How to Update the Client Health Scorecard

The client health scorecard is a powerful tool that we will use to establish, monitor and respond to customer risks before they escalate and allows us to track a history of overall customer health.

To update the Client Health Scorecard:

Head to the “Client Health” Airtable interface: https://airtable.com/app2sYSNnMNst7s2Y/pag73p4MeLAnfhEPJ?jxRW0=recLvo3paw7YcKfrF

• Use the horizontal scroll at the top of the interface to filter your view to your liking. Tip: View can be filtered by Month, Finance Partner, Review Status and Overall Assessment.

Fill out the Client Health Scorecard in Airtable according to your most recent touchpoint with the client.

• This should be a full quantitative and qualitative assessment. It should capture what you believe the client relationship looks like at a moment in time, instead of reaching out to the client and asking them to answer these questions. The goal is to reflect on your context of conversations with the client and assess client health accordingly.

  • Tip: Be sure to fill out the comment fields on this form to ensure proper client reflection.

• Everyone on the client team has access to the scorecard and is encouraged to input their assessment where appropriate.

  • Finance Partners are encouraged to work with their team to set up appropriate review procedures if more than 1 team member will be updating the scorecard.

    • Tip: Filter the “Status” dropdown to show different review levels for the scorecard. For example — if AL’s will fill out the scorecard and an FP will review it before it's finalized, the AL can fill out the scorecard and move the Status box to “Ready for Review” so that Finance Partners know it is time to review the client scorecard for the month and make any edits/add inputs/etc.

• AOR: Finance Partner is responsible for ensuring completion of this scorecard each month. While the Finance Partner doesn’t have to be the person filling out this form, they should work with their support team to identify who will be filling out each client scorecard for EOM review.

• Timeline: Client Health Scorecards can be filled out at any point during the month, but all scorecards should be finalized by the end of the month so that they can be reviewed accordingly in the subsequent month.