Case study · Internal SaaS

An internal command center for a trucking-software company's customer success team.

A custom CSM platform — health scoring, activity logging, account intelligence, and renewal pipelines — designed and built end-to-end for the client's customer success org.

Build something like this Inside the platform

B2B trucking SaaS 2026 → Present In production

CSM dashboard showing total accounts, NPS average, upcoming renewals, at-risk count, team focus tasks, accounts needing attention, and upcoming renewals.

The brief

Not another generic CRM.

The client's customer success team needed a single internal cockpit purpose-built for how they actually work.

Off-the-shelf CRMs forced the team to bend their workflows around someone else's data model. The custom metadata that actually drives the client's CS motion — BCH type, accounting software, historical TMS, per-unit pricing, truck tier — had nowhere to live, and the cross-account intelligence they needed every morning was scattered across spreadsheets and dashboards.

Uoma Labs designed and built the platform end-to-end: a tabbed account record purpose-built for CS work, an activity feed that captures every customer touch, a reporting view the team actually exports, and a daily dashboard that surfaces what's overdue, at-risk, and renewing soon. Google SSO keeps it locked to the client's team.

It's used every day as the source of truth for every account.

Inside the platform

Built around the work, not the schema.

Three of the surfaces the CS team lives in every day.

Reporting view with filters for BCH, type, material sales, health, CSM, state, historical TMS, and accounting software; live rollups for total accounts, ARR, BCH count, and material sales; sortable table of accounts with health badges, ARR, BCH status, CSM assignment, and next renewal date.

01 — Reporting

Reporting the team actually opens.

Slice the book by BCH, type, material sales, health, CSM, state, TMS, or accounting software. The rollups update live, the table re-sorts, and the export button hands over a clean CSV.

Nine filter dimensions with instant rollups for accounts, ARR, BCH, and material sales
Configurable columns and sort order, saved between sessions
One-click CSV export of the current filtered view

Activity feed showing the 40 most recent activities across all accounts, with type filters for call, email, meeting, and note, a search box for subject/account/notes, a CSM filter, and timestamped entries linking to each account and CSM.

02 — Activity feed

One source of truth for every customer touch.

Calls, emails, meetings, and notes — all logged against the account, all in one feed. The team searches by subject, account, or note content; managers filter by CSM to see exactly who's moving.

Unified feed across calls, emails, meetings, and notes
Full-text search across subject, account, and notes
Filter by activity type and by individual CSM

Account detail page for CloudFirst Inc with at-risk health badge, ARR, next renewal date, conversion date, BCH status, material sales, editable BCH type, and tabs for Details, Tasks, People, Activity Feed, Renewals, Tickets, NPS and Usage, Product Feedback, and Playbook. The Details tab shows editable fields for MRR, EDI, org slug, accounting software, historical TMS, latest per-unit price, and current truck tier.

03 — Account record

Designed for CS work, not generic CRM fields.

Every client-specific signal lives where the team expects it. Health badge and ARR up top, renewal countdown next to the next-renewal date, and a tabbed record that follows the actual customer journey.

Nine purpose-built tabs: Details, Tasks, People, Activity, Renewals, Tickets, NPS & Usage, Product Feedback, Playbook
Industry-specific metadata — BCH type, MRR, EDI, accounting software, historical TMS, per-unit price, truck tier
Inline edits with optimistic save and a renewal countdown surfaced at a glance

Impact

What changed for the team.

The platform replaced a scatter of spreadsheets and dashboards with one place the CS org actually works.

A single daily source of truth — every account and every customer touch in one system the team opens each morning.
CS metadata that finally has a home — BCH type, MRR, EDI, historical TMS, per-unit price, and truck tier live on the record instead of in side spreadsheets.
Reporting the team exports for itself — nine live filter dimensions and one-click CSV, with no analyst in the loop.
Locked to the team with Google SSO, and in production daily use since 2026.

Under the hood

The shape of the engagement.

A focused, end-to-end build — designed, engineered, and shipped by Uoma Labs.

Client: Confidential · B2B trucking SaaS

Surface: Internal web platform

Auth: Google SSO · team-only

Engagement: 2026 → Present

Status: In production, daily use