Does anyone out there have a way of tracking neglected accounts? I'd like a list of all accounts/relationships with no activity in the last 60 days on a weekly basis (and be able to filter by activity type).
I have tried to build a report but it wasn't producing accurate results because you can't report on the absense of data. I want to know how/if others are tackling this issue including solutions besides reports.
Page 1 / 1
You can make a bionic rule which can create a CTA and then report on the CTAs:
https://support.gainsight.com/Rules_Engine/Examples_and_Tutorials/Identifying_an_Absence_of_Data_via_Rules
https://support.gainsight.com/Rules_Engine/Examples_and_Tutorials/Identifying_an_Absence_of_Data_via_Rules
We built a custom date field on the Company object for 'Date of Last Timeline Activity' and then wrote a rule to post the MAX of Timeline Activity Date from the Activity Timeline object to that field. That allowed us to do a few things:
- Expose that date on the C360 page
- Add it as a field in a customer list filtered by CSM for managing their book of business
- Include in Health Scores as an engagement metric
- Create automated Risk CTAs for a CSM to engage if the last timeline activity date is greater than pre-defined business rules (usually between 30-90 days)
Awesome, super helpful, thank you both!!
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.