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dan_ahrens
dan_ahrens
Expert ⭐️⭐️⭐️
April 29, 2016
Parked

Outlook/Google Calendar integration to Automatically create a CTA

Related products:CS Cockpit & Playbooks
  • April 29, 2016
  • 41 replies
  • 1437 views
Hi - an idea that was shared with my by one of my customers was related to creating CTAs automatically through Outlook/Google calendar integration. The use case is as follows:
  • CSM creates a calendar meeting request to their customer to schedule a meeting. While in the calendaring app, they have an option to click a button that will sync that meeting to a CTA in Gainsight.
  • The CTA will be created using relevant content from the meeting request (some details will have to be worked out as to how the correct customer is selected and how other mandatory fields are populated)
  • CTA is now ready to be actioned upon once the meeting is held and the notes are added to the CTA or chatter feed for that customer. 
This would allow for reduction of an extra manual step and will especially assist in cases where customers do not have standing recurring meetings, but instead meet in an ad-hoc basis.

      41 replies

      heather_bennis
      heather_bennis
      Contributor ⭐️⭐️
      May 18, 2016
      Agree 100%.  An overall integration with Outlook would be really handy to sync contacts, emails, calendar events, and tasks.
        nicole_mendonca_6a33dc
        nicole_mendonca_6a33dc
        Contributor ⭐️⭐️
        May 19, 2016
        I also got this feedback from my CSMs! They dislike the extra clicks / steps to manage a CTA and also manage their calendar, which is essentially doing the same thing "Schedule Admin call", "Lock in EBR" etc etc.
        darkknight
        darkknight
        Expert ⭐️
        May 19, 2016
        I'm thinking it could prove difficult to initiate this from the Outlook or Google Calendar since Gainsight doesn't own/manage those interfaces.  

        It seems more likely that while creating a CTA in Gainsight there could be a button to say "Add to Calendar" with the option to pull in contacts to include in the calendar entry and a prompt to send an invite.   

        There appears to be requests already for calendar integration https://community.gainsight.com/gainsight/topics/add-cockpit-integration-for-google-calendar-or-simi...  but been a while since there has been an update.
        Jeff Kirkpatrick
          grace_boyle
          grace_boyle
          Contributor ⭐️⭐️⭐️
          June 6, 2016
          With other CS platforms I've used there's been a simple integration with Gmail and Outlook, that includes all emails, etc. automatically syncing (no matter who is emailing that customer as long as they've setup the sync and the contact is in said tool or in our case, SFDC). 

          Right now we're using BCC for Me a Chrome app that syncs in their BCC SFDC email and pulling in a custom object  of all "Activity" to c360 but it doesn't look pretty and is hard to view. 

          I think displaying customer communication in one place and what's happening with the customer, is key. Would love to see this too!
            allastair_meffen
            allastair_meffen
            Contributor ⭐️⭐️⭐️
            June 17, 2016
            If this could be done through the Salesforce plugin for Outlook that would be ideal.  That plugin already grabs the account information so if it now could use that information to work with Gainsight that would be great.
              darkknight
              darkknight
              Expert ⭐️
              September 8, 2017
              This item shows "Planned" - has there been any progress made on getting this onto the roadmap?
              Jeff Kirkpatrick
                nitisha_rathi
                nitisha_rathi
                Expert ⭐️⭐️
                September 22, 2017
                Hi Jeff,

                This is not planned for fall release. I will update the ETA once we start scoping for the winter release.

                Thanks,
                Nitisha
                johnpaul_dicks
                johnpaul_dicks
                Contributor ⭐️⭐️⭐️
                November 7, 2017
                Hi Nitisha, thanks for this! Any updates on this with regards to the winter release?
                nitisha_rathi
                nitisha_rathi
                Expert ⭐️⭐️
                November 7, 2017
                Hi JohnPaul,  

                This will not be available in winter release. I will post updates here once I have a tentative ETA.

                Thanks,
                Nitisha
                miles_beckstead
                miles_beckstead
                Contributor ⭐️
                January 3, 2018
                Would love this and seems like an obvious move for gainsight.  We use a tool called Calendly that integrates with salesforce, but it's suboptimal for our use case.
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