Scratch Frameworks
Everything You Need to Know
The Big Picture
What is Scratch Frameworks?
Scratch Frameworks is a customer success platform for businesses that can’t afford to lose the customers they’ve worked so hard to win. Acquiring new customers is expensive — retaining them shouldn’t require guesswork.
We combine AI-powered insights, behavioral science strategies, and predictive analytics to tell you exactly which customers need attention, why, and what to do about it. Whether you’re a startup finding product-market fit or an established SME scaling your CS operations, the platform gives your team an unfair advantage: the ability to predict churn before it happens and act with confidence.
Why do growing businesses need a dedicated CS platform?
Because spreadsheets and gut feel don’t scale. When you have 5 customers, you can keep track in your head. When you have 50 — or 500 — you start missing signals. A health score drops. A key contact goes quiet. An account that seemed fine suddenly churns.
Scratch Frameworks catches those signals before they become problems. It watches your entire customer base and surfaces the risks and opportunities you’d otherwise miss. That’s the difference between reactive firefighting and proactive customer success.
What makes this different from other CS tools?
- Behavioral science, built in — Every intervention you create is backed by a proven psychological framework (think: Social Proof, Commitment & Consistency, Loss Aversion). You’re not just reaching out — you’re reaching out with the right strategy at the right time.
- An AI that actually knows your data — Our AI assistant doesn’t just chat. It reads your customer data, spots patterns, predicts churn, and tells you exactly what to do next. It’s like having a senior CS strategist on call 24/7.
- Built for speed, not committees — No six-month implementation. No enterprise bloat. Sign up, add your customers, and start seeing value the same day.
Getting Started
How quickly can I get set up?
Most teams are live in under 15 minutes. Seriously. There’s no complex setup, no engineering work, and nothing to install. Here’s how it works:
- Sign up with Google or email — takes 30 seconds.
- Add your customers — manually, or import in bulk.
- Start tracking — health scores generate automatically, and the platform begins surfacing insights right away.
Do I need to be technical?
Not even a little. Scratch Frameworks is built for founders, customer success managers, and account managers — the people who live and breathe customer relationships. If you can use email, you can use this. The interface is clean, the workflows are intuitive, and the AI does the heavy analytical lifting for you.
Can I try it before committing?
Absolutely. Every account starts with a 14-day free trial with full access to every feature — no credit card required. We want you to experience the full platform before you decide. Most people know by day 3 that they’re hooked.
Choosing the Right Plan
Which plan is right for me?
Starter
You want visibility. You’re moving beyond spreadsheets and need a single place to see how every customer is doing. Starter gives you health scoring, customer journey tracking, milestones, automatic friction detection, and a recommendations engine. It’s everything you need to go from “I think this customer is fine” to “I know exactly where every customer stands.”
Growth Most Popular
You want to take action. You can see your customer data — now you want to do something about it. Growth unlocks interventions powered by behavioral science frameworks, the AI assistant that analyses your data and suggests strategy, and advanced analytics like activation funnels, risk radar, and churn predictions. This is where customer success becomes a real growth engine.
Pro
You’re scaling seriously. You have a dedicated CS team, a larger customer base, and you need the full toolkit. Pro gives you everything in Growth with higher capacity. It’s built for teams that have made customer success a core part of their business strategy.
Not sure yet? Start your free trial — you’ll have access to everything for 14 days. By the end, you’ll know exactly which features your team relies on, and the right plan will be obvious.
Can I upgrade or switch plans later?
Yes, any time. Upgrades take effect immediately, and billing adjusts automatically. Many teams start on Starter to get their customer data organised, then move to Growth once they see how much more they can do with interventions and AI insights. There’s no penalty for starting small.
What happens when my trial ends?
When your trial ends, you’ll choose a plan to continue. Your data remains accessible while your account is active. If you pick a tier that doesn’t include certain advanced features, those will simply be locked until you upgrade. You also have full control over data retention — you can configure how long data is kept and request deletion at any time through the platform’s privacy settings.
What You Can Do
What are behavioral science interventions?
Imagine you notice a customer’s engagement is dropping. Instead of sending a generic check-in email, the platform suggests an intervention based on a proven psychological framework. Maybe it’s using Social Proof to show them how similar companies are succeeding with your product. Or using Commitment & Consistency to get a small win that rebuilds momentum.
These aren’t theoretical ideas — they’re structured action plans you can create, assign to specific contacts, track through to completion, and measure outcomes. It’s customer success with the guesswork removed.
How does the AI assistant actually help me?
Think of it as your always-on CS strategist. Called Mission Control, the AI assistant can:
- Give you a morning briefing — who’s at risk, what’s overdue, and where to focus today.
- Answer questions like “Which customers have declining health scores?” or “What should I prioritise this week?”
- Help you draft intervention strategies based on the customer’s specific situation.
- Predict churn risk before you see the warning signs yourself.
It’s available on every page with a quick keyboard shortcut. The more you use it, the more indispensable it becomes.
What are friction points and why should I care?
Friction points are early warning signals the platform detects automatically. A customer stuck in onboarding for too long? Flagged. A health score that just dropped sharply? Flagged. Engagement falling off a cliff? Flagged.
These aren’t just alerts — they’re actionable starting points. You can acknowledge them, dismiss false positives, or turn them directly into interventions. It’s like having a watchdog that never sleeps, constantly scanning your customer base for trouble before it escalates.
What kind of analytics do I get?
The analytics go well beyond simple dashboards. Depending on your plan, you’ll have access to:
- Activation Funnel — See exactly where customers are in their journey from sign-up to expansion, and where they’re getting stuck.
- Risk Radar — A real-time view of your portfolio’s health, broken down by risk tier.
- Churn Predictions — AI-driven estimates of which customers are most likely to leave and when, so you can intervene early.
- Revenue Analytics — Net revenue retention, predicted churn revenue, and portfolio health at a glance.
This is the kind of data that lets you walk into a board meeting and say “We know exactly where we stand.”
Your Team
Can my whole team use it?
Yes — and that’s where it gets really powerful. Invite team members via email, and everyone shares the same customer data. No more silos. No more “Wait, who’s handling this account?” moments.
You can assign roles (Owner, Admin, or Member) to control who can manage settings and billing, while everyone stays aligned on the customer data that matters. Each plan supports a different number of users, so your team can grow into the platform.
How does the AI assistant actually help me?
Interventions are designed to be relationship-driven. They’re created for specific contacts within a company — not the company as a whole. Your team can see every intervention in progress, who created it, what framework it’s based on, and what stage it’s at. When someone completes an intervention, they record the outcome — so over time, you build a knowledge base of what actually works with your customers.
Security & Trust
Is my customer data safe?
This is non-negotiable for us. Your data is protected by:
- End-to-end encryption — All data in transit is encrypted via HTTPS/TLS.
- Secure authentication — Powered by Firebase with Google Sign-On, email/password, and two-factor authentication for administrators.
- Isolated data — Multi-tenant architecture means your data is completely separated from every other organisation on the platform.
- Stripe for payments — We never see or store your credit card details.
What about GDPR and compliance?
We’ve built privacy and compliance tools directly into the platform so you don’t have to bolt them on later:
- Full data export — Download everything as a ZIP file of CSVs, any time.
- Data access & deletion requests — Handle GDPR requests with a few clicks, fully audit-logged.
- Configurable data retention — Set your own policies for how long data is kept.
- Account deletion — Permanently remove your account and all associated data.
We comply with GDPR (EU), CCPA (US), and data protection regulations in the UK, Australia, Brazil, and Singapore. Your data is yours — always.
Can I export my data if I leave?
Support
What if I need help?
- AI assistant — Ask platform questions and get instant, context-aware answers.
- In-app FAQ — A searchable knowledge base right inside the platform.
- Email support — Reach us at support@scratchframeworks.com.
Who's behind Scratch Frameworks?
Scratch Frameworks Pte Ltd is incorporated in Singapore and serves customers worldwide. We’re a team that’s obsessed with helping businesses keep the customers they’ve worked so hard to acquire, because we’ve lived the pain of losing them. Everything we build is designed to give teams the tools and confidence to make customer success a real competitive advantage.