Are you setting up Unison for the first time? Here are the suggested resources to bring your data into Totango Unison and start generating AI-driven intelligence.
The following steps provide a high-level outline for implementation. The process varies by model (standard | custom).
1. Manage organization settings
When you first log into your Unison instance, you can review your personal profile. As an admin, you can also add new team members who will use the system.
- Manage organization settings for your instance, including internal domain
- Update your personal user profile
- Manage team members
2. Bring your customer data into Unison
Connections allow you to bring data into Unison from another source. Unison supports the following tools for integration.
Each connector has different requirements for connection; consult your contract for limits. A connection to a CRM or relevant data source for accounts, users, opportunities, and other objects you want to track is required to start scoring.
3. Configure preferences and enable scoring
Before you tell Unison to start scoring accounts, set the scoring preferences for your data.
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Customer configuration: Set active customer definition and revenue options.
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Account tiers: Set up your account tiers to ensure accurate scoring based on how your team wants to segment accounts. (Required for account scoring.)
- Score thresholds: Make adjustments to what health thresholds are associated with the standard score.
- Score values: Decide how you want your health score values to display.
- Weighting & time windows: Define default weightings for score health grades.
- Key moments: Optionally enable overrides and score boost / penalties based on critical signals.
When all preferences are configured and you have connected relevant customer data (see above), turn on account scoring.
4. Validate customer data
Review the records that were brought into the system and individually scored:
- Accounts: Graded by standard inputs (Engagement, Sentiment, VOC, Relationship)
- Users: Analyze users of scored accounts, denoted by number and recency of engagements
- Opportunities: Analyze open renewal and expansion from scored accounts
- Meetings: Analyze all meetings with scored accounts
- Calls: Analyze all calls with scored accounts, denoted by sentiment
- Emails: Analyze all emails with scored accounts, denoted by sentiment
- Tickets: Analyze all tickets with scored accounts, denoted by sentiment
- Surveys: Analyze all NPS surveys with scored accounts
5. Review overview dashboards and model(s)
Use the following areas to assess customer health and engagement on an ongoing basis:
- AI Health Overview: Shows customer health breakdown and recent changes; at-risk revenue breakdowns; customer health trends; and quick views for customers at-risk, up for renewal, and recently renewed.
- Engagement Overview: Shows customer engagement breakdown, including accounts engaged, active multi-threaded, average engagement, and impact on at-risk revenue.
- AI Models: Shows risk assessment according to each model's inputs (e.g., standard or custom).