Optimus CX gives you real-time visibility into customer health, risk, and revenue impact—turning complex signals into clear actions that protect relationships and the bottom line.
OCX is Strateia’s live, intelligent dashboard for Customer Success. It transforms CX from reactive firefighting to proactive value recovery with one screen, owner-and-due actions, and explainable numbers you can defend in the boardroom.
How it measures what matters
OCX unifies metrics across sales, onboarding, adoption, support, billing, and customer operations into a single operational index: Overall Risk Performance (ORP).
- ORP: weighted KPI performance minus bounded penalties (complaints, EWS), shown as a live ring.
- OBP: the percent of revenue still safe, shown as a chip (OBP = (Revenue − AR)/Revenue).
- LQ: the Loss Quantifier turns at-risk revenue into profit-at-risk using your GM%. Toggle the loss basis between Profit (GM%) and Revenue.
Every figure is explainable: tooltip popovers show the exact formulas and live inputs; the Sensitivity panel lets leaders tune curves and caps; Export/Import snapshots make audits repeatable.
What you see at a glance
- ORP & OBP card — ORP ring, OBP chip, Revenue/GM inputs, loss basis toggle, LQ with /mo, /wk, /day breakdowns, and focus chips that jump to At-Risk or Customers.
- Portfolio Trend — an adaptive sparkline of ORP with 7d and 14d deltas.
- All At-Risk — quick list of accounts flagged by signals/complaints.
- Movers — top KPI changes by Hot Spot (7-day window).
- Hot Spots — Lead Gen, Pipeline, Support, etc., with score, deltas, open items, penalties, and Allocated Loss(weight-based share of LQ).
- Early Warning — signals with weight × confidence and aging.
- Complaints & CX Inbox — severity, status, owner, aging, and quick edit.
- Customers — tier, Health %, EWS, Δ7d, dollar risk share, trend spark, reason, owner, next action; per-customer KPI weighting.
- History — ORP over time, movers, and an event tape of signals/complaints.
Why it’s practical
- Recover revenue before it walks. Detect churn risk early and intervene while dollars are still on the table.
- End-to-end, real-time view. One screen spans onboarding → adoption → support → billing → customer ops, with drill-downs.
- Know the exact cost of delay. OBP + LQ translate every slip into dollars at risk; deltas show change over 7/14 days.
- From signal to action in one click. 🤖 buttons and the command button produce three concrete moves (owner + due) so teams execute now and prove ROI fast.
- Governance-grade transparency. Sensitivity controls, formula popovers, and snapshot exports make every number auditable.
Note: “Allocated Loss” in Hot Spots is a weight-based allocation of total LQ (not causal) for portfolio sizing.