Plexity scores client complexity in three tiers: vanilla for simple cases, chocolate for moderate ones, rocky road for the hardest. It matches each client to the right CS person and tools, so your best people focus on the toughest accounts instead of spreading thin across everything.
They also have a tool called Plexity. Now this one I thought was really cool. It's a client complexity scoring system that matches the clients to the right team and the right software based on how complex their situation is. To me, that seems so obvious and simple. I remember meeting with a bureau once early in my career and they said, we have vanilla, chocolate, and rocky road clients. And we make sure that our CS team has, you know, only a handful of rocky road with a handful of chocolate and then, you know, X number of vanilla mixed in there. So they only have a certain amount of complex clients, a certain amount amount of vanilla, etc. But that's an interesting approach to, you know, both of those in the respect of I want certain CS teammates to only handle the most complicated, they get no vanilla, and then I get somebody that maybe gets all the vanilla. Again, a half dozen one way, six the other maybe. But I think it's an interesting philosophy when it comes to how are you going to settle who handles what on the CS team.
