Introduction
Effective adoption management requires proactive and timely interventions. By configuring automated triggers, you ensure that potential adoption challenges are flagged early and addressed consistently. This article guides you through setting up automated triggers using Gainsight’s tools to streamline adoption management.
Step 1: Define Key Adoption Metrics
Identify the metrics that indicate adoption health and require monitoring.
-
Track Feature Usage: Use Adoption Explorer to monitor engagement with key features.
-
Monitor Login Frequency: Identify customers with declining login trends that may indicate disengagement.
-
Set Health Score Thresholds: Use Scorecards to define thresholds for healthy, at-risk, and critical adoption levels.
Step 2: Configure Rules for Triggering Alerts
Automate the detection of adoption issues by setting up rules.
-
Set Up Automated CTAs: Use the Rules Engine to create rules that trigger CTAs for declining engagement or low feature usage.
-
Customize Alert Triggers: Tailor triggers to different scenarios, such as onboarding delays, inactive users, or low adoption of high-value features.
-
Prioritize Severity Levels: Assign priority levels to CTAs (e.g., “Critical” for high-risk accounts) to ensure timely intervention.
Step 3: Automate Lifecycle-Specific Alerts
Ensure adoption is monitored across all customer lifecycle stages.
-
Onboarding Alerts: Trigger CTAs if onboarding milestones are not completed on time.
-
Adoption Health Alerts: Generate alerts for accounts with health scores trending downward or specific usage anomalies.
-
Renewal Readiness Alerts: Flag accounts that show low adoption ahead of renewal cycles.
Next Steps for Success
With automated triggers in place, focus on streamlining communication. Automate customer interactions to ensure consistent engagement and improved feature adoption.
Explore More
-
Support Resource: Rules Engine Overview
-
Support Resource: Scorecards Overview