The Dashboard
The Dashboard shows how your book of business is doing. Switch between My accounts and Everyone at the top.
| Figure | What it means |
|---|---|
| Total ARR | The sum of all clients' ARR. |
| ARR at risk | ARR of clients that aren't Healthy or score below the Healthy threshold, with the share of total ARR. |
| Renewing in 90 days | Open renewals due in the next 90 days (including overdue ones, shown separately), with their forecast. |
| Gross retention (GRR) | For renewals closed in the last 12 months: the ARR you kept (never more than before) ÷ the ARR that was up for renewal. |
| Net retention (NRR) | Renewed ARR plus won expansion in the last 12 months ÷ the ARR that was up for renewal. |
| Expansion pipeline | Added ARR of open expansion opportunities. |
| NPS | % promoters − % detractors over the last 12 months, from −100 to +100. |
| CSAT | % of CSAT responses scoring 4 or 5 over the last 12 months. |
| Net new ARR, Expansion ARR, Churned ARR, Quick ratio | From the ARR movement report for the last 12 months. |
Charts show ARR by account owner, ARR by health, renewals by month for the next 12 months, expansion by stage, NPS by quarter, accounts at risk, ARR over time, ARR movement and the ARR waterfall. Hover over a chart for exact values. A figure shows "—" when there's no data yet.
Change your Dashboard layout
Click Edit layout on the Dashboard to arrange it your way:
- drag tiles and charts to a new position, or use the ↑/↓ buttons (keyboard and phone);
- hide the ones you don't need, and bring them back from the Add list;
- click Done to save, or Cancel to discard.
Your layout is saved just for you. Reset to default brings back the standard layout. Administrators can also Save as workspace default, which new members (and anyone who resets) get.
Reports: ARR movement
Open Reports → ARR movement to see how your ARR changed, month by month or quarter by quarter:
Starting ARR + New + Reactivation + Expansion − Contraction − Churn = Ending ARR
- New: a client's first ARR.
- Reactivation: a client that had churned has ARR again.
- Expansion: a client's ARR went up.
- Contraction: a client's ARR went down but is still above 0.
- Churn: a client's ARR went to 0, or the client was deleted.
The report shows the totals (net new ARR, expansion, churn and quick ratio), a bar chart of gains and losses per period, and a waterfall for the period you pick. Click a bar or category to see the clients behind it, with their start and end ARR and the reason (for example "Renewal Won"), and export the list to CSV.
Periods marked \* are estimated from the change history, from before daily ARR recording began. Deleted clients keep their history, so past months never change.
Reports: ARR over time
Open Reports → ARR over time for a chart of your total ARR, with the current total and the change over the selected range at the top. You can choose:
- Per: month, quarter or year;
- Range: last 12 months, this year, last year, all time, or your own dates;
- Chart: line, area or columns;
- Split by: owner, tier, health, industry or customer status (grouped by each client's current value);
- Filters, and My accounts / Everyone;
- Compare with the previous period or the same time last year (a dashed line).
Click Add to Dashboard to keep a chart with these settings as a Dashboard tile. You can add several, and edit or remove them with Edit layout. Export CSV downloads the figures.
Usage analytics
Usage shows how your clients use your product: for example users logged in or items created.
- Usage metrics define what you measure and how daily values combine into a period: Sum, Average, Maximum, Latest, or Unique (each user ID counted once per period).
- Usage records hold one value per client, metric and day. They usually arrive by CSV import or the API, optionally with user IDs.
On Usage → Analytics (and on each client page, filtered to that client), choose the metric, the period length (day to year), the time range, clients, and the chart type (line, bar or pie). The figures show the total for the period, the last full period compared with the one before, the best period, and how many clients reported. Usage trends feed the health score.
Billing and invoices
Billing holds your invoices to clients. Each invoice has a number (INV-00001 and so on), client, billing contact, status (Draft, Pending to send, Sent, Void), issue date, payment terms and service period.
Add the lines on the invoice page (description, quantity, unit price). The app works out the line amounts, subtotal, discount, tax, total, amount paid and balance due straight away. The due date comes from the issue date plus the payment terms.
Payment status is worked out for you: Not sent, Awaiting payment, Partially paid, Overdue (with the number of days overdue), Paid or Void. A client's Open balance adds up its unpaid invoices. Overdue invoices lower the health score and create alerts after 15 days.
Team and reassigning accounts
Team shows each person's book of business: accounts, ARR and share of ARR, average health score, accounts at risk, open and overdue tasks, renewals in the next 90 days, and meetings in the next 7 days. A "No owner" row shows clients without an active owner.
Administrators can Reassign accounts, for example when someone goes on holiday or leaves:
- Choose From (a person, or "No owner") and To (an active administrator or standard user).
- Untick any accounts that should stay.
- Choose whether to also move their open tasks and open renewals and expansion for these accounts.
- Click Reassign N accounts and confirm.
Every change is recorded in the audit log.
Setup: objects and fields (administrators)
Setup → Object Manager lists every object (Clients, Contacts and so on) with its fields and records. You can create your own objects, too.
On an object:
- Fields: add or edit fields of any type: text, numbers, money, percentages, dates, checkboxes, choice lists with colours, links to other records, people, files, automatic numbers, and calculated fields (formulas, totals of related records, or a field shown from a linked record).
- Page layout: drag fields into sections (1 to 4 columns), choose the highlight fields shown in the record header, and show, hide or reorder related lists. Click Save layout; a confirmation bar shows it saved.
- Object details: names, icon, colour, record name, timeline display, board view and totals, and "admin only".
Changes that could lose data or break calculated fields are blocked or ask you to confirm first. Setup → Change history keeps a snapshot before each risky change, and you can restore any of the last 10.
Setup → Relationships links two objects (one or many), and the link shows on both sides.
Formulas
Calculated fields use Excel-like formulas. Refer to fields by their key (for example arr) and to a linked record's field with a dot (for example client.health). You can use + - * /, comparisons, & to join text, and functions such as IF, AND, OR, CASE, ISBLANK, TODAY, DAYS_UNTIL, DAYS_SINCE, ADD_DAYS, ADD_MONTHS, ROUND, MIN, MAX, TEXT, CONCAT and CONTAINS.
Example: IF(DAYS_UNTIL(renewalDate) <= 90, "Renewing soon", "Later")
The editor shows hints as you type and a live preview on a sample record.
Setup: users, API and audit log (administrators)
- Users & roles: invite people, change roles, deactivate members, and limit invites to your email domains.
- API & Webhooks: create API keys (read only or read & write, all objects or chosen ones; a key is shown only once) and webhooks (an HTTPS address that receives signed notices when records change, with a delivery log). See the developer docs for details.
- Health score: weights, bands, automatic Health updates and alert thresholds (see "Health score settings").
- Audit log: every change in the workspace, newest first, filtered by object, person and source (app, import, API, automation, health score). Each record's History tab shows the same for that record.