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New Idea

Ability to Update Success Plan Type

Related products:CS Other Features
  • September 14, 2022
  • 1 reply
  • 91 views
T

I wanted to suggest the possibility of allowing to change the Success Plan Type after a record has been created.

The business case for this would be to allow for adding additional fields/templates based on a change to the underlying criteria for the success plan.

It is possible to delete and open a new plan but doing so would remove any history. I think it would be valuable to have a way to change Types while preserving the data.

 

To expand on this in a simple scenario, let’s say we have 2 Success Plan Types:

  1. Onboarding without Integration
  2. Onboarding with Integration

Onboarding without Integration has the following fields in it’s Plan Info section:

  • 1
  • 2
  • 3

Onboarding with Integration has the fields from the above plan but also it’s own section:

  • 1
  • 2
  • 3
  • Integration “Plan Info” section
    • A
    • B
    • C
    • D

Imagine a case where we have a customer starting out with Onboarding without Integration but then a few weeks in, we discover the need to assist them with an Integration. Had we known this up front, we would have chosen the “Onboarding with Integration” plan type to allow the capture of all relevant fields and Objectives.  In this case we have three options, none of which are ideal:

  • Continue with the plan as is and try to make it work without capturing relevant information
  • Create a new plan to capture the integration components separately and track both plans
  • Clone the plan and delete the original after transferring as much data over as possible (can’t back date timeline activities, etc.)

M
  • Mariya.Ang
  • Contributor ⭐️⭐️
  • November 29, 2023

Hello everyone,

I strongly support this idea and would like to elaborate on a similar use case that many of us might find beneficial. The ability to change the Success Plan Type after its creation, potentially through the Rules Engine or a similar functionality for mass updating record fields within the Success Plan Object, would significantly enhance our operational capabilities.

Our recent initiative underscores the need for this feature. We introduced 'Risk' as a new category of Success Plans for at-risk customers. However, we're currently facing a challenge with pre-existing plans. These were recorded under different, now legacy, types but were essentially created for the same purpose as the new 'Risk' plans.

The ability to transition these existing plans to the new 'Risk' category is critical for two reasons:

  1. Enhanced Reporting: It will streamline our reporting processes, enabling more accurate and consistent tracking of various Success Plan types.
  2. Efficient Management: It will empower Customer Success Managers (CSMs) to more effectively categorize and manage diverse plans, including Standard, Risk, Onboarding, and more.

Furthermore, as our processes evolve and we potentially introduce new types of plans, this feature will become increasingly vital. Without it, we may continually face the challenge of aligning old Success Plan types with new introductions.

T
1 person likes this
  • T
    tjohnson


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