Introduction
Automation plays a critical role in ensuring consistent and timely execution of customer success workflows. By using Gainsight’s Rules Engine, you can automate the triggering of workflows for scenarios like onboarding tasks, risk alerts, and renewal reminders. This article will guide you through configuring the Rules Engine to automate these workflows, reducing manual effort and improving team efficiency.
Step 1: Identify Key Events to Automate
Determine the scenarios and triggers that benefit most from automation.
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Onboarding Milestones: Automate workflows to notify CSMs when key onboarding steps, such as completing Success Plans, are overdue.
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Risk Alerts: Configure triggers for accounts with declining health scores or unresolved support tickets to ensure timely intervention.
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Renewal Management: Automate renewal workflows by setting up triggers for upcoming contract renewal dates or significant changes in account metrics, such as creating renewal-focused CTAs.
Step 2: Configure Rules in the Rules Engine
Set up automation rules to streamline task assignments and notifications.
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Define Rule Logic: Use the Rules Engine to create conditions that trigger workflows. For instance, configure a rule to trigger a CTA when a customer’s health score drops below a certain threshold.
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Assign Playbooks to CTAs: Link playbooks to CTAs automatically, ensuring that team members follow predefined actions for scenarios like onboarding, risk management, or renewals. Learn more in How to Create Playbooks.
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Schedule Rule Execution: Configure rules to run at regular intervals—daily, weekly, or as required—to ensure workflows are updated in real-time.
Step 3: Monitor and Refine Automation Rules
Continuously evaluate and improve your rules to ensure they deliver the desired outcomes.
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Track Rule Performance: Use the Rules Engine’s analytics to monitor rule execution success rates, failures, and impacts on workflows.
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Gather Feedback from Teams: Collect input from CSMs and managers on the effectiveness of automation in streamlining their workflows. Use Surveys to gather structured feedback.
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Refine Rule Logic: Adjust rule conditions or thresholds based on team feedback or evolving customer needs. For instance, modify the health score thresholds used to trigger risk alerts.
Next Steps for Success
With workflows automated using the Rules Engine, focus on enabling deeper engagement with your customers.
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