Catch a client going quiet before the reqs stop

A company-level last-touch date is close to useless in staffing. An account can look busy because one hiring manager sends three requisitions a month while the four other managers you were introduced to last year have not been contacted since. When your champion moves on, the account leaves with them, and the record shows an active client right up until the day it does not.

The build tracks last touch, response rate and requisition volume per contact. That produces a coverage view: which named people at this client have you spoken to in the last ninety days, which have gone silent, and which have never been contacted at all despite being on the account plan.

Contact-level coverage is also the earliest available warning of a churn risk, because a manager going quiet precedes a company going quiet by a quarter or more.

Client health is not only about how often you talk to them. It is about whether you are delivering. Four figures carry most of that: open requisitions, fill rate, submittal-to-interview rate, and revenue booked over the period.

Submittal-to-interview rate by client is the most diagnostic of the four and the least commonly measured. A client where your submittals convert to interview at ten percent is either briefing you badly or being served badly, and either way the fix is a conversation rather than more sourcing. A client at fifty percent is one you should be asking for more requisitions.

Fill rate over open requisitions tells you whether you are being used as a genuine supplier or as a backstop. An account with eleven open reqs and two fills is not an eleven-req account; it is a client posting the same roles to five agencies, and it should be resourced accordingly.

The output is a health state with a small set of values rather than a continuous score, and every component that produced it is visible on the same screen. Healthy, watch, at risk and dormant are states a person can act on. Sixty-three out of a hundred is a state nobody can act on.

Each component shows its own reading and its own direction: contact coverage, requisition flow, delivery conversion, revenue trend and payment behaviour. If an account moves to watch, the screen shows which component moved it and when, and clicking through opens the underlying requisitions, submittals or messages.

We are building it this way because opaque scores get ignored. A recruiter who cannot see why a client scores badly will not act on the score; they will assume the model is wrong, and quite often they will be right.

A health state that lives on a dashboard nobody opens changes nothing. When an account moves to watch or at risk, it raises a task on the account owner with the reason and the relevant records attached, and it can be pushed to a daily digest or a Slack or Teams channel.

The task carries a next action rather than an observation. The named hiring manager who has not been contacted in eleven weeks arrives as a call task with the contact record, their last three requisitions and the last conversation attached, which is the difference between an alert and a nag.

It does not predict churn. There is no model claiming a probability that a client leaves next quarter, because we do not have the data to support that claim and neither does anyone else selling one. What exists is a set of measured signals and a stated rule for how they combine.

It does not score a client's creditworthiness, and it is not a substitute for a credit check on a new account. It reflects payment behaviour you have recorded against invoices in Surhires, which is only as complete as your invoicing use.

It also does not manage a sales pipeline for new business. Business development against prospective clients is a different workflow, and the scoring described here applies to clients you already trade with.

This is an extension rather than a new product area. Companies, contacts, requisitions, submittals and placements already exist as records; the Wave 1 work adds the per-contact touch tracking, the derived delivery rates, the health state and the alerting on top of them.

The practical consequence is that scoring becomes useful for an agency in proportion to how consistently the desk logs client-side activity. A team that records client calls and submittals properly gets a coverage view within weeks. A team that keeps client conversations in personal inboxes will see a client that looks quiet because the system cannot see the emails.

Email and calendar integration reduce that gap considerably, since a logged meeting or a synced thread counts as a touch without anyone typing a note.