Customer support / Free editable template

At-risk customer save playbook template

A save playbook makes sure every at-risk account gets the right response, fast. This example starts from a health score alert, splits accounts by annual value into CSM-led and digital-led routes, then branches on the main warning signal to five save plays. Each leaf names the actions, the deadline and the owner, and a small table tracks how many accounts each route saved this quarter.

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At-risk customer save playbook example showing a decision tree from alert to save play, five plays with actions, deadlines and owners, a saved and lost tracker by route
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Set the alert

    Decide what starts the playbook, such as a health score under 40 or a sharp drop in usage.

  2. Branch by value and signal

    Split by account value first, then by the main warning signal, so each branch ends in one clear play.

  3. Track the results

    Log every play and whether the account renewed, and retire plays that rarely save anyone.

Questions about this template

Can I add a new save play to the tree?

Yes. Add a leaf under the right signal branch with its actions, deadline and owner, and connect it to the decision box above.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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