Current Gap:
We have a Gainsight health score measure which looks at whether a Business Review has been conducted for a customer.
We also use the AI Follow-Up feature from Staircase to automate timeline entries with transcribed meeting summaries from customer meetings happening MS Teams.
However, when these AI follow ups are logged from Staircase to Gainsight, they are always classified as a “Meeting” activity type. This means that in order for an automated meeting from Staircase logged to GS timeline to “count” against the scorecard measure, a CSM has to remember to go into Timeline and update the activity type. Maybe they’ll remember to do that, maybe they won’t. And it will affect the customer’s health score if they don’t.
Staircase knows and is already detecting when a business review has occurred.
As an admin, I don’t have the ability to configure or map this any other way.
Proposed Solution:
Instead, we’d like to be able to map different conversations detected by Staircase to different timeline activity types in Gainsight.
For example, we’d like to be able to map lifecycle events detected by Staircase into different timeline activity types, like:
- Business Reviews
- Commercial conversations/renewals
- Kick-Off calls
