Is it possible in Gainsight to send weekly messages related to CTA?

Forum|Forum|6 years ago
March 30, 2020
4 replies
138 views

I want to create a process where users are able to create a CTA related to Critical Accounts. I want the ability to send a recurring reminder email to the CTA owner to provide update. This is different from the CTA due date. How do I do that?

journey orchestrator

Best answer by heather_hansen

@wmurthy I was thinking along the same lines as @john_apple . You could use the Last Modified Date to trigger the JO email based on whether or not the CSM has updated in X days.

We did something similar with Customer Sentiment to remind the CSM that they should be updating frequently. We did the first example John gave where we triggered a rule to create a CTA with a simple playbook with no tasks (to make reporting easier) if the Customer Sentiment hadn’t been modified in X days.

john_apple

Expert ⭐️

Is it possible to add the weekly update reminder as a task to the Playbook? That would be my first solution but if the activity is going on for several weeks that may not be feasible.

You could create a Rule to create another CTA every week so long as the CSM has an open CTA related to critical accounts. It would just need to be a simple CTA with no playbook but is a reminder to do weekly updates.

If you have Journey Orchestrator, you could set up a Program that would send an email reminder every week to CSMs if they have an open CTA that fits the type/reason that needs weekly updates.

heather_hansenAnswer

VIP ⭐️⭐️⭐️⭐️⭐️

@wmurthy I was thinking along the same lines as @john_apple . You could use the Last Modified Date to trigger the JO email based on whether or not the CSM has updated in X days.

We did something similar with Customer Sentiment to remind the CSM that they should be updating frequently. We did the first example John gave where we triggered a rule to create a CTA with a simple playbook with no tasks (to make reporting easier) if the Customer Sentiment hadn’t been modified in X days.

phani_kumar

Gainsight Employee ⭐️⭐️

@wmurthy I was thinking along the same lines as @john_apple . You could use the Last Modified Date to trigger the JO email based on whether or not the CSM has updated in X days.

We did something similar with Customer Sentiment to remind the CSM that they should be updating frequently. We did the first example John gave where we triggered a rule to create a CTA with a simple playbook with no tasks (to make reporting easier) if the Customer Sentiment hadn’t been modified in X days.

Hi Watson.

The solutions provided by John and Heather are the direct and correct solutions. I hope that makes your work done and simple.