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Customer Support Management (CSM) Dashboard

Overview​

The CSM Dashboard is a customer health monitoring system designed to help the Customer Success, Sales, and Support teams at Pivot identify at-risk customers and take proactive action.

Replaces: Original HubSpot API integration approach Built with: Firebase Realtime Database + Next.js Dashboard Access: Restricted to Pivot support team

Purpose​

Provide real-time visibility into customer engagement and usage patterns to:

  • Identify customers at risk of churn
  • Detect usage pattern anomalies
  • Prioritize customer outreach and support
  • Track customer health metrics over time

Key Design Decisions​

Why Not HubSpot?​

After initial exploration of HubSpot API integration, the decision was made to build a custom dashboard for several reasons:

  1. Full Control - Complete ownership of data processing and analytics logic
  2. Real-time Updates - Direct access to Firebase Realtime Database for instant metrics
  3. Customization - Tailored UI/UX specifically for Pivot's support team workflows
  4. Cost - Avoid HubSpot API call limits and additional integration costs
  5. Integration - Seamless integration with existing Pivot infrastructure

Data Source​

All metrics are calculated directly from Firebase Realtime Database (pivot-inc project), providing:

  • Real-time customer activity tracking
  • Historical trend analysis
  • No data synchronization delays
  • Single source of truth

Target Users​

Primary Users​

  • Customer Success Managers (CSM) - Monitor customer health, identify at-risk accounts
  • Support Team - Prioritize support requests based on customer status
  • Sales Team - Track onboarding progress and expansion opportunities

Access Control​

  • Login required with @pivotapp.ca Google account
  • Role-based permissions (future enhancement)
  • Audit logging of dashboard access (future enhancement)

Project Timeline​

Origin: Monday.com Task #8947895553 Status: Specification Phase

Success Metrics​

Phase 1 (MVP)​

  • Display all 5 core customer health metrics
  • Real-time updates from Firebase
  • Filter and search functionality
  • Export customer lists to CSV

Phase 2 (Enhancements)​

  • Historical trend charts
  • Automated alerts via Slack
  • Customer health scoring algorithm
  • Predictive churn analytics

Phase 3 (Advanced Features)​

  • Customer segmentation
  • Custom metric builder
  • Integration with support ticketing system
  • Mobile app for CSM team