Nextian extends the standard Salesforce Account object, providing account managers and sales representatives with a comprehensive 360° view of accounts from a service management perspective.
The package includes the following features:
- Additional Fields — financial, statistical, operational and others derived from services, products, locations and elements associated with accounts (see below).
- Page Layout — a Nextian page layout (Service Analyzer Account Layout) including the new fields, sections and related lists.
- Lightning Page and Components — lightning experience page (Service Analyzer Account) with additional components for improved account visualization: cases, service locations, resellers, products, services coming to end of term, month-to-month services and others (out-of-the box page contains all the components).
- Additional account list views.
All features are fully customizable after the package is installed.
Account roles
Nextian automatically determines account roles (customer, reseller, provider) based on the service data. The roles are not exclusive, i.e., an account can be a customer and a reseller at the same time. The following role fields are available:
| Field | Meaning |
|---|---|
| Is Customer | Checked if account is a customer, i.e., has any service associated with it (regardless of service status). |
| Is Reseller | Checked if account is a reseller, i.e., is listed as a reseller on any service for any account (regardless of service status). |
| Is Provider | Checked if account is a provider on any service element. |
Account operational status
Service operational status (Up, Down, Has Issues) is determined by the Nextian RMM based on statues of individual elements that make up the service.
Account operational status is derived from statuses of active services for the account:
| Field | Meaning |
|---|---|
| Operational Status | Aggregate operational status for the account based on operational statuses of its all active services, calculated as follows:
|
| Services Down | Number of active services (i.e., having fulfillment status equal to In Service) for this account that are down or have issues. |
| Affected Revenue | Total MRR (Monthly Recurring Revenue) of services that are in Down status. |
| Undergoing Maintenance | Checked automatically, if at least one service for the account is currently undergoing a maintenance, regardless of service fulfillment status. |
Service statistics
The following service-related fields are automatically calculated for accounts:
| Field | Description |
|---|---|
| Active Services | Number of active services (i.e., having fulfillment status equal to In Service) for the account. |
| Total Services | Number of services for the account regardless of their fulfillment status. |
| Active Locations | Number of distinct locations with active services for this account (services are also shown on the account locations map). |
| First Service Start Date | Service start date of the oldest service for this account (regardless of current service status), determining when the customer transitioned from potential customer to paying customer status. |
| Last Service End Date | End date of the last service for this account determining when the last service for the account went out of service. Set only when all account services are no longer active. |
| Days Since First Service Start Date | Number of days since service start date of the oldest service for the account (regardless of current service status), determining when the customer transitioned from potential customer to paying customer status. It is different than Account Age since age is no longer increased when account has no more active service (i.e., Last Service End Date is set). |
| Account Age | Age of the account (how long is or has been the customer with us), since the first service went into service, i.e., interval between the first service start date and today’s date, or between the first service start date and the last service end date for inactive accounts. Empty for accounts without services. |
| Month-To-Month Services | Automatically calculated number of active services (i.e. having fulfillment status equal to In Service) for the account that are currently on a month-to-month renewal. |
| Has Month-To-Month Services | Checked if the account currently has month-to-month services. |
Order statistics
The following order-related fields are automatically calculated for accounts:
| Field | Description |
|---|---|
| Has Active Orders | Auto-calculated, checked account has active orders (in ‘Pending’ or ‘In Progress’ status). |
| Active Orders | Auto-calculated number of active orders for the account (in ‘Pending’ and ‘In Progress’ status). |
| Total Orders | Auto-calculated number of past & current orders for the account, regardless of their current status. |
Case statistics
The following case-related fields are automatically calculated for accounts:
| Field | Description |
|---|---|
| Has Open Cases | Checked if there are cases for the account that are currently open (any case that has status different than ‘Closed’ is included in the calculation). |
| Cases Open Since | Creation date/time of the oldest, currently open case for the account. |
| Open Cases | Number of currently open cases for the account. |
| Total Cases | Total number cases open for the account (regardless of their current status). |
Revenue, profit & margin
Nextian calculates an aggregate of the service financial model for each account, based on its active services:
| Field | Meaning |
|---|---|
| Monthly Recurring Revenue | Automatically calculated total monthly recurring revenue for all active services for the account. |
| Monthly Gross Profit | Automatically calculated total monthly gross profit (dollar or currency amount) for all active services for the account. |
| Monthly Gross Margin | Automatically calculated, read only monthly gross margin / monthly recurring revenue for all active services for the account (percentage). |
| Monthly Net Profit | Automatically calculated total net profit (dollar or currency amount) for all active services for the account. |
| Monthly Net Margin | Automatically calculated, read only monthly net margin / monthly recurring revenue for all active services for the account (percentage). |
| Average Net Profit Per Service | Total net profit of all active services divided by the number of active services for the account. |
| Average Revenue Per Service (ARPU) | Total active service revenues divided by the number of active services for the account. |
| Average Gross Profit Per Service | Total gross profit of all active services divided by the number of active services for the account. |
Upgrade potential
Nextian calculates the following based on active upgrade opportunities on services for the account:
| Field | Meaning |
|---|---|
| Has Active Upgrade Opportunities | Checked if there is at least one active service (In Service) for this account with an active upgrade opportunity. |
| Upgradeable Services | Number (count) of active services (In Service) with active upgrade opportunities for this account. |
| Upgradeable MRR | Total MRR for active services (In Service) with active upgrade opportunities for this account. |
Billing and payments
The following fields are used to retrieve billing and payment information from billing systems:
| Field | Meaning |
|---|---|
| First Invoice Date | Date of the first customer invoice recorded in the billing system. |
| First Invoice Amount | Date of the first customer invoice. |
| Latest Invoice Date | Date of the latest customer invoice. |
| Latest Invoice Date | Date of the latest customer invoice. |
| Latest Invoice Amount | Amount of the latest customer invoice. |
| Total Amount Billed (All Time) | Total amount for all customer invoices (current customer lifetime value). |
| Balance Due | Current amount due. |
| Past Due Amount | Current balance that is past due (has not been paid on time). |
