What is MSP customer success software?
MSP customer success software watches the health of each customer account so the MSP can act before a customer leaves. Current builds that from the tickets, satisfaction scores and contracts already in your PSA, and tells the account owner which customers need attention first.
What Current notices before a customer says it out loud
Each of these reads data your PSA and your survey tool already hold, and shows the record behind it. Unless a card says otherwise, everything here is live today.
Hot tickets reach the account owner in minutes
A ticket that is urgent, reports a security incident, sounds unhappy or complains about billing alerts the people who own that customer, by bell and email.
Seats or price, in every lost dollar
The MRR movement and churn report shows who left, shrank or grew, with each change split into seats and price, so you can see whether a price increase landed.
Churn watch on real survey answers
By default a customer is flagged after 2 negative answers in 90 days that are also a quarter or more of that window's surveys. You can change both.
Security gaps found across your tools
With the Service Desk, an hourly check finds a device missing the protection the rest of the fleet has, MFA off, or an operating system out of support, and a person opens the ticket.
Beta · set up by Current's teamA company with no owner still gets noticed
When nobody owns the customer, the alert goes to tenant admins and sales leaders and says plainly that no account manager is assigned.
One VIP star for sales and service
Star a contact or a company once and the account team sees it. With the Service Desk, the service team sees the same star on its tickets.
Leaving soon and renewals at risk
The same report lists the customers who look set to leave and the renewals in danger, before the contract ends.
- ticket signals that alert: urgent, security incident, unhappy, billing complaint
- 4
- instant unhappy or billing alerts a person a day; the rest wait for the morning digest
- 5
- the churn watch's window, by default
- 90 days
- a customer stays off its owner's health list after someone follows up
- 21 days
Hot ticket alerts for the account owner
When a ticket is urgent, reports a security incident, sounds unhappy or complains about billing, Current alerts the people who own that customer.
Each ticket is read within minutes of arriving, and only a ticket a person wrote can ring: a forwarded monitoring alert never does. An alert from an executive says who reported it. Urgent and security incident alerts always arrive at once. Past 5 instant emails in a day, unhappy and billing complaint alerts wait for one digest the next morning.
Relationship health, ranked by risk and revenue
Relationship health ranks every customer by a risk score from 0 to 100, built from hard signals and weighted by the revenue at stake, so the account worth most to you rises first.
Unhappy tickets, billing complaints and security incidents in the last 30 days each raise the score. AI explains each ranking in a sentence, and never picks the accounts itself. A customer Current has not read yet shows as unknown, never as healthy, and one somebody just followed up stays off its owner's list for 21 days, marked Follow-up scheduled in the team view.
See it on your own PSA data
For the free trial: card up front. We email you the exact amount three days before the first charge, and you can cancel anytime during the trial.
CSAT and the revenue story behind churn
Current reads satisfaction scores from CrewHu, SimpleSAT or your PSA's own surveys, puts them on each customer, and raises a churn watch flag when the answers turn.
The MRR movement and churn report then shows the money: new, expansion, contraction and churn over any period, who left, shrank or grew with each change split into seats and price, the customers leaving soon and the renewals at risk. An AI summary explains the period, and a person picks the reason each customer left.
- SOC 2 Type II audited
- Built by an MSP, for MSPs
- Your PSA stays the source of truth
AI in customer success, and where a person stays in control
Hard numbers rank your customers. The AI reads, explains and suggests, and a person decides what happens next.
| What Current does | What your team does | Limits |
|---|---|---|
| What Current doesReads each new ticket within minutes for urgency, a security incident, an unhappy customer or a billing complaint | What your team doesThe account owner calls or emails, then presses Mark handled, or Not right when the read is wrong | LimitsOnly a ticket a person wrote can alert. Nothing is written to your PSA. |
| What Current doesExplains in a sentence why a customer ranks where it does on relationship health | What your team doesDecides which customers to call | LimitsThe AI never ranks the customers. A customer it has not read shows as unknown. |
| What Current doesWrites a summary of the period on the MRR movement and churn report | What your team doesReads it beside the figures | LimitsA sentence carrying a figure the report does not print is dropped. |
| What Current doesSuggests the reason a customer left | What your team doesPicks the reason, or writes their own | LimitsA suggestion only. No money figure reaches the AI for it. |
| What Current doesWith the Service Desk, ranks and explains the security gaps it finds across your tools | What your team doesOpens the ticket, or ignores a gap with a category, a note and an end date | LimitsNothing is opened or changed on its own. An ignored gap comes back early if it gets worse. |
Where the satisfaction scores come from
One survey tool per workspace, plus your PSA's own surveys. A ticket scored twice counts once.
Survey tools
3 tools
- CrewHuSurvey answers on each customer and the technician who worked the ticket, feeding the churn watch.
- SimpleSATSurvey answers on each customer and the technician who worked the ticket, feeding the same churn watch.
- TeamGPS (Not yet verified on a live account)Built to connect, feeding survey answers into the same churn watch.
Your PSA
2 tools
- Autotask, ConnectWise PSA and HaloPSA surveysRead automatically and read only. A tenant admin can turn them off. Proven on a live HaloPSA account.
- Tickets and contractsTickets feed the four alerts, and contracts feed the revenue weighting and the MRR report.
Marked connections are built to the vendor's published developer interface and are being verified on live accounts.
How customer success works with your PSA
Every signal comes from data your PSA already holds. Nothing here is written to it.
| What | Direction |
|---|---|
| TicketsRead for the four alertsFrom your PSA | From your PSA |
| Survey ratings (CSAT)Autotask, ConnectWise PSA and HaloPSA surveys, read onlyFrom your PSA | From your PSA |
| Contracts and recurring revenueFor the revenue weighting and the MRR reportFrom your PSA | From your PSA |
| Signals, health, stars and alertsStays in Current | Stays in Current |
Supported PSAs: Autotask, ConnectWise PSA, HaloPSA and Syncro.
Included. One module or all of them, same price.
Every seat gets every available module and every integration, with a 14-day free trial.
The questions MSPs ask first.
How does Current spot an unhappy customer?+−
It reads each new ticket within minutes and marks it when it is urgent, reports a security incident, sounds unhappy or complains about billing. The customer's account owners get a bell and an email. Only a ticket a person wrote can alert, so a forwarded monitoring alert never does.
Who gets the alerts?+−
The people who own that customer in Current. A customer with no owner alerts the tenant admins and sales leaders instead, and the alert says no account manager is assigned. Urgent and security incident alerts always arrive at once. Past 5 instant emails in a day, unhappy and billing complaint alerts wait for one digest the next morning.
Does AI decide which customers are at risk?+−
No. Hard numbers rank the customers, such as signals, satisfaction scores and revenue at stake. AI writes the sentence that explains a ranking, and a customer it has not read shows as unknown rather than healthy.
When does the churn watch flag a customer?+−
By default, after 2 negative survey answers in 90 days that are also at least a quarter of that window's surveys. An admin can change the window, the count and the share.
Where does CSAT come from?+−
From CrewHu or SimpleSAT, or from the surveys built into Autotask, ConnectWise PSA or HaloPSA. PSA surveys are read automatically, read only, and an admin can switch them off. Current is also built to connect with TeamGPS, which has not yet been run against a live account.
Can I see whether we lost seats or lost on price?+−
Yes. The MRR movement and churn report shows who left, shrank or grew, and splits each change into seats and price. It also lists the customers leaving soon and the renewals at risk.
Is customer success a separate module?+−
No. It is a set of features in Current's CRM: ticket signals, relationship health, CSAT, the VIP star and the MRR movement and churn report, included for every workspace that uses the CRM. Security gaps come with the Service Desk, which is in Beta.
Does customer success cost extra?+−
No. Every module and feature is included in the per-user price.
See Current on a real book of business.
The demo shows a hot ticket alert reaching the account owner, every customer ranked by risk and revenue, and the MRR report splitting lost revenue into seats and price.