Self-Service: Client Management and Monitoring KPI Metrics

Self-Service clients are companies that have a Reward Hub account with us and use it by periodically topping up their balance to purchase AllGifts.ie vouchers. These accounts need to be regularly monitored and managed to ensure they remain active and continue using their Voucher Hub.

Managing Self-Service clients involves three key activities:

1.    Invoicing for Reward Hub credit when requested by the client (see the Credit Top-Up article).
2.    Tracking Self-Service KPIs to monitor account balances, top-up activity, and voucher usage.
3.    Ongoing account management, including periodic check-ins (at least once per quarter) to ensure everything is running smoothly, and proactively reaching out to clients who have not topped up or issued a voucher in the past 12 months.

Types of Clients

• Active Clients:  

  The Self-Service Clients (Active List) consists of companies that have requested a Reward Hub top-up within the last 12 months. Clients on this list are considered active and do not require follow-up.

  • • API Clients:

      While most Active Self-Service clients generate and send AllGifts vouchers manually or by using the import function within Reward Hub, some clients use the Allgo API suite to automate voucher distribution.This integration connects the client’s internal systems with Reward Hub. If there is sufficient credit in their Reward Hub account, the client’s system can automatically send instructions to Reward Hub to issue vouchers to recipients within the User Database.

       

• Watch List Clients:

  Self-Service clients who have not topped up their Reward Hub account in the past 12 months should be added to the Self-Service – Watch List. Clients on this list should be contacted and followed up with to encourage continued use of their Voucher Hub.

• Inactive Clients

  Self-Service clients who have not topped up for 12 months and have not responded to outreach are considered inactive clients.

   

Self-Service Client KPI Metrics

The Self-Service Client KPIs monitors the balance and top-up activity of our self-service clients’ Voucher Hubs. These metrics are reviewed on a monthly basis to ensure each client continues to actively use their Voucher Hub and to identify any changes needed to be made.

Tracking these KPIs enables us to:

• • Monitor ongoing client engagement with the Voucher Hub

  • Identify clients who may require follow-up or support.

  • Track year-to-date voucher activity and compare performance year-on-year

All KPI data is maintained in a centralised Google Sheet, which includes the following fields:

1. 1. 1. Client Name

      2. Current Balance (€)

      3. Last Top-Up Date

      4. Last Top-Up Amount (€)

      5. Awarded YTD 2026 (€)

      6. Awarded YTD 2025 (€)

      7. Difference

      8.  Notes

The current 2026 KPI tracker for this metric can be accessed here. 

Watch List Follow-Up Process

When Self-Service clients are placed on the Watch List and their KPI metrics show low or no activity, we need to reach out to determine whether they still plan to use their Voucher Hub.

Step 1: Initial Email Outreach

• • Contact the client’s key contact(s) via email. Contact details can be found in the client’s KB article.

  • HubSpot email templates are available (see below), but you may also write a personal email. Be sure to include the client’s current Reward Hub balance, if any, and their last top-up date.

  • Add a note on the Company Page in HubSpot documenting the client’s status (e.g., last top-up date) and the date of outreach.
    
    

Step 2: Follow-Up and Engagement

• • If the client does not respond, set a HubSpot task for 7–10 days later to send a follow-up email.

  • In this follow-up, you may offer to call or schedule a meeting with the client.

  • If the client responds but does not top up or purchase vouchers, they can remain on the Watch List, and a quarterly follow-up task should be set.
    
    

Step 3: Closing Email and Inactive Status

• • If there is still no response after previous attempts, set a final HubSpot task 7–10 days later to send a closing email.

  • If there is no reply after this stage, the client is considered inactive.
    
    

Step 4: Marking Inactive Clients

• • Move the client to Self-Service – Removed from Active Clients in HubSpot.

  • Update the HubSpot company record:

    • Add a note about the inactivity

    • Change Associated Product to On-Demand AllGifts Vouchers

  • Update the Knowledge Base article for the Self-Service client to reflect that the client is inactive, including the date of inactivity.

  • Remove the client from the Self-Service Client list in the Knowledge Base.