CounterCRM Account Watch: Release Notes

Know who to call, and why, every morning

Account Watch checks every customer account each night and tells your reps which ones need a call and why. It spots the early signs of a customer drifting away, such as a category they've stopped buying or a slow slide in spending, while there's still time to win them back.

Reps get a ready-made call list in CounterCRM and in their inbox. Logging a call, visit or note takes a couple of clicks, and CP2 shows the sales those contacts brought back.

Why it matters

It also puts everything about a customer relationship in one place: the reasons to call, the history of calls and visits, the people you deal with, and upcoming appointments.

How Account Watch finds accounts

Each night, after the Counterpoint import, CP2 looks at two years of each account's sales and gives it a health score out of 100. An account under 70 goes on its rep's call list, with each reason spelled out in plain words and the yearly sales at stake.

Comparing with the same months last year means a normal seasonal dip doesn't raise a false alarm. Customers you pin with the Target button stay on the list as before.

The Call List

The Call List tab of Customer Lookup replaces Targeted Customers. It shows today's follow-ups and appointments first, then the accounts with the most at stake. Each row shows why to call, the account's health, the sales at stake, and when it was last contacted.

Logging takes a couple of clicks, right from the row:

• Call: spoke to them, left a message, or no answer;
• Visit: with the person you saw, if you like;
• Note: a quick note, without opening CounterMessage;
• Appointment: a date, time and length.

Add a follow-up with one click (tomorrow, a week, two weeks, a month) or pick a date. A call or visit takes the account off the list for two weeks, or until its follow-up date, when it comes back to the top. Managers see every rep's accounts, with a Rep column.

Everything about the account in one place

Each customer's CounterCRM page now opens with an Account Watch panel:

• Health and reasons: the score, the sales at stake, and every reason the account was flagged.
• AI read: where it's turned on, a short summary of what's likely going on, talking points for the call, and the categories worth bringing up.
• History: every call, visit, note and appointment, with who logged it and who they spoke to.
• Contacts: the people you deal with, with their role, email and phone, kept alongside Counterpoint's details. Emails and phone numbers are one click away.
• Appointments: upcoming appointments, each with Add to calendar for Outlook, Google or Apple Calendar, with no account linking needed.

The Add Note button and the Notes page now use the same notes, so nothing is lost when Counterpoint's notes refresh overnight.

Plan a day of visits

The Plan Visits tab turns the call list into a day on the road. Pick a day and CP2 lists the accounts worth seeing (that day's appointments, due follow-ups, and accounts that need attention), grouped by postal area so shops near each other sit together.

Tick up to 10 stops and click Open route in Google Maps for driving directions from where you are. The route is opened from your own browser; CP2 itself never sends customer addresses anywhere. After each stop, log the visit from the same screen.

See what your calls brought back

CP2 tracks what happens after each call or visit on an account that needed attention. It compares the account's sales over the 60 days after the contact with the 60 days before, and counts the difference as brought back.

• The Call List shows each rep their total for the last 90 days, for example: "$18,400 brought back from 23 calls and visits". Managers see the whole team's.
• Each customer page shows how sales moved after each recent contact.
• The Call Log email shows each person's total.

Only a real conversation or a visit counts (a left message doesn't), and a second contact within the same 60 days isn't counted twice. The figure shows the sales that followed your contacts. It doesn't prove the call caused them, but it is a clear, consistent measure of your follow-up.

In your inbox too

Two new CPMailer reports bring Account Watch to people who aren't logged in:

Add them to any CPMailer report the same way as the existing reports. Every customer name links straight to that customer's CounterCRM page.

AI that respects your customers' privacy

When your company turns it on, each rep's flagged accounts get an AI read every night: what's probably going on, two or three things to say on the call, and the categories worth raising. It's written from sales figures alone, and it shows on the call list, the customer page and the Call List email.

Every answer is checked before it's shown: it can only talk about accounts and categories it was given. AI is off until your company opts in, and can be turned off at any time.

Getting started

Account Watch is part of CP2 1.4.6 and works for anyone with CounterCRM. There's nothing to set up for the call list:

1. The first night after the update, CP2 checks every account and fills each rep's Call List.
2. Reps open Customer Lookup. The Call List is the first tab, and Plan Visits is next to it.
3. Add the emails. In CPMailer, add the Call List report for reps and the Call Log report for managers.
4. Turn on the AI read, if you want it. It's off until your company opts in through CP2's settings. The setting explains exactly what is and isn't sent, and that the AI provider may use what's sent to improve its models.

Your existing alert limits for overdue balances and the customers reps have pinned carry straight over.