Introduction
Having a comprehensive view of your customer data and interactions is crucial, but it’s equally important to streamline your workflows across different teams. Integrating other teams' workflows into Gainsight ensures that everyone has access to the information they need without constantly switching between systems. This article will guide you on how to integrate and access workflows from other teams, enhancing collaboration and efficiency.
Why does this matter?
In a typical organization, different teams use various tools and systems to manage their workflows. This fragmentation can lead to inefficiencies, data silos, and miscommunications. By integrating these workflows into Gainsight, you can:
- Increase Visibility: Provide your CSMs with a holistic view of all customer-related activities.
- Enhance Collaboration: Foster better coordination and communication between teams.
- Boost Efficiency: Reduce the time and effort spent switching between different systems.
Centralizing workflows from different teams into Gainsight helps ensure that everyone is working with the same information, leading to more informed and effective decision-making.
Hot to get started
Ready to streamline your team workflows? Here’s how you can get started:
Step 1: Identify Key Workflows to Integrate
- List Critical Workflows: Identify the key workflows from other teams (such as sales, support, and marketing) that impact customer success.
- Determine Data Sources: Identify the systems where these workflows are managed. Common tools include CRM systems, support ticketing systems, and marketing automation platforms.
- Assess Integration Needs: Determine what data and workflow elements need to be integrated into Gainsight to provide value to your CSMs.
Step 2: Configure Data Connectors
- Set Up CRM Connectors: Use Gainsight’s CRM connectors to pull in data related to sales activities, opportunities, and customer interactions.
- Integrate Support Data: Connect your support ticketing system to Gainsight to provide visibility into open and resolved support cases.
- Sync Marketing Data: Integrate data from your marketing automation tools to track campaign engagement and customer touchpoints.
Step 3: Centralize and Customize Workflows in C360
- Create Unified Dashboards: Build dashboards in Gainsight that display data from the integrated systems, providing a unified view of customer activities across teams.
- Embed Workflows in C360: Customize the C360 layout to include sections for sales activities, support cases, and marketing interactions. This centralizes all relevant information for easy access.
- Use Linked Objects: Leverage Gainsight’s linked objects to connect related data points and workflows, ensuring seamless navigation and context.
Gainsight features you'll need
- Connectors: To integrate data from CRM, support, and marketing systems.
- CTAs with Linked Objects: To connect related data points and workflows.
- C360: To centralize and display the integrated workflows.
- Dashboards: For visualizing data from multiple systems in one place.
What’s next?
With workflows from other teams integrated into Gainsight, you’ll have a comprehensive and unified view of customer activities. This enhances collaboration and ensures that your team can work more efficiently. If you’re ready to dive deeper into leveraging these insights for proactive customer success strategies, stay tuned for more tips and best practices in our next series.
Stay tuned, and happy integrating! 🎉