Stop finding out about churn from the exit call.
Custally predicts churn before it happens — surfacing every Red account, stalled renewal and escalation about to blow — and tells your team exactly what to do to save the customer.
It’s also your B2B CRM, ticketing tool, project tracker and deal pipeline — so every warning sign comes from real work, on one record of the customer.
- AI
- health score, with the reasons
- 5 products
- on one customer record
- 1 click
- from risk to an owned task
Churn radar · renewals in 90 days
₹2.57 Cr at riskWhy the score dropped
- Champion left 18 days ago
- P1 open 21 days — 87% escalation risk
- Go-live delayed 6 days
- No exec meeting in 45 days
Save plan · next best actions
- 1Meet the new VP Operations this week
- 2Escalate the import bug to engineering
- 3Bring the account manager into the renewal
The gaps costing you ARR right now.
Every B2B team that looks after customers lives with the same three problems. Custally was built to close all three.
23days
Before renewal is too late to save it.
The champion left months ago, the P1 has been open for weeks, and the decision is already made. By the exit call, the ARR is gone.
Renewal risk3weeks
A P1 can sit open before it reaches leadership.
A P1 sits open. It becomes an escalation. It lands in your CEO’s inbox three weeks after it was first logged. Support was tracking it — nobody connected it to the renewal.
Escalation visibility7tools
Your team opens just to see one customer.
CRM, helpdesk, project tracker, spreadsheet, WhatsApp, email, BI. Every Monday your team rebuilds each account from scratch — and the customer notices the gaps first.
Scattered dataDetect. Predict. Act. Prove.
Don’t tell your CSM what’s wrong. Tell them what to do — and show leadership what it saved.
Detect: every signal, from real work
Tickets and SLA breaches, escalations, project delays, meetings and their outcomes, payments, renewal dates and open deals — Custally already has them, because your teams work in it.
- Support pressure and ticket age
- Delivery delays and scope creep
- Engagement: last call, last meeting, sentiment
- News from the open web (Customer Insights)
Signals on Acme Logistics · this month
- TicketsP1 open 21 days · 4 customer replies this week
- ProjectsData migration 6 days late
- ActivitiesLast exec meeting 45 days ago · “Stakeholder concern raised”
- DealsRenewal FY27 · ₹1.24 Cr · Negotiation
- InsightsMerger with FreightOne announced
Read the full story: Customer success & churn prediction →
Customer success, CRM, ticketing, projects and deals — on one record.
Custally is five products that share one record of every customer. Use one, or all five: whatever happens in one is visible — and actionable — in every other.
Customer success & churn prediction
Predict churn. Save the customer before the exit call.
Customer success software helps the people who look after existing customers — customer success managers (CSMs), account managers and their leaders — keep those customers happy, renewing and growing. Instead of guessing which accounts are fine, the software tracks the signals that show whether a customer is getting value, and warns you when something is going wrong.
Replaces
Use cases
Spot at-risk accounts 90+ days before renewalCSMs & CS leaders
AI Health Score drops and names the factors: champion gone, P1 ageing, no exec contact in 45 days.
Turn risk into a save plan, not a meetingCSMs
Next Best Action ranks what to do — “Call the VP Operations this week” — with the data point behind each one.
Run onboarding and ring-fence playbooksCS operations
Account Checklists (e.g. Onboarding, Ring Fence) create the same steps as tasks on every new account.
Forecast renewals honestlyCS leaders & finance
Renewal Predictor scores each renewal with reasoning and recommendations.
Don’t take our word for it. Click around.
This is Custally’s real look and feel — the same header, screens and controls your team will use — on sample data. Open an at-risk account, escalate a ticket, move a deal, tick a milestone, become the customer in the portal. Replies are scripted, so nothing here calls an AI or saves anything.
Good morning, Priya
Your book today · 6 accounts · ₹5.34 Cr ARR
Needs you today
Renewals at risk · next 90 days
Tickets resolved · last 12 weeks
Dashboard: Your book today. Click any number or item — it jumps to the screen behind it. This is a scripted mock-up on sample data — no AI runs and nothing is saved.
Your customer is scattered across seven tools.
Sales has the CRM, delivery has a project tool, support has a helpdesk, success has a spreadsheet — and nobody sees the whole customer until it’s too late.
CRM
deals & contacts
Project tool
implementations
Helpdesk
tickets & SLAs
CS platform
health & renewals
WhatsApp phones
customer chats
Spreadsheets
trackers & targets
BI tool
reports
7 logins
7 copies of the customer, none of them complete
Built for every business that keeps serving its customers after the sale.
Pick your industry to see the problems Custally solves there — and a real day in the life.
Predict churn from usage, tickets and renewals; run onboarding and upsells on one record.
What hurts today
- Churn surprises. Customers churn at renewal and the warning signs were spread across the helpdesk, the CRM and someone’s inbox.
- Slow time-to-value. Onboarding drags on, customers never fully adopt, and the renewal starts on the back foot.
- Support and success don’t talk. The CSM learns about the angry P1 from the customer, not from support.
Example: A renewal saved 60 days out
- Day 0Acme’s champion leaves. The CSM logs it on a call note with the outcome “Stakeholder concern raised”.
- Day 3A P1 bug has been open for 18 days. The Escalation Predictor scores it 87% and the AI Health Score drops, naming both factors.
- Day 3An automation on “RAG changed to Red” alerts the CSM and their manager in Slack and creates a task.
- Day 4Next Best Action: “Meet the new VP”, “Escalate the bug to engineering”, “Bring in the account manager”. Each becomes a task.
Built for every team that touches the customer.
Each team gets the screens it needs — on the same customer record as everyone else.
The problem
“CSMs piece together each account from six tools and find out about churn on the exit call.”
How Custally solves it
- Account 360 with your own metric cards per role
- Health, renewals and escalation risk across the book
- AI next best action and web research per customer
- Checklists like onboarding and ring-fence that create the tasks
One screen
per customer, for every team
Risk shows up months before the renewal, with the action already assigned.
AI that does the work — not just a chat window.
AI is built into every record: it predicts, drafts, researches and builds. Pick one to see it work.
AI Assistant
Which at-risk accounts renew soon?
Your AI, your keys
Use Anthropic, OpenAI or Google Gemini with your own key. AI answers respect each person’s role and field access, and builders ask a question instead of guessing which field you meant.
Give customers their own window into your work.
A secure, branded portal — magic link and email code, no passwords to manage.
- Self-service that deflectsKnowledge Base articles appear as customers type, before a ticket is raised.
- Projects, without status callsCustomers follow milestones and complete their own action items.
- Tickets and files in one placeRaise and track tickets, download shared documents.
- A bot that knows themThe Support Bot answers signed-in customers with their own account context.
Raise a ticket
Your open tickets
#4182 API timeout on bulk import
In progress · linked to “Data migration”
Your process, without a developer.
Admins shape Custally to how your company works — and can see exactly what every rule and automation did.
Custom fields & objects
Add fields to any object — including Address fields with a maps link — and rename every object to your language.
Forms & form rules
Design every create and edit form. Show, hide, require or default fields by rule — with a log of what each rule did.
Automations
Event, schedule and webhook triggers with branching and AI steps — plus a run log of the input and output of every card.
Approvals
Approval tasks with Approve / Reject — automations decide who approves, when, the deadline, reminders and what happens next.
Custally Functions
When no-code isn’t enough: JavaScript functions you test and publish, called from automations or as secure APIs.
Field-level access
Hide, mask or make read-only any field per role. It applies everywhere: lists, forms, reports, exports and AI.
360 cards & views
Metric cards on Account, User and Product 360 by role or person, plus quick filters and table defaults.
Your brand
Your colours and logo, a white-label custom domain, and a branded customer portal.
Try a form rule — change Priority or Category:
New ticket
Form Rules Log
“P1 needs impact” Not met
Priority is P3 ≠ P1 → fields stay hidden
“Billing needs invoice” Not met
Category is Technical ≠ Billing → field stays hidden
Every submission records which rule did what, and why.
Security in layers, enforced by the database too.
Your customers trust you with their data. Every layer below is built in — not an add-on, not a plan upgrade.
Two-layer tenant isolation
- Every query is scoped to your organisation, taken from your verified sign-in — never from the request.
- Row-level security on every table, with a restrictive policy no other rule can widen.
- Even a query missing its filter can only reach your own rows; refusals are logged.
- An automated test signs in as one organisation and tries to read, change and create another’s data in every table.
Try it: read another company’s data
- Press Attempt to send the request through both layers.
Details in our security overview and sub-processor list.
Scales with you. Runs where you need it.
One product, four ways to host your data — from shared cloud to your own AWS or Google Cloud account. Same app, same URL.
Cloud
Multi-tenant SaaS with two-layer isolation. Sign up and go live this week.
- Database-enforced tenant isolation
- Automated managed backups
- Edge-served app, autoscaling API
Custally
App & API
AI & jobs
Shared database · isolated
Your cloud
Not needed
Edge front door
The app is served from a global edge network; only API calls travel to the servers.
Autoscaling serverless API
Stateless functions scale with load — no servers to size for peak.
Realtime updates
Lists and records refresh as teammates change them, instead of everyone polling.
Background job workers
Imports, AI, emails and automations run as jobs with retries, backoff and de-duplication.
Bounded by design
Every list is paginated server-side and every dashboard aggregated, so speed doesn’t degrade as your history grows.
Built to a scale standard
Every feature is reviewed against 5,000 → 25,000 → 50,000 active users before it ships.
Fits into the tools you already use.
Two-way where it matters, webhooks and an API for everything else — and Custally Functions when you need custom logic.
Communication
- Microsoft 365 (Outlook, calendar, Teams)
- Slack
- Microsoft Teams
- WhatsApp Business
- Email inboxes
Ticketing
- Jira
- Zendesk
- Freshdesk
- ServiceNow
- Zoho Desk
Social
- Facebook Messenger & comments
- Instagram DMs & mentions
- X mentions & DMs
Data & developer
- REST API & API keys
- Webhooks (in and out)
- Custally Functions
- Google Sheets & Excel in Cortex
- @Custally bot in Teams
One platform instead of a patchwork.
| What you need | A stack of tools | Custally |
|---|---|---|
| One record of the customer across sales, delivery and support | Each tool has its own copy of the account | One Account 360 every team works from |
| AI that acts, not just summarises | Add-on chatbots per tool | AI replies, predictions, research and builders, built in |
| Customer self-service | A separate portal product | Branded portal: projects, tickets, files, bot |
| Change a process without a developer | Admin tickets to the vendor | Forms, rules, approvals, automations, functions |
| Where your data lives | Shared cloud only | Cloud, dedicated, your AWS / GCP, or your own database |
| Reporting | Export to a BI tool | Live dashboards and targets in Cortex |
Live in weeks, not quarters.
Start with the team that hurts most. Switch on more modules when you’re ready — nothing needs migrating twice.
- 1
Week 1
Configure
Switch on the modules you need, rename objects to your language, design forms and fields.
- 2
Week 1–2
Bring your data
Import accounts, contacts and history; connect email, WhatsApp, Microsoft 365 and your ticketing tool.
- 3
Week 2–3
Turn on AI & automation
Health and risk, AI replies, automations and approvals — tested with run logs before they go live.
- 4
Week 3–4
Open the portal
Invite customers to their portal and put the Support Bot on your website.
Questions buyers ask us.
What is Custally?
Custally is an AI-first customer platform for B2B companies. It started as customer success software that predicts churn — an AI health score with the reasons behind it, renewal predictions and escalation early-warning — and it is also a B2B CRM, a helpdesk ticketing tool, a project management tool for implementations and a deal pipeline. All of them share one record of each customer, the Account 360.
How does Custally predict churn?
It reads the signals already on each account — ageing and high-priority tickets, escalations, project delays, how recently you met the customer and what the outcome was, renewal dates, payments and open deals — plus news Customer Insights finds on the open web. The AI Health Score names the factors pulling an account toward churn, the Renewal Predictor gives a renewal likelihood with reasoning, and Next Best Action tells the CSM what to do, one click from a task.
Is it a CRM, a helpdesk or a customer success platform?
All of them, on one record. Accounts, contacts, activities and deals cover the CRM side; tickets, SLAs, the Knowledge Base and the Support Bot cover support; projects cover onboarding and delivery; health, renewals and churn prediction cover customer success. Each team stops keeping its own copy of the customer.
Do we have to use every module?
No. Every module can be switched on or off for your organisation — start with the one that hurts most (often churn and renewals, or tickets) and add deals, projects or the portal later. Nothing has to be migrated again.
Which industries use Custally?
Any business that sells to other businesses and keeps serving them after the sale: SaaS and software, IT services and MSPs, manufacturing and industrial equipment, healthcare and healthtech, fintech and financial services, logistics, education and edtech, and agencies and professional services.
Which AI does Custally use?
You choose: Custally works with Anthropic, OpenAI and Google Gemini models using your organisation’s own key, so AI usage stays under your account and your provider’s data terms. AI answers respect each user’s role and field-level access.
How is our data kept separate from other customers?
Twice: the application scopes every query to your organisation from your verified sign-in, and the database enforces row-level security on every table with a restrictive policy. For more, run on a dedicated database, in your own AWS or Google Cloud account, or on your own database.
Can our customers log in?
Yes — the Customer Portal gives your customers’ contacts a secure, branded portal (magic link plus email code, no password) to follow projects, raise and track tickets, download files and chat with the Support Bot.
What does it integrate with?
Microsoft 365, Slack, Microsoft Teams, WhatsApp Business, Facebook, Instagram, X, Google Reviews, Jira, Zendesk, Freshdesk, ServiceNow and Zoho Desk, plus a REST API, webhooks and Custally Functions for your own systems.
How long does rollout take?
Most teams configure and import in the first week or two and open the portal to customers within a month. You can start with one team and grow from there.
Stop managing activities.
Start saving customers.
See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.