How to build integration adoption tracking

What matters here

• Count running, not set up. An integration that stopped working is a risk on the account, not adoption.
• Join by your own customer id. Matching by company name breaks on the first rename.
• Put it on the account in the CRM. Account teams won't open another dashboard.
• Compare retention for customers who integrate and customers who don't, every quarter, from your own data.
• Flag a running integration that stops before renewal. It is one of the clearest early signs of a customer leaving.

Who this is for

You run product, partnerships or customer success at a software company. You believe customers with integrations stay longer, and you can't show which customers have one running.

How it works in practice

From customers' instances to a number account teams use.

1. 1

   Every customer's instances are read daily

   Which integration, when it was set up, whether it is turned on, and when it last ran successfully.

2. 2

   Each is classed

   Set up, turned on, or running: a successful run in the last seven days.

3. 3

   Each is joined to the customer's account

   By your own customer id, which is the id the integration user was created with.

4. 4

   The CRM account is updated

   Integrations running, integrations stopped, and the date each last ran.

5. 5

   The warehouse keeps the history

   So retention and expansion can be compared for customers who integrate and customers who don't.

6. 6

   A stopped integration before renewal is flagged

   To the account owner, with the integration and the date it last ran.

Paste these into Claude Code or Codex with the Tray Headless plugin installed. Each stage runs on its own. The systems named in them are the worked example rather than a requirement, and every prompt says so.

Once per project, run /tray-workflows:set-workspace to pick the workspace these build in. Point it at a sandbox first.

1. 1

   Read every customer's integrations

   Before counting, see what the records hold.

   Headless skills build-workflow

   Copy

   Use build-workflow. The systems in play are Tray Embedded's solution
   instances, Salesforce and Snowflake, or whatever we run in those
   seats.
   
   List every solution instance: which solution, which end user, when
   created, whether it is turned on, and when it last ran successfully.
   Show me the external user id on a few, so we can check it is our own
   customer id.
   
   If some customers' integration users were created with an email
   instead of our customer id, list them. They need fixing before any of
   this is trustworthy.

2. 2

   Class each one: set up, on, or running

   An integration that stopped is a risk, not adoption.

   Copy

   For every instance, class it:
   
     Set up: created, never turned on
     On: turned on, no successful run in the last seven days
     Running: a successful run in the last seven days
   
   For scheduled integrations that run less often than weekly, use their
   own schedule plus a day as the window. Keep the date of the last
   successful run on every record.

3. 3

   Write it to the account

   Account teams won't open another dashboard.

   Headless skills build-workflow tray-gotchas

   Copy

   Use build-workflow and tray-gotchas. Once a day, update each
   Salesforce account with: integrations running, integrations stopped,
   the names of each, and the date each last ran.
   
   Write only when something changed, so the account history shows real
   changes rather than a daily touch.
   
   Land every daily snapshot in Snowflake as well, one row per customer
   per integration per day.

4. 4

   Flag stopped integrations before renewal

   One of the clearest early signs of a customer leaving.

   Copy

   When an integration moves from running to on, and the account renews
   in the next two quarters, tell the account owner in Slack: which
   integration, when it last ran, and the most likely reason from the
   last failure.
   
   Every quarter, compare renewal and expansion rates for customers with
   at least one running integration against customers with none, and
   post the result to the product channel.

   Run the comparison on your own customers. A figure from your own data is the one your board will believe.

What it connects to

The instances say what is running. The CRM is where it gets used.

Named systems are the ones most teams run, not the only ones that work. Each is an authentication in your Tray workspace, referenced by name, so the workflow never holds a credential. Where we have a connector page, the name links to it.

Questions people ask

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