ROI and Business Case

[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]

This document sets out the financial case for automating your churn risk identification process. It shows what the current manual workflow is costing in staff time and salary, what changes after the two automated agents take over the data gathering and scoring work, and how quickly the investment pays back. The numbers are drawn from your confirmed process mapping session and FullSpec's internal benchmarks. Use this document to make the go/no-go decision and to brief any internal stakeholders who need to see the numbers before signing off.

01What the current process is costing you

The three highest-friction steps in your current process:

• Check Open Support Tickets (Intercom, 30 min/week): A support rep manually reviews every Intercom conversation to find accounts with tickets open longer than five days or three or more submissions in a fortnight. Because this step depends on individual attention and memory, accounts are routinely missed or reviewed twice. Failure mode: inconsistent coverage means some at-risk customers receive no contact at all.
• Review CRM Account Health Notes (HubSpot, 35 min/week): A Customer Success Manager scans HubSpot contact and deal records for last-contact dates, manually entered health flags, and account notes. The quality of this step varies entirely by who is doing it. Failure mode: stale or missing notes mean the risk picture is incomplete, and the downstream spreadsheet inherits those gaps.
• Compile Risk List in Spreadsheet (Google Sheets, 40 min/week): The CSM copies account names, risk signals, and rough priority scores into a shared Google Sheet. Priority is assigned by personal judgement rather than a consistent model. Failure mode: the list is only as good as the data extracted in the previous two steps, and it becomes out of date the moment it is saved.

02What changes after automation

After the two FullSpec-built agents go live, the Churn Signal Aggregator runs every morning and pulls usage data from Mixpanel, ticket data from Intercom, and account records from HubSpot automatically. The Risk Scoring and Routing Agent then applies a consistent scoring model, assigns a risk tier to every account, updates HubSpot, posts a structured Slack alert, and prepares a personalised outreach email, all before your team starts their day. The one decision point your Customer Success Manager keeps is reviewing and approving the pre-drafted email before it is sent. That review takes under two minutes per account. Everything else, including data gathering, scoring, CRM updating, Slack alerting, and activity logging, is handled by the automation without any manual input.

03Before and after comparison

04Tool costs

05Net ROI summary

06Assumptions log

All figures in this document are based on the process as it runs today with the team size and account volume confirmed during your mapping session. These numbers scale in both directions. If your account volume grows beyond 120 per month, the staff time saved increases proportionally because the automation handles the same data-gathering and scoring work regardless of volume, while the manual process would demand more hours from your team. If your team's hourly rate is higher than $50, the annual saving rises accordingly. Conversely, if you already hold active subscriptions to all three data tools, your year-1 net saving improves by the amount you would otherwise spend on those tools. FullSpec recommends reviewing the assumptions after the first 30 days of live operation, once real scoring data and outreach volume are available, to produce an updated ROI figure against actual results rather than estimates.