this+that for customer success
Sales closes the deal. You keep it.
Renewals, onboarding, escalations, the relationships that span four stakeholders: all of it lives in email. this+that reads those threads and pulls out every follow-up on its own. Tell it what a churn signal looks like on your accounts and it watches for that too, so you stop reacting to problems that sat in plain sight for weeks.
The cost of a missed signal is a churned account
A customer mentions 'looking at alternatives' in a reply three days ago. The thread had 12 messages, you saw it today, and the window may already be closed. That is how churn usually arrives: not as a decision, but as a signal somebody read too late.
The same gap runs through the rest of the job. Renewal dates sit in the CRM. The conversations that actually decide them, the objections and the asks and the relationship context, are scattered across thousands of threads. A new customer comes aboard on Monday and the welcome email goes out, but the check-in calls and milestone reviews that should follow it never get created. An account goes quiet for three weeks and nobody notices, because nobody was tracking it, until the cancellation request lands.
Every customer's open work, surfaced before it becomes a problem
DoBox reads your customer threads and pulls the open work out of them, with no tagging or manual entry. That part runs from the moment you connect an inbox: the commitments and follow-ups buried in renewal conversations become tasks, so stalled threads rise to the top instead of getting lost under onboarding noise.
The customer-success specifics are yours to define, and they are workflows rather than settings. Describe what a churn signal looks like on your accounts and this+that watches for it. That is the trade: we do not ship an opinion about which words mean a customer is leaving, because the words that matter in your business are not the ones that matter in someone else's.
Churn signals you define
Tell it which language in a reply means trouble, and a matching thread gets flagged and routed while the account is still a worry rather than a formal request.
Onboarding that builds its own task list
A workflow can watch for the welcome email going out and create the onboarding chain alongside it: milestone reviews, check-in calls, escalation paths.
Quiet accounts that stop being quiet
Set the threshold and anyone you have not touched in that long lands in a weekly digest, so you reach out first rather than reading about it in a cancellation request.
The live state of every account, kept current without anyone maintaining it
DoBox surfaces the open work. The Brain holds the operational knowledge underneath it: the live state of each customer, who promised what, the sentiment in last week's thread, the context that usually lives in one person's head. Because it is built from your communications and keeps itself current, it is not another wiki to update and not a second CRM. Your systems of record stay where they are.
For any account you can pull up one picture: open issues, recent sentiment, outstanding commitments, the last real touchpoint, assembled from the conversations themselves rather than fields someone remembered to fill in. When a teammate picks the account up, or an agent runs a workflow against it, both start from that same history, so nobody is re-briefed and the customer never has to repeat themselves. An account that has gone quiet, or a thread filling with questions nobody answered, is visible there while there is still time to do something about it. Pricing, positioning, and playbooks can sit alongside the operational picture too, so the answer one CSM gives a customer matches what the rest of the team would say.
Customer conversations that never fall through the cracks
Describe one in plain English and it is running in minutes. A few that customer teams set up first:
The same churn signal is a retention conversation on day one and a cancellation by the quarterly review
A CRM tracks the relationship in structured fields, which is useful and not the whole story. The relationship actually lives in email: the objections, the questions, the small signals that a customer is struggling or thriving. this+that is not a system of record and does not try to be one, so your deals, stages, and forecast stay where they are. It reads those threads as they land, creates the tasks a CRM cannot auto-generate, and once you have told it what risk sounds like on your accounts, gets that in front of your team hours after it appears rather than at the next quarterly review.
See what this+that can do with your customer threads.
Connect your inbox and see the follow-ups already sitting in your customer threads. Free during beta, no credit card required.