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Hi,

Im hoping someone might have found a creative way to solve this or there’s a feature I might be missing. 

I would like to notify our CSMs when an outreach goes out to their customers.  Options I’m aware of:

  • Log to timeline. But that does require the CSM to keep checking the timeline. 
  • Copy the CSM on the email in the JO. But if they have 30 customers and 10 contacts each, they will get 300 copied emails I believe. 

Any other options or creative ideas that some has tried? 

Thanks. 

 

I think the trick sits outside of Gainsight, it’s enablement and communication with your team through your usual channels. It’s not realistic for emails to go out for every email sent, nor are CTAs realistic.

They need to be given enablement material on the program so they understand how it works, perhaps have a monthly reminder of key outreach dates (without going through the detail on when reminder X goes out or when exactly the follow-up might be triggered). And logging to timeline is their other go-to destination to check, in practice, what and when it went out and if it was consumed. 

What @alizee said -- depending on the communication going out, we notify the appropriate Slack channel for the individuals who would be concerned with their clients being contacted.

This is especially true for us since we have multiple account reps who do NOT have Gainsight access, so relying on log to timeline doesn’t work for them.

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