Introduction
Maintaining real-time visibility into adoption health and automating interventions ensures proactive management of adoption challenges. By leveraging Gainsight’s tools, you can monitor health metrics, trigger actions, and address adoption issues with minimal manual effort. This article outlines how to automate health monitoring and interventions effectively.
Step 1: Automate Health Score Updates
Keep adoption metrics up-to-date with automated health score calculations.
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Set Up Real-Time Updates: Use Scorecards to dynamically calculate health scores based on key metrics like feature usage and login trends.
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Define Score Thresholds: Establish thresholds for “Healthy,” “At-Risk,” and “Critical” adoption levels to ensure timely action.
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Monitor Trends: Use Dashboards to track health score changes and identify patterns.
Step 2: Trigger CTAs for Adoption Issues
Use automated CTAs to prompt action when health metrics fall below thresholds.
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Configure CTA Rules: Set up rules in the Rules Engine to trigger CTAs for specific scenarios like low feature adoption or declining engagement.
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Assign Playbooks to CTAs: Attach Playbooks with step-by-step guidance for addressing the identified adoption challenge.
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Prioritize Critical Accounts: Set severity levels for CTAs to ensure high-risk accounts are addressed promptly.
Step 3: Escalate Critical Risks Automatically
Ensure high-severity adoption issues are escalated to the appropriate stakeholders.
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Set Escalation Rules: Use the Rules Engine to escalate CTAs for critical accounts to leadership or specialized teams.
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Log Actions in Timeline: Track all escalations and actions in the Timeline to ensure accountability and transparency.
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Review Escalation Effectiveness: Use Dashboards to analyze resolution times and outcomes for escalated risks.
Next Steps for Success
With automated health monitoring established, refine your adoption workflows. Regularly track metrics and feedback to optimize rules, campaigns, and CTAs for maximum impact.
Explore More
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Blog: Tracking Product Adoption: A Critical Step to Customer Success
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Support Resource: Scorecards Overview
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Support Resource: CTAs, Tasks, and Playbooks Overview