Health and risk
Customer onboarding health score with the reason written next to it
The customer onboarding health score in OnboardingCustomers rates every project green, amber or red from signals in the plan itself: overdue customer tasks, stakeholders who have gone quiet, milestones slipping past their dates and blockers the AI finds in comments and form answers. Each status shows the reasons, so your team knows what to fix.
| Customer | Phase | Go-live | Health |
|---|---|---|---|
| Northwind Logistics | Configuration | Nov 15 | On track |
| Brightline Health | Discovery | Nov 30 | At risk Champion silent 6 days |
| Kestrel Payroll | Data migration | Dec 1 | Blocked Data export rejected twice |
| Quillmere Freight Partners | Training | Oct 31 | On track |
| Atlas Dental Group | Kickoff | Dec 12 | At risk Kickoff not booked |
Three statuses and what puts a project in each
A status is only useful if you can act on it. Every project shows its color and the reasons behind it.
Green means moving
Customer tasks are done or within their dates, milestones are on plan and every key contact has been active recently. No action needed beyond the plan.
Amber means watch
A customer task is a few days late, a stakeholder has gone quiet or a milestone is close to slipping. Worth a check in this week before it turns red.
Red means act now
A milestone has slipped, the go-live date is no longer possible or a blocker was found in the customer messages. Someone senior should call the champion.
Why a gut feeling is not an onboarding health score
Most teams already have a health score of a kind. It is the implementation manager's sense of how a project is going, reported in the weekly meeting. The trouble is that it is optimistic until it is suddenly not. The project that was fine last Monday is red this Monday, and looking back, the warning signs were there three weeks ago.
Those warning signs are almost always in the data. The IT contact stopped opening the portal. The security questionnaire was rejected twice. A comment on the discovery task mentions that the customer's CFO wants to revisit the scope. None of these is dramatic alone, but together they predict a slipped go-live far better than the weekly status.
A customer onboarding health score built from project signals reads them continuously. At Atlas Dental Group's onboarding, the score moved to amber when two practice managers went quiet for six days, and to red when a comment said the group was waiting for a new office manager to start. The implementation lead called the regional director the same day and moved the go-live by two weeks before anyone was surprised.
Health sits next to the progress numbers covered in our article on time to value in B2B onboarding, such as days to kickoff and planned versus actual go-live.
Northwind Logistics, Growth rollout
Go-live Nov 15, 32 days left
- Closed-won Oct 1
- Kickoff Oct 6
- Discovery Oct 13
- Configuration Oct 27
- Training Nov 7
- Go-live Nov 15
- Confirm data fields to import Customer
- Share current carrier contracts Customer
- Map warehouse codes to locations Vendor
- Review user roles with IT lead Vendor
- Approve configuration workbook 2 days late Customer
Each health reason links to the task or comment that triggered it.
Signals and their default thresholds
Defaults that suit a typical four to eight week onboarding. Every threshold can be changed per template.
| Signal | Amber when | Red when |
|---|---|---|
| Overdue customer tasks | Any task 3 days late | A milestone task 7 days late |
| Silent stakeholders | A key contact inactive 5 days | The champion inactive 10 days |
| Milestones | Due in 2 days with open tasks | Past its planned date |
| Go-live date | Remaining work exceeds time left | Target date has passed |
| AI blocker detection | Possible blocker in a comment | Confirmed blocker on a milestone |
What happens when the status changes
A change in health is an event, and events can trigger rules. When a project turns amber, the implementation manager gets a note with the reasons. When it turns red, the team lead is told and the status is written to the CRM, so the account executive sees it before the customer brings it up. Set these up in client onboarding automation alongside your reminder rules.
Blocker scans use AI actions from your plan allowance, 200 per month on Startup up to 15,000 on Enterprise. Rule based signals such as overdue tasks and silent contacts are calculated on every plan without using that allowance.
Frequently asked questions
Still deciding? Write to [email protected] and a person on our team answers.
What signals feed the onboarding health score?
Can we change the thresholds?
What does AI blocker detection look for?
Does the health score go to the CRM?
Is this the same as a customer success health score?
See which onboarding needs you today
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