Customers
All active customers — click any row to view full profile
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Customers reducing their service scope with eStore — not leaving, but losing share of wallet. SAM-owned.
What is Wallet Reduction? These customers are moving a specific service, market, or product category to another provider while retaining eStore for core fulfilment.
Examples: setting up an international warehouse (Portless, ShipBob), taking back a carrier account, moving a product category to another 3PL.
This is not reflected in their Churn Risk score.
Wallet Reduction Signals
Last 90 days · SAM-owned · Not reflected in Churn Risk score
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Customers confirmed as leaving eStore. Still operational — stock on-site, orders still shipping. Lifecycle stage set to Exiting in HubSpot.
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Exiting
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Exiting ARR
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Outstanding AR
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Overdue AR
Exiting Customers
Auto-synced from HubSpot lifecycle stage · Collect AR · Monitor operations through exit
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Past Customers
Historical record only · Auto-synced from HubSpot · Not included in churn scoring
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Past Customers
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Lost ARR (LTM)
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☝ Click any row to open the customer churn detail page
| Company | SAM | CSR | Risk | Risk Summary AI | Revenue (12m) |
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Revenue by customer · ex-GST · Xero invoices ⓘ
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Outstanding balances owed to eStore · Xero accounts receivable
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WMS volume by customer · outbound by order creation date · inbound by receipt/close date
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Dispatched shipments across all customers · bucketed by actual ship date
Shipments by Carrier & Month
All customers combined
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Carrier Share
Total shipments for period
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Monthly Breakdown by Service
Top carrier services · per month
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Avg business days from order creation date → dispatch date (excl. weekends & public holidays)
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Pricing
BM rate cards · active rates only
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Select a customer
Choose a customer from the list to view their BM rate card
Customer contracts · terms, SLAs, renewal dates
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Operational issues by time window
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AI-surfaced signals across risk, tickets, operations & team
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Ticket volume by category
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Last 30 days · - business days · Avg first response time shown for CS & Freight pipelines only
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Your Customer Success Intelligence assistant
High Risk
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customers
Overdue AR
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customers >30d
Expiring Contracts
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within 90 days
Wallet Reduction
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customers · last 90 days
Incorrect Mispacks (Tickets)
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Lost / Missing Stock (Tickets)
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Network B2C Dispatch Speed
Target: ≤1 business day · creation→dispatch · 6mo network avg
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Network B2B Dispatch Speed
Target: ≤1 business day · creation→dispatch · 6mo network avg
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