Customer success gamification that keeps the account record current between QBRs.
Novigem scores the check-ins, Cases, contacts and renewal next steps your CSMs already log in Salesforce. Points land when the record saves, and the CS team gets badges, streaks and a leaderboard of its own.
The renewal is in 90 days. The last note is from March.
Customer success runs on what is in the account record. When logging is nobody's priority, the record ages between reviews and every decision built on it gets harder.
- 01
The account goes stale between QBRs
The record is busy the week before a business review and empty for the ten weeks after it. Whoever opens the account in between finds an old note and a guess.
- 02
Health is a feeling, not a field
Check-ins, next steps and new stakeholders live in inboxes and heads. The health score gets set from memory, so it moves when someone remembers to move it.
- 03
Renewal risk shows up at 30 days
A renewal opportunity without a next step looks fine until the last month, when the champion has left and nobody logged who replaced them.
- 04
Account care is invisible
The CSM who keeps contacts current and logs every call looks the same as the one who does not. The expansion deal gets the applause; the work that saved the renewal gets nothing.
Every touchpoint between QBRs earns a place on the record.
Novigem runs inside Salesforce and scores the check-in, the closed Case and the renewal next step when the CSM saves them. The account fills in week by week, so the QBR starts from the record instead of from memory.
Rules on the objects your accounts run on.
Five rules a CS team often starts with. Every condition is a field on the record, and a quick save with nothing in it earns nothing.
- Task+10Check-in loggedStatus equals Completed · Subject starts with “Check-in” · Comments of at least 15 words
- Case+15Closed with a resolution noteStatus is changed · Status equals Closed · Resolution note of at least 15 words
- Opportunity+20Renewal next stepType equals Renewal · Next Step is changed · Next Step is not blank
- Contact+10Stakeholder addedAccount is not blank · Title is not blank
- Account+5Health score reviewedYour health score field is changed
Illustration. Field names follow your org; the resolution note and health score are whatever fields you already use.
Leaderboards scoped to the CS team
Limit a rule, challenge or leaderboard to one team, so CSMs are ranked against each other and never against the people closing new business.
Challenges with a pace
Run a monthly account care challenge or a one-time push before renewal season. Each CSM sees whether they are on pace, for example one check-in a day to finish.
A next best action on the home page
Each CSM gets one coaching line: “Nothing earned from Renewal Next Step in the last 28 days. 3 teammates earn about 120 from it.”
Team Pulse for the CS lead
Engagement, goal pace and last activity per CSM on one screen, with the people who need attention at the top.
Setup: Task and Opportunity score out of the box. Register Case, Account or Contact in Novigem Admin and add one record-triggered Flow that calls the packaged Evaluate Record with Novigem action. The Challenge Library includes Case templates to start from, such as Cases closed and Cases linked to contacts.
- 1Anouk V.640
- 2Ravi S.595
- 3Maren K.540
- 4Tomás L.480
Illustration of a CS team challenge, a pod battle, a streak and a badge.
A leaderboard for account care, with the CS team on it.
The expansion deal already gets noticed. Novigem makes the steady work visible too: the weekly check-in, the contact kept current, the Case closed with a note the next person can use.
- Badges designed in the Badge Builder, collected on each CSM's profile
- Weekly streaks and personal bests, counted on every week a CSM earns points
- Leaderboards scoped to the CS team, reset on the period you choose
- Head-to-head battles between two CSMs or two pods on the same rule
- Wins announced in Chatter, and on a team TV with the Novigem Wallboard
Measured on your own accounts, in six weeks.
The pilot takes a baseline from your org before the first challenge starts and compares at week six. These are the numbers a CS pilot usually tracks.
Accounts touched in the last 30 days
Share of each CSM's book with a logged Task or Event in the last 30 days
Renewal opportunities with a next step
Share of open renewal opportunities where Next Step is filled
Cases closed with a resolution note
Share of closed Cases with a note above your word threshold
Stakeholders on the account
Contacts with a title per account, so a departed champion is not the only name
You only pay if you continue after week six. Start a pilot
Is Novigem right for your CS team?
- CS teams that log check-ins, renewals and Cases in Salesforce
- CS leads who spend the week before a QBR chasing notes and next steps
- Teams that share an org with sales and want a leaderboard of their own
- Teams whose account work lives in a separate CS platform that never writes back to Salesforce
- Teams looking for a health-scoring model. Novigem scores the work that feeds your health score; it does not calculate one
- CS teams of fewer than five people, where a shared list does the job