Run Scorecard Optimizer (Beta)

Overview

Scorecard Optimizer, powered by Gainsight AI, assists admins by offering optimal configuration recommendations to set up new scorecards, and to improve the effectiveness of existing scorecards in their orgs. Scorecard Optimizer uses historical renewal data from the GS Opportunity object and customer data from Adoption Explorer, Surveys, and Cases to provide recommendations for improvements in the health scoring framework. This ultimately drives growth and customer engagement through early prediction of risks and opportunities.

Example Business Use Case:

Gainsight Admins create new scorecards based on the standard best practices to track their customer’s health. After seven to eight months, admins revisit and optimize the scorecard configuration that includes measures, measure groups, and weights, based on the scorecard history data and other customer data gathered over the period. Although a standard practice, the time to value in this approach is not user-friendly and economical because it often requires extensive analysis by data science professionals. As a result, CSMs relying on the scorecard are not equipped with relevant data to devise strategies and provide better support to their customers in scenarios where the account churns unexpectedly.

Scorecard Optimizer completely eliminates the data collection period. Powered by an AI-based model, Scorecard Optimizer provides organizations direct access to the scorecard configuration that is efficient and a reliable source for CSMs to timely predict both churn and renewal opportunities.

Key Benefits:

Scorecard Optimizer brings the following key benefits to the organizations:

• Reliable Customer Health Scoring: It helps CSMs to understand the reasons  behind their customers’ churn or renewal better. As a result, they are able to reduce scenarios in which a customer with a green score churns unexpectedly.
• Act on Renewal Opportunities: It helps CSMs to act quickly and efficiently on upcoming renewal opportunities through more accurate renewal predictions.
• Timely Address the Accounts at Risk: It helps CSMs by providing an optimized scorecard that gives timely indications about when an account is expected to churn. This allows them to create right strategies to help such accounts and reduce churn.

Prerequisite

To run Scorecard Optimizer on the scorecards in your orgs, you first need to set up the data requirements for the optimizer to generate results and recommendations. 

For more information on the data requirements for tenants having Renewal Center, refer to the Set up Scorecard Optimizer Data in Orgs With Renewal Center article.

For more information on the data requirements for tenants without Renewal Center, refer to the Set up Scorecard Optimizer Data in Orgs Without Renewal Center article.

Note: Scorecard Optimizer performs a data check to verify whether the provided data meets the requirements to generate results. For more information on the data checks, refer to the Scorecard Optimizer FAQs article.

Limitations

The following is the list of applicable limitations:

• Scorecard Optimizer is not available for Relationship scorecards.
• Scorecard Optimizer considers data only from the GS Opportunity and not GS Company Forecast for Renewal Data.
• Scorecard Optimizer considers only the Standard Objects from Adoption Explorer, Surveys, Case for Customer Data.

Optimizer for New Scorecard

To run Scorecard Optimizer on a new and first scorecard in your org:

1. Navigate to Administration > Scorecard. The Scorecard 2.0 page appears.
2. Click Create Scorecard. The General screen appears. For more information on how to create a new scorecard, refer to the Create Scorecards article.
3. Click Save. The Recommendations screen appears.
4. From the Recommendations screen, select one from the following options:
   • Run Optimizer: This option allows you to run the optimizer on the scorecard and receive optimal recommendations for the configuration.
   • Configure Scorecard: This option allows you to manually set the configuration.
5. Click Run Optimizer. The Scorecard Optimizer is in progress.

Note: After the optimizer results are generated, an in-app notification and an email are sent as communications to the admins.

Optimizer for Existing Scorecard

To run Scorecard Optimizer on an existing scorecard in your org:

1. Navigate to Administration > Scorecard. The Scorecard 2.0 page appears.
2. From the Optimizer column, click Run Optimizer of the scorecard line item on which you want to run the optimizer. The status changes to In Progress.

Note: After the optimizer results are generated, an in-app notification and an email are sent as communications.

Change Optimizer Settings

To change the optimizer settings, namely Time Frame and Prediction Window:

1. Navigate to the Recommendations screen.
2. Click the settings icon. The Optimizer Settings dialog appears.
3. From the Time Frame section, select the From Date and To Date.
4. From the Prediction Window drop-down, select the window in months.
5. Click Apply. The Scorecard Optimizer reruns to generate results based on the revised settings.

Download Optimizer Results

To download the Scorecard Optimizer results for the new or existing scorecard:

1. In the Recommendations screen, click Download Results. The Download Optimizer Results dialog appears.
2. Select the sections from the optimizer results you want to download.
3. Click Download. The results are downloaded in your local system in PDF format.

Rerun Optimizer

To rerun Scorecard Optimizer:

1. Navigate to View Results > Recommendations of the scorecard on which you want to rerun the optimizer.
2. Click the Rerun Optimizer icon. The optimizer status changes to In Progress.

IMPORTANT:

• We recommend running the optimizer again if the last run was more than two months ago. The caution icon appears on scorecards when the optimizer results are more than two months old. To rerun Scorecard Optimizer when the results are outdated:

1. Navigate to View Results > Recommendations of the scorecard on which you want to rerun the optimizer.
2. Click Rerun Optimizer. The optimizer status changes to In Progress.

• We recommend running the optimizer again if there are changes in the scorecard configuration, such as the scorecard name, schema type, weight assignment, and measure name updates. A caution icon and a banner appear, recommending running the optimizer again when the system identifies any changes.

Additional Resources

• Scorecard Optimizer FAQs (Beta)