Balance Scales
Service credits owed on one pan; the client's own lapses on the other.
The job
Forecast the month's service credits in money while they are still avoidable, fix the levers before cut-off, and offset credits with evidence of the client obligations that were missed.
The moment
The time-lapse plays, the scale tips on the 11th, and the incident card shows why: the client's unannounced price change drove 2,300 contacts in four days, most of the service-level miss they meant to charge for. The vendor manager acknowledges the card, the $180k credit is waived, and the payback line reads credits avoided or waived this quarter: 4.1x the licence.
What it does
- Log a client lapse
- Assign a lever
- Send an evidence card
- Record the actual credit and waiver
- Open incident verbatims
What you see
Animated brass balance scale with a month time-lapse, draggable lever weights and emailed evidence cards
What it moves
Service credits avoided or waived per quarter in US dollars, and forecast error at the 18th
Built for
- CX leaders & VoC
- Finance
- Partners & ecosystem
