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dan_ahrens
dan_ahrens
Expert ⭐️⭐️⭐️
October 21, 2016

Mini-JO - Just for CSMs to send messages to their named accounts

  • October 21, 2016
  • 18 replies
  • 200 views
As an idea to extend the capabilities of existing tools in Gainsight to further help CSMs be more efficient:

Currently CoPilot allows sending of a templated message to a powerlist of contacts. Due to the "with great power comes great responsibility" aspect of CoPilot, most Gainsight customers limit the use of CoPilot to their Gainsight Admin or operations associate. 

However, sometimes CSMs might have an email that they would like to send to some or all of their customers and the current approach is either send individual personalized emails via Outlook/Gmail or send a generic BCC email via Outlook/Gmail.

My idea is to provide an additional layer of access control for CoPilot that would allow all CSMs to create powerlists, templates and outreaches BUT they would only be able to send to their customers (as defined in the CSM assignment field in the Customer object). 

This would allow CSMs to send personalized, automated mass emails without concerns that they would impact the entire customer base. I could see this as a huge time saver!

Some use case examples:
  • CSM is going to be out of office and wants to notify their customers the week before so they are aware and know who to contact in case they need assistance while the CSM is out
  • CSM would like to send a tailored message announcing notable features in a new product release
  • CSM would like to invite all of his/her customers in a specific city or region to a local event
  • CSM needs to follow up after a system outage or maintenance event
Anyone else think this might be a useful time saver?

    18 replies

    Show previous replies
    lauren_mintz
    lauren_mintz
    Helper ⭐️⭐️
    October 24, 2016
    Great idea!! One note: reporting on emails sent directly by the CSM, rather than the scheduled by the Admin, will require the same level of reporting capability, at least for us. 
    elizabeth_adams_c593ee
    elizabeth_adams_c593ee
    Helper ⭐️⭐️⭐️
    October 24, 2016
    Good point - Us, too
    Elizabeth Panska
    vadim_matusovskiy
    vadim_matusovskiy
    Contributor ⭐️⭐️
    April 26, 2017
    Any movement on this topic? 
    brooke_anderson
    brooke_anderson
    Contributor ⭐️⭐️⭐️⭐️
    November 7, 2017
    Our use case is exactly what you describe in the original post.

    Email Assist is a non-starter because you have to create one CTA per account and manually address/token each one. So, the email template doesn't save much time and requires configuration time by either the Admin or CSM to trigger the CTAs.

    I still like the Mini-CoPilot idea, assuming it would sit separate from CoPilot (i.e. not clutter the official CoPilot outreaches).
    melissa_i_959be6
    melissa_i_959be6
    Contributor ⭐️⭐️⭐️⭐️⭐️
    January 5, 2018
    Late to the conversation, but this is exactly what we need!  Just a place that our CSMs can go, grab an email template and send it to whoever they want. We have the same pain points that many above have mentioned:

    - Don't want to create 30 CTAs in order to reach out to their 30 customers
    - No other way to get a Gainsight email template in front of CSMs besides individual CTAs per company (we've stopped providing email templates through Gainsight because it's, by far, not the most efficient option).
    - Most our CSMs are working around the limitation by creating one CTA, grabbing the verbiage from the email template and then sending from their own email.  Not only do these not get tracked in timeline, but there's risk that they may forget attachments or other important info in the copy/paste.

    The ability to define preset powerlists would be an added bonus! (as long as they have the option to send templates without a powerlist and just type in email addresses, as well).

    Any chance this feature has made it's way to a roadmap?
      heather_hansen
      heather_hansen
      VIP ⭐️⭐️⭐️⭐️⭐️
      January 5, 2018
      Agreed.  This keeps coming up for us as well.  Our use cases are similar to the ones above.  Once our CSMs hear about Copilot, that's the first place their heads go is to sending email to all their clients at once.  Obviously, they can do via Outlook, but what interests them more here is the auto-tracking to Timeline and the ability to see Opens, Clicks, etc.
        heather_hansen
        heather_hansen
        VIP ⭐️⭐️⭐️⭐️⭐️
        January 5, 2018
        Agreed.  This keeps coming up for us as well.  Our use cases are similar to the ones above.  Once our CSMs hear about Copilot, that's the first place their heads go is to sending email to all their clients at once.  Obviously, they can do via Outlook, but what interests them more here is the auto-tracking to Timeline and the ability to see Opens, Clicks, etc.
        adam_bambrough
        adam_bambrough
        Contributor ⭐️⭐️⭐️⭐️
        January 10, 2018
        +1 to this need. Needs are tracking opens and having email content templates that can be sent to 1, some or all - essentially replacing tout which is overkill for CSMs
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