Product · Member experience
CommunityOS
Every member company carries a living health score built from attendance, ticket sentiment, event participation, payments and renewal proximity — surfaced to community managers as a daily action list, not a spreadsheet.
Member companies
1,860
Across 6 flagship centres
Healthy (score 70+)
72%
+4pt QoQ
At risk
118
Renewal within 90 days
Community NPS
61
+9 QoQ
Avg health score
74
Up from 64 eight weeks ago
Average member health score
Weighted blend of six signals, refreshed nightly
Health-band distribution
1,860 member companies
At-risk accounts
Flagged by the retention agent this week — ranked by urgency
| Company | Centre | Seats | Score | Renewal | Driver | Play |
|---|---|---|---|---|---|---|
| Fabrik Design Studio | Galaxy BKC Mumbai | 22 | 38 | 12 Sep 2024 | Meeting room contention | CM call + priority room quota |
| Lumen Health Diagnostics | Krishe Sapphire Hyderabad | 45 | 44 | 28 Sep 2024 | 3 unresolved AC tickets | Facilities escalation, SLA credit |
| Vahan Logistics | Cyber City Gurugram | 60 | 52 | 03 Oct 2024 | Headcount down 30% | Right-size renewal, downsell before churn |
| Kite Studio | Baner Pune | 18 | 55 | 19 Oct 2024 | Zero event attendance | Invite to demo day + intro coffee |
| Northlane GCC | Embassy Golf Bengaluru | 300 | 59 | 07 Nov 2024 | Price benchmarking against Prestige | QBR with regional GM, multi-year offer |
| Trailhead Labs | Prestige Central Bengaluru | 30 | 61 | 22 Nov 2024 | New office champion, no relationship | Onboarding refresh, CM introduction |
Churn drivers cited
Exit interviews and downgrade conversations, trailing 90 days
Health-score factors
Model weights, portfolio average by factor
Attendance74
Ticket sentiment61
Event RSVP48
Renewal proximity82
Payment timeliness91
Seat utilisation68
Renewal calendar
Next six renewals with live risk status
Fabrik Design Studio
12 Sep22 seats · Galaxy BKC · score 38, high churn risk
Lumen Health Diagnostics
28 Sep45 seats · Krishe Sapphire · facilities escalation open
Vahan Logistics
03 Oct60 seats · Cyber City · downsell conversation scheduled
Kite Studio
19 Oct18 seats · Baner Pune · re-engagement invite sent
Northlane GCC
07 Nov300 seats · Embassy Golf · QBR with regional GM booked
Orbit Payments
30 Nov80 seats · Galaxy BKC · expansion, not at risk
Today's community manager actions
Auto-generated by the retention agent each morning
Call Fabrik Design Studio before 5pm
Score dropped 12pts in a week; renewal inside 45 days.
Close out Lumen Health AC complaints
Third report in 48 hours — facilities SLA breached twice.
Send Orbit Payments a 30-desk upsell
Headcount +22 this month, current floor at 96% utilisation.
Invite Trailhead Labs to demo day
Zero event attendance in 90 days despite active badge use.
Flag Northlane GCC for QBR prep
Price objection raised twice in support chat this month.
Send Champion badge to Zeta Fintech
Score 94, referred two new leads this quarter.
How scoring works
From raw signal to a CM task
Signal capture
Badge taps, Wi-Fi presence, ticket sentiment, event RSVP and payment data pulled nightly per member company.
Weighted scoring
Six factors weighted (utilisation 25%, sentiment 20%, renewal proximity 20%, attendance 15%, events 10%, payments 10%) into a 0-100 score.
Band + trigger
Score crossing a band boundary or dropping 10pts week-on-week auto-creates a CM task with suggested play.
Human close-out
Community manager logs outcome; model recalibrates driver weights against saved vs. churned accounts quarterly.
Save-rate performance
Outcomes once an account is flagged
8 of 11 flagged accounts renewed after intervention
Daily three-action list closed within 24 hours
Facilities-linked churn risk needs faster turnaround
Why this matters
Positioning for the pilot review
Health scores refresh nightly across all 6 flagship centres, not just quarterly NPS surveys.
Saves an estimated 8 at-risk accounts per quarter worth ~₹2.1 Cr in retained ARR.
Community managers get 3 ranked actions a day instead of scanning a 1,860-row spreadsheet.