Introduction

You have identified your common risk types and built playbooks around them. Now it's time to enhance your risk management strategy by automatically triggering risk alerts and notifications, leveraging data from various sources such as CRM, Scorecard, and Timeline. Additionally, proactive campaigns and stakeholder alerts can help you stay ahead of potential issues, ensuring timely interventions and improved customer satisfaction.

Why does this matter?

Implementing automated risk alerts and proactive notifications yields several significant benefits:

1. Unified View of Risks: Gain a comprehensive view of risks across all levels and departments, facilitating better collaboration and decision-making.
2. Cross-functional Collaboration: With a common understanding of risks, cross-functional teams can collaborate more effectively to address issues and mitigate potential threats.
3. Swift Risk Treatment: By automating the risk escalation process, you can ensure that risks are promptly identified and addressed.
4. Proactive Risk Management: Engage customers proactively based on risk indicators to mitigate issues before they escalate.
5. Stakeholder Awareness: Stay informed about key personnel changes and company updates to better manage customer health and renewals.

How to get started

1. Define Risk and Escalation: Clearly define what constitutes a risk and establish an escalation process. Capture risk events using the risk activity type on Timeline.
2. Create Automation Rules: Set up rules that trigger when a risk activity is detected, automatically generating the appropriate risk CTAs and Playbooks based on the timeline entry.
3. Utilize Risk Dashboards: Showcase risk CTAs on dedicated risk dashboards to provide visibility into potential issues. Leverage notifications and emails to ensure timely communication and action.
4. Automate Campaigns to Address Risk:
   • Identify standardized risk categories and establish thresholds.
   • Build rules to trigger CTAs or scorecard updates based on these risk indicators.
   • Create email templates or in-app alerts to assist CSMs in addressing these risks proactively.
5. Set Up Automatic Alerts for Stakeholders:
   • Configure Company Intelligence to monitor and alert on changes in key customer and stakeholder information.
   • Implement Sponsor Tracking to monitor changes in stakeholder roles, titles, and locations.
   • Automate notifications to alert CSMs about significant updates and changes.

The Gainsight features you’ll need

To automate risk alerts and proactive notifications, you will need to use the following Gainsight features:

1. Rules Engine: Configure automation rules to detect and respond to risk events.
2. CTAs (Automated): Automatically generate risk CTAs based on predefined criteria and triggers.
3. Playbooks: Define standardized procedures for managing different types of risks, ensuring consistency and efficiency.
4. Email Assist: Utilize email notifications to keep stakeholders informed about risk events and escalations.
5. Journey Orchestrator: For automating risk campaigns and sending notifications.
6. Company Intelligence: To monitor and receive updates on key customer and stakeholder information.
7. Sponsor Tracking: For tracking changes in stakeholder roles and profiles.

What’s Next?

With automated risk alerts and proactive notifications in place, continue refining your strategies and explore advanced features for even greater accuracy and effectiveness.

Further reading and inspiration

• Webinar - Designing a Risk Management Process