Customer Value & Priority (Organisations)

The Customer Value & Priority block on the Organisation record is used to automatically prioritize support in Simply CRM.

These fields ensure that high-value or high-risk customers are answered faster and more consistently.

Fields Overview

Subscription value (Currency)

Total recurring subscription revenue (typically last 12 months).

• Filled automatically from Invoice records

• Represents long-term SaaS revenue

Service value (Currency)

Total billable consulting / project revenue (last 12 months).

• Filled automatically from Invoice records

• Captures non-recurring revenue

Deal value (Currency)

Value of active deals expected to close within 90 days.

• Pulled from late-stage Deals

• Ensures renewals / upsells are prioritized

Churn risk (Decimal 0–1)

Risk that the customer may cancel.

Calculated based on signals such as:

• Overdue invoices

• Negative sentiment

• Cancellation-related keywords

• Reduced usage

Higher value = higher risk.

Value score (Decimal 0–1)

Combined customer importance score.

This field is calculated automatically by the "Calculate Value Score" workflow on the Organisation module using an Update Fields action.

The default formula used:

(0.385 × Subscription value) + (0.165 × Service value) + (0.15 × Deal value) + (0.20 × Churn risk)

This ensures:

• Subscription revenue has the highest weight

• Service revenue contributes but less than subscription

• Active deals influence priority

• Churn risk significantly increases urgency

The workflow runs whenever relevant financial or risk fields are updated.

Support priority (Integer)

Final priority level used for support routing.

Calculated from:

• Organisation Value score

• Ticket Severity

• Ticket Age

Higher number = higher urgency.

How It Prioritizes Tickets

When a Helpdesk ticket or email is created:

1. The Organisation’s Value score is retrieved.

2. The ticket is classified for Severity.

3. Ticket Age increases priority over time.

4. A final Support priority is calculated.

5. Tickets are sorted automatically in queues.

This ensures:

• High-revenue customers are prioritized

• High churn-risk accounts receive faster attention

• Critical outages are handled before general questions

• SLA breaches trigger alerts automatically

Workflows Used

• Invoice → Organisation workflow

  Updates Subscription value and Service value (rolling 12 months)

• Deal → Organisation workflow

  Updates Deal value for active late-stage deals

• Calculate Value Score (Organisation workflow)

  Uses an Update Fields action to calculate Value score using the formula above

• Ticket creation workflow

  Calculates Support priority

Key Principle

All scoring fields are:

• Transparent

• Stored directly on the Organisation

• Automatically updated

• Adjustable if needed

This makes prioritization explainable, scalable, and reusable across Simply CRM environments.