Subscription plan management platform for document management system and method

A customer service intelligence platform of a document management system, the platform comprising:

• a processor and a memory connected to the processor, the memory storing instructions that, when executed on the processor, configures the platform to perform operations comprising
• collecting customer data for a customer account within the document management system, wherein the customer data includes a set of customer characteristics, an engagement status of the customer, and at least one usage pattern of the customer;
• analyzing the customer data to generate a baseline heuristics assessment that includes at least one cyclicality factor and at least one seasonality factor, wherein each of the at least one cyclicality factor is assigned a probability score and each of the at least one seasonality factor is assigned a probability score;
• applying a predictive heuristics model to the baseline heuristic assessment, the probability score of the at least one cyclicality factor, and the probability score of the at least one seasonality factor to identify or generate a plurality of document management services applicable to the customer account, wherein each of the plurality of document management services is assigned a probability score;
• applying a service optimization model to the plurality of document management services from the predictive heuristics model and the customer data collected within the document management system to identify or select a document management service to provide to the customer account, wherein the document management service is assigned a score by the service optimization model;
• determining whether the score for the document management service is equal to or greater than a defined threshold for the customer account;
• and
• recommending through the document management system that the document management service be offered to the customer account.

A non-transitory computer-readable medium having stored thereon processor-executable instructions for performing operations, the operations comprising:

• collecting customer data for a customer account within the document management system, wherein the customer data includes a set of customer characteristics, an engagement status of the customer, and at least one usage pattern of the customer;
• analyzing the customer data to generate a baseline heuristics assessment that includes at least one cyclicality factor and at least one seasonality factor, wherein each of the at least one cyclicality factor is assigned a probability score and each of the at least one seasonality factor is assigned a probability score;
• applying a predictive heuristics model to the baseline heuristic assessment, the probability score of the at least one cyclicality factor, and the probability score of the at least one seasonality factor to identify or generate a plurality of document management services applicable to the customer account, wherein each of the plurality of document management services is assigned a probability score;
• applying a service optimization model to the plurality of document management services from the predictive heuristics model and the customer data collected within the document management system to identify or select a document management service to provide to the customer account, wherein the document management service is assigned a score by the service optimization model;
• determining whether the score for the document management service is equal to or greater than a defined threshold for the customer account;
• and
• recommending through the document management system that the document management service be offered to the customer account.