Managed service providers live on tickets and SLAs, and so do their clients. A client rarely leaves over one incident. It leaves after a quarter of repeat outages, P1 tickets that sat in a queue, and a service review where the SLA report looked green but the client's experience did not. The renewal is lost months before the contract ends. SignalHOT reads client tickets from ServiceNow, Zendesk or a custom feed from your PSA tool, explains which clients are at risk and why, and shows where clients are asking for more.
What SignalHOT reads in your systems
- Incidents and service requestse.g. “Email outage for the second time this month”
- P1 and P2 priority and SLA breachese.g. “P1 response target missed by 40 minutes”
- Ticket CSATe.g. “Ticket rated 1 of 5: same issue as last week”
- Contract renewal datese.g. “Managed services contract renews in 120 days”
- Client tier and contract valuee.g. “Tier 1 client with 1,200 users”
And many more. From Salesforce, ServiceNow, Zendesk or a custom feed. Read-only.
How it works
- 1ConnectYour CRM or helpdesk, read-only.
- 2DetectMachine learning spots the signals.
- 3PrioritizeRanked lists, evidence shown.
- 4ActAI suggests. Your team decides.
Four signals, one account view
Protect: Churn Risk, Escalation · Grow: Success, GrowthA client heading into renewal unhappy
A 1,200-user client has had the same email outage twice this month, four P2 tickets breached SLA, ticket CSAT fell to 2.6, and the contract renews in 120 days.
Why it mattersManaged services renewals are decided in the service reviews of the last two quarters, not the last month.
A P1 going quiet
A P1 on a client's finance system is past its resolution target, the ticket has had no update for six hours, and the client's IT director has written: we are losing a day of invoicing.
Why it mattersOne badly handled P1 outweighs a year of green SLA reports.
A client that would vouch for you
A client rates its tickets 5 out of 5, and its incidents close well inside SLA.
Why it mattersIn IT services, references from similar clients close most new deals.
Asking for services you already sell
Growth opportunity, matched to your managed security and backup services.
A client's recent tickets ask about phishing emails, multi-factor authentication and backup for its cloud apps.
Why it mattersAdd-on services raise contract value and make the relationship harder to replace.
How SignalHOT's AI and machine learning help
The AI Advisors recommend the next step and show why. Your team decides what to do and does it.