Diagnose adoption issues, navigate journey stages, and prepare structured calls using the product playbooks - one product at a time.
Product:
How to use this view: The value chain shows how each metric connects in the operational workflow - from vehicle acquisition to lead generation. Click any metric chip to see its upstream/downstream relationships and diagnostic notes.
Mandatory fields: price, mileage, fuel type - not directly measured in ChurnZero, but blocks publication when missing
2b. Visual Quality
% Vehicles with imagesAVG Time to get images% Background removal
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3. Publication
% Vehicles published to portalAVG Time to publish% Published to WebSpark
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4. Lead Generation
# Leads received% Leads with vehicle image% Leads with vehicle
Cross-cutting: Platform Access
% Users logged in (Dashboard)
Login enables the operational workflow. For manual setups, regular login is required for vehicle creation and management. For fully automated DMS + auto-publication setups, the platform can run with minimal login.
Cross-cutting: DMS Feed
% Import errors / # Import errors
Import errors break the chain at vehicle creation level - silently. The dealer sees vehicles in their DMS, assumes they appear in StockSpark. Affects creation, publication, leads.
How to use this view: The WebSparK value chain maps customer activity through to business outcome. Each metric chip is clickable for upstream/downstream relationships and diagnostic notes.
WSK - A user logged inTotal UsersUnique Users Log Ins
Prerequisite for all downstream activity - if no login, nothing else can happen
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2a. Operational Content
Last Content UpdateLast Promo Update
Pages, sections, banners, commercial offers
2b. Editorial Content
Last Article Update
News, articles - primary organic SEO driver
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3. Technical Performance
Mobile PageSpeed ScoreDesktop PageSpeed Score
Cross-cutting: affects both organic visibility (Google ranking) and conversion (bounce rate). Mobile PageSpeed underperformance is widespread across the WebSpark portfolio.
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4. Organic Visibility
Organic Sessions Trend
Driven by article frequency + quality + PageSpeed. Compounding: each article is a new indexed page that generates traffic long-term.
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5. Total Traffic
Sessions Trend
Organic + direct + referral + paid. If Sessions stable but Organic declining: paid campaigns compensating - a sustainability risk.
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6. Conversion
Conversion Rate TrendWSK - Leads
Sessions converting to leads. Driven by promo quality, CTA visibility, form functionality, PageSpeed on mobile.
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Business Outcome
Lead volume from website - dealer pipeline
How to use this view: FidSparK has two parallel value chains - both originate from customer transactions but produce different outputs. Click any metric chip for upstream/downstream details.
Vehicle sale or after-sales service - generates an invoice in DMS/CRM
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1. Invoice Ingestion
FSK - InvoicesFSK - Contactable Invoices
Rate-limiting step of the entire chain. Median contactable rate: 75% - 1 in 4 invoices cannot generate a review request (DMS data quality issue, not a FidSparK problem).
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2. Survey Dispatch
Email or SMS sent to contactable customer. Timing configured per service type. Not directly measured in ChurnZero. Requires communication templates configured in Settings → Communication.
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3a. Satisfied customer
FSK - ReviewsFSK - Avg Reviews Grade
Certified review published. Median grade: ~9.5 - structurally high because only satisfied customers complete surveys.
3b. Unsatisfied customer
Alert fired. Publication delay window: 3-6 days depending on day of week. If no response within window → review publishes automatically. This is FidSparK’s most powerful reputation protection feature.
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4. Review Response
FSK - Avg Answer RateStores Without Answered Reviews
Automated templates handle positive reviews at scale. Negative reviews (unsatisfied cases) always require personal attention within the delay window.
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5a. Certified Reputation
Certified reviews on FidSparK platform + dealer website. High grade, filtered audience.
Satisfied customers (grade 9-10) redirected to Google. GMB connection is highly polarized - a significant share of accounts have zero connection, missing the entire loop.
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Business Outcome
Better local SEO visibility • More inbound leads • Reduced reputational risk • Lead generation (if LeadSparK active)
Cross-cutting factors
FSK - User Logged In
Prerequisite for active management. FidSparK can partially function without frequent login IF automation is correctly configured - but unsatisfied customer cases always require human attention.
GMB Connection (per POS)
Gateway to the public Google ecosystem. One-time setup per POS. GMB connection is highly polarized - accounts either have full coverage or zero. Binary: either configured or not.
Automation
Survey dispatch, automated response templates, AI-generated responses, alert notifications. Not a feature - the operational model. Accounts without automation hit capacity limits as review volume grows.
How to use this view: PredictSparK has a single sequential value chain - each node depends on the one above. Unlike other products, the commercial outcome (revenue attribution) takes 2-3 months to appear. Click any metric chip for diagnostic details.
After-sales invoices in DMS - the only input the AI model cannot create from other sources
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1. Invoice Ingestion
PSK - InvoicesStores not receiving invoicesDays From Last Invoice
DMS → FlowSpark/SFTP → PredictSparK. Invoice volume varies by DMS coverage. It is structurally normal for some stores to have no invoices - context always required.
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2. AI Scoring (Stablepulse)
Processes invoice history per customer per service type. Assigns prediction score 0-100 per service. Optimal conversion window: score 25-40 - customer is likely to need the service in the next 30 days but has not yet booked. Not a ChurnZero metric - visible only in the PredictSparK Opportunities tab.
Verify before any call: is the Opportunities tab populated? Which services show the most customers in the 25-40 range?
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3. Segmentation
Automatic (AI score + GDPR consent filters) or imported (external lists). GDPR consent filtering is the silent bottleneck - in France, the addressable audience can be <10% of invoiced customers. PSK - Customer Contacted per Campaign reflects this filtered audience.
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4. Campaign Activation
PSK - Active CampaignsPSK - Predictive CampaignsStores w/o active campaigns
Three types: Predictive (AI-driven, core differentiator), Event (scheduled service reminders), Communication (generic outreach). Only predictive campaigns use the Stablepulse score.
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5. Multi-channel Delivery
PSK - Customer Contacted per Campaign
Email / SMS / Postal / Phone / API. Population median ~5 customers per campaign (most accounts are small single-dealer). Enterprise accounts reach tens of thousands per campaign.
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6. Conversion & Attribution (2-3 month lag)
PSK - Earn by ContactPSK - Conversion RatePSK - Store with Positive Earn
Attribution window: typically 2 months after campaign contact. Earn by Contact data is structurally sparse in early stages - timing issue, not failure. Stage 1-3 accounts: ROI metrics absent = expected.
AI recalculates scores as new invoices arrive. Stale data = stale scores = wrong campaign audience. Threshold tightens by segment: S1 ≤5 days, S4 ≤2 days.
GDPR Consent Filtering
Addressable audience limited by marketing consent records. In France: structural low consent rates - the campaign may score 500 customers but reach only 8. PSK - Customer Contacted per Campaign reflects this filtered audience.
Attribution Window Lag
Unlike StockSparK (leads arrive immediately) or FidSparK (reviews within days), PSK ROI metrics need 2-3 months to close. Most important expectation management issue for PredictSparK CSMs.
How to use this view: LeadSparK Revolution has two parallel chains - Sales and After-sales - sharing the same operational infrastructure. Unlike other products, LSKr processes inbound demand: its performance directly multiplies or cancels the value of every other product. Click any metric chip for upstream/downstream details. Click any diagnostic pattern for in-depth troubleshooting.
Lead enters → routed to fiscal entity / location / team. Valid rate is very high across the portfolio - value is lost in processing, not in lead quality. Lead volume varies by account size and market.
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2. Task Assignment
LSKr - First Assignation Time
LQF task (Sales) or LQW task (After-sales) generated and assigned to BDC operator or salesperson. Portfolio median: ~16 min (986s). P75: ~2.9 hours. Assignment is a prerequisite for Time to First Call - cannot call before assigned.
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3. First Contact
LSKr - Time to First Call
Channels: phone / email / SMS / WhatsApp. Portfolio median: ~5.6 hours (20,108s) - significant competitive disadvantage. Activity logged in platform (or not - invisible if external). BDC accounts: target <60 min. Non-BDC: 2-4 hours acceptable.
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4a. Qualification - Valid
LSKr - Lead Qualification Time
Median: ~4.9h (17,477s). Heavily affected by expired tasks backlog.
Vehicle sold • Service appointment booked • Revenue tracked inside LSKr only (not in ChurnZero)
Three cross-cutting factors
Platform access (% Active Users)
Login is not optional - it is working through the task queue. Unlike WebSparK (weekly login sufficient), LSKr requires daily login from every operational user. Active users are below 50% in the majority of accounts - the journey threshold is a genuine challenge.
Communication channel completeness
A call from outside the platform is invisible to the system - it does not register in Time to First Call, does not close the SLA clock, and does not contribute to manager oversight. Very few accounts send emails from the platform. Most activity timelines are empty.
Task rule configuration
If LQF/LQW rules are absent, leads arrive without generating qualification tasks - the platform is passive. If SLA deadlines are misconfigured (too tight, misaligned with business hours), every task will expire regardless of user behavior. This is the foundational configuration dependency.
Diagnostic Patterns - click to expand
How to use this view: LeadSparK Essential uses an alert-based model - every lead generates one or more time-boxed Alerts assigned to a Caller that must be managed before their SLA deadline. Alerts are the operational primitive: equivalent to Tasks in Revolution. The health of an LSKe account is measured primarily by how well the team manages alerts before they expire. Click any metric chip for detail.
Lead volume varies by account. A meaningful share of accounts have zero leads - ingestion path broken or not configured. Valid rate is nearly 100% - quality at entry is not the problem, processing speed is.
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2. Alert Generation & Routing
Alert rules evaluated (Admin → Gestione Eccezioni Alert). Alert type assigned: W (web lead), SF (shopper follow-up), CM (marketing campaign), CSI (satisfaction), SF-NPS (post-sale feedback). Assigned to Caller with SLA deadline. If no rules configured: platform is passive - leads arrive but nothing happens.
Verify before any call: Admin → Gestione Eccezioni Alert - are W-alert rules present? Is the SLA deadline realistic for business hours? Is a holiday calendar configured?
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Managed in SLA
Alert managed before deadline. Call logged in platform. Outcome recorded.
Portfolio median W-alert expiry: 90%. Most systemic adoption problem in LSKe. Distinguish configuration (SLA too tight, no business hours) from behavioral (team not using alert queue).
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3. First Contact
LSKe - Time to First Call
Portfolio median: ~3:36 business hours - faster than Revolution (~5:36). The W-alert SLA creates immediate urgency. Critical caveat: calls from personal phones are invisible to the metric. Verify activity timelines on recent alerts.
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4. Lead Qualification & Closure
LSKe - Lead Qualification TimeLSKe - % Expired Alerts - SF
Portfolio median: ~28:30 business hours - structurally higher than Revolution because qualification spans multiple alert cycles over days. SF alerts generated on "In Corso" opportunities. Monitor trend, not absolute value.
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5. Opportunity Progression (Trattativa)
LSKe - Opened OpportunitiesLSKe - % Active Users
Only a small share of accounts show any opportunities. Most common cause: leads qualified but Trattative not created in system - pipeline invisible. SF follow-up alerts generated on open opportunities.
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Closed Won
LSKe - Opportunity Closing Rate
Median: 3.9%. Denominator = Valid Leads (not Opened Opportunities).
Closed Lost
Closed with failure reason. Post-sale: CSI alert generated for satisfaction survey.
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Commercial Outcome
Vehicle sold • Service appointment • Post-sale CSI survey (if after-sales in scope)
Three cross-cutting factors
Alert configuration quality
The entire value chain depends on correct SLA deadlines, business hours calendar, and routing rules. If any is misconfigured, all downstream metrics appear as failure even if the team is performing correctly. Always verify configuration before diagnosing behavior.
Platform as communication hub
A call from a personal phone is invisible to Time to First Call. An alert marked managed without logging the call outcome shows as "managed" but leaves no record of what happened. The platform value is proportional to timeline completeness.
% Active Users as gateway
If users are not logged in, they cannot see their alerts, cannot log calls, and cannot manage qualification. % Active Users (20pt - highest ChurnScore weight in LSKe) is the prerequisite for every other metric. Only a small share of accounts reach >= 50% active.
Diagnostic Patterns - click to expand
Day 0-15
Early Activation
The first two weeks post-delivery. The customer should establish the basic operational rhythm: vehicles being created (manually or via DMS), images uploaded promptly, and vehicles published to portals. For accounts with DMS integration and automatic publication rules, login may be less frequent - this is normal. Unlike WebSpark - where activation is about content creation - StockSpark activation is about an operational process that should already be running. The dealer was managing inventory before StockSpark; the question is whether they have migrated that process into the platform.
7 Achievements - click any failure to see diagnosis
Day 15-30
Habit Formation
Achievement criteria are identical to Stage 1. The interpretation shifts: at Day 30, the dealer has had a full month. Any achievement still failing here is a process problem, not a getting-started problem. Operational platforms like StockSpark either get adopted quickly or they don't - a dealer who hasn't created vehicles in 30 days is not in transition, they are not using the product.
Key pattern to watch: Passed Stage 1 but failing Stage 2 - the most common cause is personnel change. The person trained at delivery is no longer responsible, or has left, and the replacement hasn't been trained. Check who currently owns the vehicle creation workflow.
Additional metrics to track from Stage 2
# Leads received
By Day 30, the customer should be receiving leads from portal publications. If leads = 0 despite vehicles published, check portal connections and enquiry routing.
% Vehicle created - USED/NEW/KM0
Vehicle mix contextualizes creation frequency. Used vehicle dealers should create more frequently than new vehicle dealers.
Day 30-60
Consolidation Begins
All seven achievements should be passing by now. This is the last early-activation stage before Consolidation. If multiple achievements are still failing, the customer has not integrated StockSpark into their daily operational workflow - this is a structural problem requiring direct intervention.
Full pre-call diagnostic checklist for Stage 3:
In ChurnZero - verify before the call
Outside ChurnZero - ask the customer
Month 2-12
Consolidation and Continuity
Stage 4 and Stage 5 are structurally identical. Four changes from Stages 1-3: (1) Support Tickets tightens from ≤2 to ≤1, (2) Login window extends to last 7 days, (3) % Vehicles with Images removes OR logic - only Free Vehicles metric applies, (4) AVG Time to Get Images is now tracked for all 4 segments separately.
From Stage 4, ChurnScore becomes the primary health signal. Review factors in priority order (see ChurnScore Weights tab). Journey achievement failures are still relevant but the score gives you the composite picture.
Day 0-15
Early Activation
The first two weeks post-delivery. The bar is deliberately low - this stage confirms activation, not performance. The customer should establish first contact habits: logging in, exploring the CMS, creating at least one promo, making some content or article update. Unlike StockSpark - where the operational process should already exist from day one - WebSparK activation is about building new habits from scratch. The website is live; the question is whether the team has started using it as a working tool.
5 Achievements - click any failure to see diagnosis
Day 15-30
Habit Formation
Achievement criteria are identical to Stage 1. The interpretation shifts: at Day 30, the customer has had a full month with the product. Any achievement still failing here is no longer a first-week friction issue - it indicates a structural gap in how the customer is organized to manage the website.
Key pattern to watch: Passed Stage 1 but failing Stage 2 - the customer engaged at launch, then stopped. Most common cause: the person who handled onboarding is no longer managing the day-to-day, there is no internal process for content updates, or something broke organizationally after the initial engagement. Check WSK - Unique Users Log Ins between Stage 1 and Stage 2 - a drop to 0 or 1 suggests a team or access change.
Additional metrics to start tracking from Stage 2
WSK - Sessions / Organic Sessions
A site with 0 sessions after 30 days is not accessible to external visitors. A site with sessions but 0 organic sessions is only receiving direct/referral traffic - organic discovery has not started. Establish baseline now to compare at Stage 3.
WSK - Mobile Pagespeed Score
Check early. If score is below 0.30, flag now - this is a structural issue that will not self-resolve. Mobile PageSpeed underperformance is widespread across the portfolio - most accounts do not meet the S1 ChurnScore goal of ≥ 0.60.
Day 30-60
Consolidation Begins
All five achievements should be passing by now. This is the last early-activation stage. An account still failing multiple achievements here has a structural adoption problem, not a getting-started problem. Stage 3 is also the moment to formally introduce the traffic and conversion picture to the customer for the first time.
Full pre-call diagnostic checklist for Stage 3:
In ChurnZero - verify before the call
Outside ChurnZero - verify before the call
Month 2-12
Consolidation and Continuity
Stage 4 and Stage 5 are structurally identical. Two changes from Stages 1-3: (1) Support Tickets tightens from ≤2 to ≤1 for all segments, (2) Login for S2 increases from ≥1 to ≥2 events/month, joining S3/S4. The question is no longer "has the customer started?" but "is this working as part of how they run their business?"
From Stage 4, ChurnScore becomes the primary health signal. A customer who passes all journey achievements but has a worsening ChurnScore is doing the minimum required activities without getting results. This requires a performance conversation, not a basic adoption conversation. Review ChurnScore factors in priority order (see ChurnScore Weights tab): Content Update (20pt), Organic Sessions Trend (20pt), Mobile PageSpeed (15pt).
Day 0-15
Early Activation
The first two weeks after delivery. FidSparK is a reputation management platform - Stage 1 adoption means the team has accessed the platform and is starting to manage incoming reviews. Unlike StockSparK or WebSparK, the customer doesn't create content or enter vehicles: FidSparK's first value comes from connecting the data sources (DMS feed, GMB) and managing whatever reviews arrive. The operational machine must be verified before diagnosing behavior. Three achievements, only three - but each one has an integration dimension to check before coaching.
Pre-call: verify in FidSparK before the call. Check Customers → Purchases (invoices arriving?), E-reputation → Sources per POS (GMB connected?), Settings → Communication (survey templates active?), Customer Review section (reviews waiting for response?)
3 Achievements - click any failure to see diagnosis
Day 15-30
Habit Formation
Same three achievements, same criteria. By Day 30 the configuration phase should be complete and the operational rhythm established: invoices flowing, reviews arriving, team responding. At Stage 1, some grace is appropriate. At Stage 2, configuration failures are no longer acceptable - if invoices are still not arriving or GMB is not connected, these are structural gaps that must be resolved before FidSparK generates value.
Key pattern at Stage 2: Check FSK - Contactable Invoices trend. A declining contactable rate at Day 30 may indicate a DMS data quality issue getting worse - newly imported invoices have less complete contact data than the initial batch. Also verify GMB coverage per POS: for multi-POS accounts, all POS should have GMB connected by Day 30.
Additional metrics to track from Stage 2
FSK - Contactable Invoices trend
Improving, stable, or declining? A declining rate signals DMS data hygiene issues getting worse - requires behavioral change at point-of-sale, not a FidSparK fix.
FSK - Avg GMB Rate
Start monitoring even before stable. GMB rating below 4.0 at any point is worth noting - it reflects real market perception, not just survey-filtered satisfaction.
Day 30-60
Consolidation Begins
All three achievements should be passing. The account should have a functional review management routine: invoices arriving regularly, surveys sending, certified reviews generating, team responding consistently. Stage 3 is the moment to formally introduce the full invoice-to-review funnel and the GMB reputation picture.
Full pre-call diagnostic for Stage 3:
In ChurnZero - verify before the call
In FidSparK directly - verify before the call
Month 2-12
Consolidation and Continuity
Two changes from Stages 1-3: (1) Ticket threshold tightens from ≤2 to ≤1, (2) Login per-segment differentiation removed - all segments ≥1 event/30 days. Journey achievements are the floor. The ChurnScore tells you whether the reputation management machine is actually improving outcomes.
From Stage 4, ChurnScore is the primary health signal. Priority order: Answer Rate (10pt S1/S2, 20pt S3/S4 - doubles!), Reviews Grade trend (14pt), GMB Grade trend (14pt), Open Tickets (10pt), % Stores Without Answered Reviews (8-10pt), Log In (8pt), Reviews Trend (7pt), GMB Reviews Trend (7pt), % GMB Stores Connected (7-10pt).
Day 0-15
Early Activation
PredictSparK requires more setup than WebSparK or FidSparK before it can deliver value. The DMS feed must be flowing, invoices must be recognized and categorized by the AI, and at least one campaign must be live. Automatic onboarding templates are pre-configured at delivery - the dealer should have campaigns ready to activate without building from scratch. Stage 1 confirms this foundation is in place.
Verify in PredictSparK before any Stage 1 call: (1) Invoices flowing? Configuration → Stores → Invoices tab. (2) Opportunities tab populated? (3) Campaign templates visible and any activated? (4) Which stores have invoices and which do not?
4 Achievements - click any failure to see diagnosis
Day 15-30
Habit Formation
Same four achievements. At Stage 1, a dealer without active campaigns may genuinely be in setup. At Stage 2, the setup phase is over. A dealer still without a predictive campaign at Day 30 has made a behavioral choice - either they do not understand the value, were not properly trained, or are resistant. Each requires a different response.
Key pattern at Stage 2: PSK - Invoices trend: is volume stable, growing, or declining? A sudden drop at Day 20+ may indicate a DMS configuration change or feed interruption. Also check PSK - Customer Contacted per Campaign: a median of ~5 customers per campaign is normal for small accounts - very low contacts may indicate a GDPR consent bottleneck, not a campaign problem.
Additional metrics to start tracking from Stage 2
PSK - Invoices trend
Stable, growing, or declining? A sudden drop after Day 15 may indicate a DMS configuration change or feed interruption. Check Configuration → Stores → Invoices in PredictSparK.
PSK - Stores not receiving invoices
Count should be stable by Day 30. If increasing (more stores losing connection), investigate DMS changes. Context always required - some stores may legitimately have no invoices.
Day 30-60
Consolidation Begins
All four achievements should be passing. The AI model now has sufficient invoice history to generate stable prediction scores. Campaigns should be running and starting to produce the first attribution data. This is the moment to formally walk through the Opportunities dashboard together and set expectations for ROI data timing (2-3 months after campaigns start).
Full pre-call diagnostic for Stage 3:
In ChurnZero - verify before the call
In PredictSparK directly - verify before the call
Month 2-12
Consolidation and Continuity
Three changes from Stages 1-3: (1) Tickets: ≤2 → ≤1. (2) S2 login: 1 event → 2 events (joins S3/S4). (3) S4 Active Campaigns: 3 → 4. Journey achievements measure minimum operational activity. The ChurnScore tells you whether the platform is generating measurable commercial value.
From Stage 4, ChurnScore is the primary health signal. Priority order: Active Campaigns (15pt) + Days From Last Invoice (15pt) → Login / Stores Not Receiving Invoices / Predictive Campaigns / Open Tickets (10pt each) → ROI metrics (6-8pt, sparse until Month 4-5). ROI metrics absent at Stage 4 = expected if campaigns started late. ROI metrics absent at Stage 5 with 4+ months of campaigns = escalation trigger.
Day 0-15
Early Activation
LeadSparK Revolution adoption begins with process design, not login. The configuration phase - task rules, SLA setup, communication channels, lead source connections - must be completed before any operational metric is meaningful. The platform will not function if the configuration phase is skipped.
Verify in LSKr before any Stage 1 call: (1) Are leads entering? Leads → Sales. (2) Are task rules configured? Settings → Sales/After-Sales Tasks. (3) Are tasks being generated for incoming leads? (4) Are tasks being assigned (to specific users, not just teams)? (5) Are communication channels set up? Settings → Communication Templates.
5 Achievements - click any failure to diagnose
Day 15-30
Habit Formation
Same five achievements. The expectation shifts: at Day 15 the team was still learning. At Day 30, any achievement still failing is a structural problem, not a learning curve.
Most important Stage 2 pattern to catch: Configuration done but process has not changed. Users continue managing leads via personal email, spreadsheets, or phone calls without logging in the platform. Activity timelines are empty. Open 5-10 recently completed tasks: do they have activity records (emails, calls, notes)? Or were they simply marked complete with no content?
Additional metrics to track from Stage 2
LSKr - First Assignation Time
By Day 30, should be under 1 hour for most accounts. Above 3 hours suggests task rules are not auto-assigning correctly or someone is manually routing leads.
LSKr - Opened Opportunities
Are opportunities being created from qualified leads? If leads are qualified but no opportunities appear, the qualification process may not be completing correctly.
Day 30-60
Consolidation Begins
All five achievements should be passing. Last early-activation stage - last moment where configuration gaps are "early stage" rather than structural failures. Focus shifts: are you fast enough? Are opportunities progressing?
Full pre-call diagnostic for Stage 3:
In ChurnZero
In LeadSparK Revolution directly
Month 2-12
Consolidation and Continuity
Three changes from Stages 1-3: (1) Ticket thresholds tighten progressively through Stage 5. (2) % Active Users increases from 50% to 60% for all segments. (3) Stage 5 has the most stringent ticket thresholds. Journey achievements measure minimum floor - ChurnScore tells you whether the process is actually performing.
ChurnScore factor priority order (Stage 4+): % Active Users (15pt) = First Assignation Time trend (15pt) = Time to First Call trend (15pt) → Lead Qualification Time / Opportunity Opened Rate / Opportunity Closing Rate / Open Tickets (10pt each) → Total Leads / Valid Leads trend (8pt each). All "Comparison" factors are trend-based - penalises regression, not just low performance.
Day 0-15
Early Activation
LSKe adoption begins with configuration verification - not user behavior. Alerts must be routing correctly, SLA deadlines must match business hours, and the team must receive training before the first lead arrives. The alert queue is the daily work agenda: if it is not set up correctly, none of the adoption metrics are meaningful.
Verify in LSKe before any Stage 1 call: (1) Leads arriving? Gestione Lead. (2) Alerts generated? Open any recent lead - is an alert attached? (3) SLA realistic? Admin → Gestione Eccezioni Alert - what is the "Contatto da web" SLA in hours? (4) Business hours configured? (5) Users active? Admin → Gestione Utenti.
5 Achievements - click any failure to diagnose
Day 15-30
Habit Formation
Configuration should be complete. The operational rhythm - daily alert management, calls logged in the platform, leads being qualified - should be establishing itself. The most important pattern to catch: alerts being marked managed without logging actual customer contact.
Key Stage 2 pattern: Open 5-10 expired W-alerts. Do they have activity records (calls, notes, emails)? Or are they completely empty? Empty expired alerts = contact happened outside the platform. Alerts with activity but still expired = contact logged after the deadline. These are different problems requiring different responses.
Additional metrics to track from Stage 2
LSKe - % of expired Alert - W
By Day 30 should be below 50%. Portfolio median is 90% among accounts with W-alerts - structural failure is the norm, not the exception. Distinguish configuration (SLA too tight, no business hours) from behavioral first.
LSKe - Opened Opportunities
Are qualified leads generating Trattative? If leads are arriving and alerts managed but no opportunities appear, the handover from lead qualification to opportunity creation is not happening.
Day 30-60
Consolidation Begins
All five achievements should be passing. Focus shifts from "are they using it?" to "are they using it well?" This is the last stage where high expired alert rates can be attributed to early-stage issues.
Full pre-call diagnostic for Stage 3:
In ChurnZero
In LeadSparK Essential directly
Month 2-12
Consolidation and Continuity
One change from Stages 1-3: ticket threshold for S3/S4 tightens from ≤4 to ≤3 (aligns with S1/S2). All other achievements unchanged throughout the journey. ChurnScore becomes the primary health signal.
ChurnScore factor priority (Stage 4+): % Active Users (20pt - highest weight) → Lead Qualification Time Comparison / Time to First Call Comparison (15pt each) → Total Leads / Valid Leads / Opportunity Closing Rate / Opportunity Opened Rate Comparison / Open Tickets (10pt each). % Active Users at 20pt is the most commonly failing high-weight factor - only a small share of accounts reach ≥50%.
How to use: Fill in the customer context, then check the achievements that are failing. The tool generates a structured pre-call briefing with what to verify in ChurnZero, what to check outside CZ, and a prioritized call agenda.
Customer Context
Achievements failing (check all that apply):
How to use: Fill in the customer context, then click the achievements that are failing. The tool generates a structured pre-call briefing with what to verify in ChurnZero, what to check on the site, and a prioritized agenda.
Customer Context
Achievements failing (click to mark):
How to use: Fill in the context, then click the achievements that are failing. The tool generates a pre-call briefing with what to verify in ChurnZero and FidSparK, a failure diagnosis, and a prioritized agenda. FidSparK requires more pre-call investigation than other products - always verify in FidSparK directly before the call.
Customer Context
Achievements failing (click to mark):
How to use: Fill in the context, mark failing achievements, then generate the briefing. PredictSparK has two distinct problem layers - the briefing will help you identify which one you are on before the call.
Customer Context
Achievements failing (click to mark):
How to use: LSKr is an operating system, not a software tool. Fill in the context below - especially scope (Sales/After-sales), BDC model, and country - then mark failing achievements to generate the briefing. The briefing identifies the problem layer (technical vs behavioral) before the call.
Customer Context
Achievements failing (click to mark):
How to use: LSKe uses an alert-based model. Fill in the context - especially scope (Sales/After-sales), BDC model, and whether business hours are configured. Mark failing achievements to generate the briefing. The briefing identifies the problem layer (configuration vs behavioral) before the call.
Customer Context
Achievements failing (click to mark):
Remember: In ChurnZero, lower ChurnScore = healthier account. Score 12 = excellent, score 75 = red flag. Always read in this direction. The weight configuration differs between S1 and S2-S4 accounts.
Factor
Weight S1
Weight S2-S4
Goal (varies by segment)
Notes
% Vehicles published to portal
20
20
S1: ≥95% / S2: ≥90% / S3-S4: ≥80%
Highest weight - directly linked to lead generation
% Free Vehicles with images
18
18
S1: ≥95% / S2: ≥90% / S3-S4: ≥80%
Second highest - image coverage drives lead quality
Last vehicle created
15
15
S1: ≤14d / S2: ≤10d / S3: ≤7d / S4: ≤3d
Inventory freshness - if failing, platform is dormant
AVG Time to get images
12
9
S1/S2/S3: ≤2d / S4: ≤3d
Higher weight in S1 - photography workflow efficiency
% Vehicles published to WSK
8
10
S1: ≥95% / S2: ≥90% / S3-S4: ≥80%
Only applies to accounts with WebSpark active
AVG Time to publish a vehicle
10
8
S1/S2/S3: ≤2d / S4: ≤3d
⚠️ Most challenging metric - a minority of accounts meet the S1 goal. Distinguish workflow vs stale inventory.
Open Tickets
10
10
≤3 (all segments)
Journey threshold (≤1 at S4+) is stricter than ChurnScore threshold (≤3)
Log In
7
5
≥1 user / last 7 days (Stage 4+)
Higher weight in S1 - single-user accounts most at risk
% Import errors
-
5
≤10% / last 7 days
Not tracked for S1 - spot signal when it fires
Priority review order for Stage 4+ (combined weight + actionability):
% Vehicles published to portal (20pt) - conversion point between internal management and market presence
% Free Vehicles with images (18pt) - publication enabler + lead quality driver
Last vehicle created (15pt) - leading indicator of entire chain
AVG Time to get images (9-12pt) - photography workflow efficiency
% Vehicles published to WSK (8-10pt) - WSK accounts only
AVG Time to publish (8-10pt) - check stale vs workflow first
Open Tickets (10pt) - support issues blocking usability
Log In (5-7pt) - prerequisite for all other operational tasks
% Import errors (5pt, S2-S4 only) - technical signal when it fires
Remember: In ChurnZero, lower ChurnScore = healthier account. Score 12 = excellent, score 75 = red flag. Trend-based factors (Organic Sessions, Sessions, Conversion Rate) are evaluated by direction, not absolute values.
⚠️ Mobile PageSpeed thresholds under review (April-May 2026): A significant portion of WebSparK accounts do not currently meet the S1 mobile goal of ≥ 0.60. A recalibration proposal is under review. Do not treat Mobile PageSpeed as the primary signal of adoption failure - always read in combination with other factors.
Factor
Weight
ChurnScore goal
Notes
Last Content Update
20
S1/S2: updated within 30 days; S3/S4: within 15 days
Highest weight. Also affects SEO directly - content freshness is a Google ranking signal.
Organic Sessions Trend
20
Trend ≥ 0 (all segments)
Declining = site losing search visibility. Compare against account's own prior period, not benchmarks.
Mobile PageSpeed Score
15
S1: ≥ 0.60; S2/S3: ≥ 0.65; S4: ≥ 0.70
⚠️ Mobile underperformance is widespread. Thresholds under review. Read in combination with other factors.
Sessions Trend
10
Trend ≥ 0 (all segments)
Total traffic direction. If Sessions stable + Organic declining: paid campaigns compensating (sustainability risk).
Desktop PageSpeed Score
10
S1/S2/S3: ≥ 0.60; S4: ≥ 0.65
A meaningful share of accounts meet the S1/S2/S3 goal. More stable than mobile.
Conversion Rate Trend
10
Trend ≥ 0 (all segments)
Declining = fewer sessions converting to leads. Check promo quality, form functionality, mobile CTA visibility.
Open Tickets
10
≤ 3 open tickets (all segments)
Note: journey threshold (≤ 1 in Stage 4-5) is stricter than ChurnScore threshold (≤ 3).
Log In
5
S1/S2: ≥ 1 event/month; S3/S4: ≥ 2 events/month
Lowest weight but leading indicator of all other failures. If login fails, all downstream metrics follow.
Remember: Lower ChurnScore = healthier account. FidSparK ChurnScore weights differ significantly between S1/S2 and S3/S4 - Answer Rate doubles in weight.
Factor
Weight S1/S2
Weight S3/S4
Goal
Notes
Avg Reviews Grade (trend)
14
14
Trend ≥ 0
Structurally high (median ~9.5) - a declining grade is a stronger signal than an improving one. Volume/quality can diverge when contactable rate improves.
Avg GMB Rate (trend)
14
14
Trend ≥ 0
Most honest e-reputation signal - includes unfiltered organic reviews. GMB < 4.0 = real dissatisfaction signal. Can be structurally low due to historical reviews.
Answer Rate
10
20
S1/S2: ≥75%; S3/S4: ≥80%
Doubles in weight from S1/S2 to S3/S4. Highest operational weight for established accounts. Automation required above ~20 reviews/month.
Open Tickets
10
10
≤ 3 (ChurnScore); ≤ 1 (journey Stage 4+)
Journey threshold stricter than ChurnScore threshold. Integration tickets (DMS, GMB) are more urgent than operational ones.
Log In
8
8
≥ 1 event/month (all segments in Stage 4+)
Lower weight than other products because automation can partially substitute for active login. But unsatisfied cases always need human eyes.
% Stores Without Answered Reviews
8
10
S1/S2: ≤10%; S3/S4: ≤5%
Portfolio-level signal. 1 silent POS in a 5-POS account = 20% (already failing). Always read with FSK - Total POS context.
Reviews Trend (volume)
7
7
S1/S2: Trend ≥ 1 (rising); S3/S4: Trend ≥ 0
Volume of certified reviews over time. S1/S2 expects growth; S3/S4 accepts stable.
GMB Reviews Trend (volume)
7
7
Trend ≥ 1 (rising, all segments)
Depends on GMB connection AND positive review redirection being enabled (Settings → Options).
% Stores Connected GMB
7
10
≥ 95%
One-time configuration per POS. A significant share of accounts have zero GMB connection. Grows in weight from S1/S2 to S3/S4 - by Stage 4 there is no excuse for missing GMB connections.
Key PSK ChurnScore note: ROI factors (Earn by Contact Trend, % Store with Positive Earn, Conversion Rate) contribute 0 points when data is absent. This means early-stage accounts structurally score worse on ChurnScore even with correct operational behavior. Read ChurnScore in context of stage.
Factor
Weight
Goal
Notes
Active Campaigns
15
S1: ≥1; S2: ≥2; S3: ≥3; S4: ≥3
Highest weight. Platform must be operationally live. No campaigns = no contacts = no attribution = no ROI metrics.
Days From Last Invoice
15
S1: ≤5d; S2: ≤4d; S3: ≤3d; S4: ≤2d
Invoice freshness. Tightens sharply by segment. A >2 day gap for S4 signals a DMS feed interruption. Stale data = degraded AI scores.
User Login
10
S1/S2: ≥1/month; S3/S4: ≥2/month
Leading indicator. Someone must activate campaigns, review performance, and respond to Opportunities changes.
Stores Not Receiving Invoices
10
≤0% (goal is 0 stores)
It is structurally normal for some stores to not receive invoices - context critical. Directional signal (stable vs increasing) is more useful than absolute value.
Predictive Campaigns
10
≥1 (all segments)
Core AI feature adoption. An account with only Event/Communication campaigns is using PSK as a basic email tool.
Open Tickets
10
≤3 (ChurnScore); journey ≤1 at Stage 4+
Journey threshold is stricter. Technical tickets (DMS, invoice pipeline) are more urgent than usability tickets.
% Store with Positive Earn by Contact
8
S1/S2: ≥85%; S3/S4: ≥90%
Only available after attribution cycles complete (~2-3 months from first campaign). Absent = 0pt contribution, not failure.
Earn by Contact Trend
8
Trend ≥0 (all segments)
Revenue efficiency trend. Requires Earn by Contact history. Same sparsity constraint as above.
Stores w/o Active Campaigns
8
≤50% of stores (all segments)
Portfolio-level coverage. Zone/network campaigns are the most efficient way to reduce this for large dealer groups.
Conversion Rate
6
≥3% (0.03) all segments
Lowest weight. Most lagging metric - requires longest attribution history. Population range: 0.2-3.1%. <1% with campaigns running = targeting needs review.
Key LSKr ChurnScore note: All "Comparison" factors are trend-based - they measure the current period vs the prior period. An account that is consistently slow but improving scores better than one that was fast but declining. Lower ChurnScore = healthier account.
Factor
Weight
Goal
Notes
% Active Users
15
S1/S2: ≥50%; S3/S4: ≥30%
ChurnScore goal is lower than journey goal (50-60%) - journey is more demanding. Active users are below 50% in the majority of accounts.
First Assignation Time (Comparison)
15
Trend improving vs prior period
Speed of lead routing. Prerequisite for Time to First Call - cannot improve contact speed without first fixing assignment speed.
Time to First Call (Comparison)
15
Trend improving vs prior period
Most commercially critical metric. Portfolio median: ~5.6 hours. Automotive benchmark: under 1 hour for competitive markets. BDC target: <60 min. Non-BDC: 2-4 hours acceptable.
Lead Qualification Time (Comparison)
10
Trend improving vs prior period
Lagging indicator - accumulates all upstream problems. High expired tasks always cause high qualification time. Cannot improve without first reducing expired tasks.
Opportunity Opened Rate (Comparison)
10
Trend improving vs prior period
Are qualified leads converting to opportunities? Declining rate may indicate qualification is completing but opportunities are not being created.
Opportunity Closing Rate (Comparison)
10
Trend improving vs prior period
Are opportunities being concluded? Median 26.7% (Closing Rate) and 7.1% (Winning Rate). Stuck Opportunities median: 569 cumulative.
Open Tickets
10
≤3 (all segments)
ChurnScore threshold stricter than journey at Stage 4+ (journey: S1/S2 ≤2, Stage 5 S1/S2 ≤1). Technical tickets (integrations, task rules) are more urgent than usability tickets.
Total Leads (Comparison)
8
Trend improving vs prior period
Lead volume driven by other products (WebSparK, StockSpark) and external sources. Declining Total Leads: diagnosis starts outside LSKr.
Valid Leads (Comparison)
8
Trend improving vs prior period
Valid rate is very high across the portfolio. Lead quality at entry is rarely the problem - value is lost in processing speed and completion, not at ingestion.
Key LSKe ChurnScore note: % Active Users carries the highest weight (20pt) of any factor in the LSKe ChurnScore - and is the most commonly failing metric. Only a small share of accounts reach ≥50% active users. All Comparison factors: positive = faster/more = improvement; negative = slower/less = deterioration.
Factor
Weight
Goal
Notes
% Active Users
20
≥50% (all segments)
Highest weight. Foundation for every other metric. Very low across the portfolio. Only a small share of accounts reach ≥50%. Check denominator first - inactive legacy accounts inflate Total Users.
Lead Qualification Time (Comparison)
15
Trend improving vs prior period
Positive = faster = improvement. Median ~28:30h (structural, multi-alert cycle). Monitor trend not absolute value.
Time to First Call (Comparison)
15
Trend improving vs prior period
Positive = faster. Median ~3:36h. Causally linked to W-alert expiry rate - cannot improve without first reducing expired alerts.
Total Leads (Comparison)
10
Trend improving vs prior period
Lead volume driven by external sources (portals, WebSparK). Declining = diagnose upstream products first.
Valid Leads (Comparison)
10
Trend improving vs prior period
Portfolio valid rate near 100%. Quality at entry is not the problem.
Opportunity Closing Rate (Comparison)
10
Trend improving vs prior period
Denominator = Valid Leads (not Opened Opportunities). Median 3.9%.
Opportunity Opened Rate (Comparison)
10
Trend improving vs prior period
Only a small share of accounts have opened opportunities. If declining: check whether Trattative are being created from qualified leads.
Open Tickets
10
≤3 (all segments, all stages)
Consistent threshold across all stages. Configuration tickets (alert rules, routing, access) more urgent than usability tickets.
Use this table to decide quickly whether a signal requires an immediate internal escalation or a coaching conversation with the customer.
Signal
What it likely means
First CSM action
Escalate internally if...
Open tickets > 2 at Stage 4+
Unresolved support issues affecting platform usability
Review ticket content; push support if stalled
Tickets > 3 business days with no update; technical issue (feed, portal) blocking publication
% Vehicles Published = 0%
Portal connections not configured or broken
Check whether portals were set up at delivery; ask customer if they can see vehicles in portal admin
Not resolved within 24h of identification - blocks all lead generation
% Import errors fires
DMS feed issue - origin unknown (dealer side or MotorK side)
Triage: ask customer about DMS changes first
Customer confirms no changes on their side - likely MotorK-side mapping issue
AVG Time to Publish > 30 days
Stale vehicle accumulation OR broken current workflow
Ask customer: "For a vehicle that arrives today, how long to get on portals?" - if fast, issue is historical stale inventory
Current workflow confirmed fast but metric remains high: data quality review needed
Last Vehicle Created gap > threshold for 14+ days
Platform dormant - not being used for daily inventory
Contact customer proactively; identify personnel change or access issue
Run PageSpeed Insights; guide on image optimization and script reduction (customer-controlled)
Primary opportunity is "Eliminate render-blocking resources" or "Reduce unused JS/CSS" - flag for technical review
Zero organic sessions for 60+ days
Site not indexed, or content and SEO work has not started
Check sitemap config; verify indexing in Google Search Console; push content creation
Site appears correctly configured but still not indexed
Zero login events for 30+ days at Stage 4+
Platform abandoned or access issue
Contact customer directly; verify access and identify responsible person
Customer confirms access issues they cannot resolve independently
WebSparK ChurnScore >= 70
Multiple ChurnScore factors in red simultaneously
Build full diagnostic before next call; present ChurnScore breakdown; prioritize top-weight factors
Score >= 70 for 2+ consecutive months with no improvement despite customer action
Conversion Rate drops to near zero with stable sessions
Contact form likely broken - technical issue, not commercial
Test the form before the call using the site URL (cf_instancename in Account View)
Form confirmed broken - flag to support immediately
Single user managing platform (Total Users >= 3, Unique Log Ins always = 1)
Structural continuity risk - any personnel change drops all metrics
Recommend adding and training a second responsible user
No immediate escalation - manage through conversation and monitor
Use this table to decide whether a signal requires immediate internal escalation or a coaching conversation. FidSparK has more technical integration points than other products - integration failures need faster escalation.
Signal
What it likely means
First CSM action
Escalate internally if...
FSK - Invoices = 0 at Stage 2+
DMS/CRM feed not configured or broken - entire review chain has no fuel
Verify in FidSparK Customers → Purchases; check feed status
No invoices after 5 business days of investigation
GMB connection broken (was connected, now error)
Google API authentication lapsed - common after Google API changes
Guide customer to re-authenticate in E-reputation → Sources
Systemic DMS data quality issue - emails not captured at point of sale
Review Missing information invoices in FidSparK; identify whether email or phone is missing
Field mapping issue: emails exist in DMS but not passing to FidSparK
Unsatisfied customer case open > 5 days with no response
Alert notifications not working or no one monitoring - review will publish automatically
Contact customer directly and immediately; verify alert configuration in Tools → Alert Configuration
Case about to publish automatically with no response - urgent flag
FSK - Avg GMB Rate < 3.5 and declining
Reputation emergency - real market dissatisfaction beyond FidSparK's scope
Review recent GMB reviews in FidSparK for recurring themes; prepare structured conversation
Score below 3.5 for 2+ consecutive months - may indicate service quality issue
FidSparK ChurnScore ≥ 70
Multiple factors in red simultaneously
Full diagnostic; present ChurnScore breakdown by factor prioritizing Answer Rate + GMB factors
Score ≥ 70 for 2+ consecutive months with no improvement
Stores Without Answered Reviews consistently above threshold
Structural POS management gap - specific locations not participating
Identify which POS in network dashboard; check responsible user status per silent POS
Multiple POS with no active responsible user - organizational issue
PredictSparK has two distinct problem layers: technical (DMS feed, invoice pipeline, store mapping - escalate) and operational (campaigns not activated, Opportunities not reviewed - coach). Identify the layer before the call.
Signal
What it likely means
First CSM action
Escalate internally if...
PSK - Invoices = 0 for 7+ consecutive days
DMS feed broken or never configured. AI has no data; predictive campaigns have no audience
Check Configuration → Stores → Invoices tab in PredictSparK; ask customer if any DMS changes occurred
No invoices after 3 business days of investigation; customer confirms no DMS changes
Opportunities tab empty after 30+ days of invoices
Invoice volume insufficient OR AI scoring not initializing (platform-side)
Check invoice volume and service type diversity; verify with customer what service categories are in the DMS export
Invoices present and diverse but Opportunities still empty - platform-side scoring issue
Active Campaigns = 0 at Stage 2+
Platform not used for marketing - behavioral, not technical
Walk through campaign activation in PredictSparK together during the call; use automatic onboarding templates
Customer refuses to activate campaigns - escalate to Account Manager for commercial conversation
Predictive Campaigns = 0 despite Active Campaigns > 0
Platform used as basic email tool; AI not being leveraged
Open Opportunities tab together; demonstrate predictive campaign value; activate one predictive campaign during the call
Ongoing non-adoption despite multiple sessions - escalate to Account Manager
Stores not receiving invoices count increasing rapidly
DMS feed breaking on additional stores; infrastructure or config change
Identify which stores and when they stopped; ask customer about DMS or IT changes
Full diagnostic; prioritize in order: invoice pipeline, campaign activation, predictive campaign adoption
Score ≥ 70 for 2+ consecutive months with no improvement despite customer action
Earn by Contact absent at Stage 5 (Month 7+) with campaigns running 4+ months
Attribution engine not matching contacts to invoices (service mapping issue or attribution window failure)
Verify invoice recency and service-type categorization in DMS export; check campaign contact volume (too low = no statistical conversions)
Campaigns running 4+ months with contacts but zero attribution - platform-side investigation needed
LeadSparK Revolution has two distinct problem layers: technical (integrations, task rules, SLA configuration - escalate) and behavioral (process not adopted, communication outside platform, opportunities not progressed - coach and use manager leverage). Identify the layer before the call. The 10 diagnostic patterns in the Value Chain tab provide deeper troubleshooting for each failure combination.
Signal
What it likely means
First CSM action
Escalate internally if...
No leads entering LSKr at Stage 2+
Ingestion path broken or not configured - email parser, API, WebSparK form, FTP
Verify Leads → Sales in platform; check email parser address, API credentials, WebSparK form connection. Every day without leads = customers not being contacted.
No leads after 3 business days of investigation; customer confirms no recent IT/DMS changes
All tasks expired (100%), even recent ones created today
Task rules not configured OR SLA set to 0 OR tasks assigned outside business hours without timetable config
Settings → Sales/After-Sales Tasks: are rules configured? Settings → Timetables: are business hours set? Create a test lead and watch when the SLA deadline appears.
Task rules appear correctly configured but tasks still expire instantly - platform-side issue
% Active Users = 0 for 2+ weeks
Platform completely abandoned or access problem
Contact customer admin directly; verify admin can log in. If admin access works: operational team was never onboarded.
Admin cannot log in - access/credential issue requiring support
Leads arrive but no tasks generated
LQF/LQW task rules missing or not triggering. Platform is passive - no deadlines, no owners, no SLA clocks.
Settings → Sales Tasks: are LQF rules created and enabled? Do they have assignment logic? Every lead since delivery has been sitting unprocessed.
Task rules correctly configured but tasks still not generating - platform-side bug
High expired tasks concentrated on 1-2 specific users
Either overloaded (too many leads) or behavioral (calls happening outside platform)
Check LSKr - Total Leads per Users for affected users. Compare their volume vs other users. Open their recent completed tasks: is the activity timeline empty?
User receiving equal volume to others but 90%+ expiry with empty timelines - may indicate PBX/email configuration failure
LSKr ChurnScore ≥ 70
Multiple factors in red simultaneously
Full diagnostic before call. Priority: % Active Users + First Assignation Time + Time to First Call (15pt each), then 10pt factors. Identify technical vs behavioral layer first.
Score ≥70 for 2+ consecutive months with no improvement despite customer action
Opportunities growing but Closing Rate declining
Front-end working (leads qualified, opportunities created) but back-end broken (OOFB/UFB follow-up tasks not configured or expiring)
Settings → Sales Tasks: are OOFB, UFB, OFB follow-up rules configured? Opportunities → filter Open → sort by Last Activity - how many have no activity in 30+ days?
Not a technical escalation - commercial/operational coaching required; involve Account Manager if pattern persists
Communication channels show 0 activity in timelines
All communication happening outside platform - calls from personal phones, emails from personal inboxes. Platform is being used for task management only, not as communication hub.
Open 10 recently completed leads. Check activity timeline: calls logged? Emails sent? Or only task status changes? Frame conversation: invisible communication = invisible management.
Communication channels contracted but technically not working (email sending failures, PBX not connecting) - configuration support needed
LeadSparK Essential has two distinct problem layers: configuration (alert rules, SLA, business hours, routing - fix before coaching) and behavioral (team not using alert queue, calling outside platform, not creating Trattative - requires manager leverage). The configuration diagnosis always comes first.
Signal
What it likely means
First CSM action
Escalate internally if...
No leads in platform at Stage 2+
Lead ingestion path broken - email parser, WebSparK connector, or API not sending leads
Check Gestione Lead for most recent lead date. Identify when leads stopped and correlate with any system changes
No leads after 3 business days of investigation
Leads arriving but no alerts generated
W-alert routing rules not configured - platform is passive
Admin → Gestione Eccezioni Alert: is a W-alert rule present and active? Every lead since delivery is sitting unmanaged
Rules appear configured but alerts still not generating
All alerts expiring within hours of creation
SLA set too short or business hours not configured - SLA clock runs 24/7
Check SLA value (Contatto da web). Create a test lead at 5pm - when does the alert expire? If overnight: business hours not configured
SLA appears correctly set but alerts still expire instantly
High W-alert expiry concentrated on 1-2 users
Either overloaded (too many leads) or alerts routed to inactive users (former employee)
Check lead volume per user and last login date for affected users. Alerts going to inactive Callers expire automatically
Not a technical escalation - redistribute leads or deactivate users
% Active Users = 0 for 2+ weeks
Platform abandoned or admin access problem
Contact customer admin directly. Verify admin can log in. If yes: operational team not onboarded
Admin cannot log in - credential/access issue
W-alerts managed, SF-alerts expiring at 80%+
Team doing front-end well (calling leads) but abandoning qualified opportunities without follow-up
Filter Trattative by "In Corso", sort by last activity. How many stale deals (>30 days no activity)? Each expired SF-alert is an open deal with no follow-up
Not technical - commercial coaching and manager leverage required
Good alert management, zero opportunities created
Team qualifying leads but not creating Trattative in system - pipeline invisible
Ask directly: "When a customer shows interest, do you create a Trattativa in LeadSparK?" If no: opportunity creation training
Not technical - adoption coaching required
LSKe ChurnScore ≥70
Multiple factors in red simultaneously
Full diagnostic. Priority: % Active Users (20pt), then Time to First Call + Lead Qualification Time Comparison (15pt each)
Score ≥70 for 2+ consecutive months with no improvement despite customer action
