📡Expand — usage signals

The Expand module must be enabled on your account. Contact support to get access.

Expand monitors usage patterns across all your accounts and automatically surfaces actionable insights. It detects signals that indicate churn risk, upsell opportunities, and sudden usage changes — before they become problems or missed opportunities.

Signal types

Churn risk: A sustained decline in usage over two or more weeks, suggesting a customer may be disengaging. Prompts proactive outreach before churn happens.

Upsell opportunity: A sustained growth in usage over two or more weeks, suggesting a customer is expanding and may benefit from a higher tier or additional products.

Usage spike: An exceptional single-day increase in usage that stands out from the account's normal pattern. Could indicate a successful campaign, increased activity, or a change in how the service is used.

Usage drop: An exceptional single-day decrease in usage that stands out from normal patterns. May indicate a technical issue, reduced activity, or a change in the customer's operations.

How it works

Plock analyses usage data daily across all your accounts and products. Signals are only surfaced when they are genuinely noteworthy — the system filters out normal fluctuations so your team isn't flooded with noise, and each account's individual usage patterns are taken into account before a signal is raised.

Notifications

Signals are delivered as notifications in Plock. You can configure delivery channels such as Slack to receive alerts where your team already works. Signals run daily, so your team has up-to-date information each morning about any accounts that warrant attention.

Feedback and learning

After receiving a signal notification, you can rate it as helpful, not helpful, or "too early to tell". Negative feedback is used to automatically tune detection thresholds — if you consistently mark certain signals as false positives, the system becomes more conservative for that signal type going forward.

Product adoption scores

In addition to signals, Expand tracks product adoption scores per account — a measure of how actively each account is engaging with each product. These scores help customer success teams prioritise outreach and identify accounts that may need onboarding support or are ready for an upsell conversation. Adoption scores are visible on each account's page.