Introduction
To ensure that every customer progresses smoothly through the journey, it’s essential to address compliance issues as soon as they arise. Automated alerts for non-compliance enable your team to take timely action whenever customers fall behind on key milestones or engagement targets. This article will guide you through setting up automated alerts in Gainsight to notify your team of non-compliant accounts, allowing for proactive support and intervention.
Step 1: Define Non-Compliance Triggers for Each Stage
The first step in setting up alerts for non-compliance is to define the specific criteria that indicate a customer is falling behind in each stage.
-
Missed Onboarding Milestones: In the Onboarding stage, non-compliance may involve delayed account setup or incomplete training sessions. Use Success Plans to track essential onboarding tasks, and set triggers for missed milestones if tasks remain incomplete beyond a defined timeline.
-
Low Feature Usage in Adoption Stage: During the Adoption stage, low engagement with core features may indicate that the customer isn’t deriving full value from the product. Use Adoption Explorer to set usage thresholds and create alerts for customers who fall below these thresholds.
-
Missed Touchpoints in Renewal Stage: For customers in the Renewal stage, non-compliance may involve a lack of engagement with key touchpoints, such as a business review. Use Timeline to track interactions and set triggers for accounts that haven’t completed critical renewal-related actions.
Step 2: Set Up Automated Alerts with Rules Engine
Automating alerts for non-compliance with Gainsight’s Rules Engine ensures that your team is notified of potential issues without needing manual oversight.
-
Configure Rules for Non-Compliance Triggers: Use Rules Engine to create rules that automatically trigger alerts when customers meet specific non-compliance conditions. For instance, set a rule that generates an alert if a customer hasn’t completed onboarding within 30 days.
-
Assign Non-Compliance CTAs to CSMs: Set up CTAs for CSMs to follow up with non-compliant accounts. These CTAs can include details on which milestones or engagement targets were missed, helping CSMs address the root cause. Use CTA Configuration Settings to categorize CTAs based on the type of non-compliance.
-
Customize Alert Frequency and Escalation: Adjust the frequency of alerts to ensure that only critical cases generate notifications. For prolonged non-compliance, consider escalating alerts to a manager or senior CSM for additional follow-up.
Step 3: Enable Real-Time Notifications for Critical Non-Compliance
Real-time notifications ensure that your team is immediately aware of critical non-compliance cases, allowing them to respond quickly.
-
Send Email Notifications for High-Priority Cases: Configure Email Assist to send automatic email alerts to CSMs and managers for high-priority non-compliance cases. This ensures that serious issues receive prompt attention even if the CSM is not actively checking CTAs.
-
Use Slack or Microsoft Teams for Instant Alerts: Integrate Gainsight with Slack or Microsoft Teams to send real-time notifications directly to your team’s communication channels. Use Sally - The Gainsight Bot to deliver instant alerts, helping your team stay aware of non-compliant accounts and address issues immediately.
-
Enable In-App Notifications in Gainsight Home: For on-platform alerts, set up notifications in Gainsight Home to ensure that CSMs see important non-compliance alerts when they log in. This feature helps ensure that all notifications are centralized for easy access.
Next Steps for Success
With automated alerts in place, your team can take quick action on non-compliant accounts. In upcoming articles, we’ll cover how to monitor compliance trends and set up escalation paths for accounts that remain non-compliant over time.
Explore More: