How to use the Customer coverage model template

Start a board from it
Use this template opens a new Freero board with the Customer coverage model template on it (sign up free first). On a board you already have, open Templates in the toolbar and search for “Customer coverage model”.
Follow the instruction on the board
“Split customers by what they need, not only what they pay. Check the ratios against the team you really have before you promise anything.”
Fill in each part
- Named manager Who gets a dedicated person, and what do they get?
- Pooled team Who shares a team, and how do they reach it?
- Guided self-service Who is helped through emails, webinars and the product?
- Moves between groups What moves a customer up or down?
Bring your team and your agents
Invite people to the board or share a link, and work on it together live. The timer is in the top bar, private mode and voting in the board menu, and Claude or ChatGPT can join through Freero’s MCP server.

Work on it with an AI agent

Connect an assistant once and it works on the board with you, with your permissions: by default it reads and proposes, and people decide.

You ask: “Fill in the Customer coverage model board from these notes.”
What happens It reads the board, then proposes sticky notes for it. Nothing changes until someone on the board accepts them.
You ask: “Group what we wrote into themes and list the actions.”
What happens It proposes clusters with a title each and task cards for the actions, labelled with its name and yours.

Negotiation plan
Prepare for a contract negotiation: what you must get, what you can give, what they will ask for and your walk-away point.
Support escalation review
Look back at the tickets that had to be escalated this month, find why they got stuck and fix the causes, not just the tickets.
Support playbook
Write down how your team handles a common kind of ticket: how to spot it, what to ask, what to do and when to hand it on.
Expansion opportunity map
Map where a happy customer could get more value from you: new teams, new sites, more of what they use or something new.
Help centre gap review
Find the questions customers keep asking support that your help articles don’t answer, and plan which articles to write or fix.
Support triage board
Keep the team’s tricky tickets visible: what is new, waiting on the customer, with engineering, and solved this week.