Introduction
Efficient workflows drive consistency and scalability, but their effectiveness must be regularly monitored and refined to ensure they meet evolving team and customer needs. By tracking workflow performance, gathering feedback, and making iterative improvements, your team can continuously optimize processes for better outcomes. This article will guide you through evaluating and enhancing workflow effectiveness in Gainsight.
Step 1: Track Key Workflow Metrics
Monitoring relevant metrics helps identify bottlenecks and areas for improvement.
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CTA Completion Rates: Use Cockpit Dashboards to track how often CTAs are completed and whether playbook tasks are followed through.
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Workflow Efficiency: Monitor metrics such as time-to-completion for key tasks or the number of overdue CTAs. Use Rules Engine Analytics to evaluate workflow triggers and performance.
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Customer Engagement Impact: Analyze the effect of workflows on customer engagement metrics like health score improvements or usage trends. Leverage Adoption Explorer to track feature usage or activity patterns.
Step 2: Collect Feedback from Teams and Customers
Input from users provides insights into workflow usability and impact.
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Gather Team Feedback: Conduct regular sessions with CSMs and managers to identify challenges and opportunities for improvement in workflows. Use Surveys to collect structured feedback.
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Incorporate Customer Feedback: Evaluate customer responses to workflows like onboarding or renewal processes. Use feedback from Timeline or customer satisfaction surveys to understand their experience.
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Identify Gaps in Workflow Steps: Use feedback to pinpoint missing or redundant steps in workflows, ensuring they remain aligned with team goals and customer expectations.
Step 3: Refine Workflows Based on Insights
Implement changes to improve workflow efficiency and effectiveness.
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Adjust Workflow Triggers: Modify rule logic or thresholds in the Rules Engine to ensure workflows are triggered appropriately, avoiding unnecessary or missed tasks.
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Update Playbooks: Refine playbook steps based on team and customer feedback. For example, add steps to address recurring customer concerns or streamline redundant actions. Refer to How to Create Playbooks for guidance.
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Streamline Cross-Team Collaboration: If workflows involve multiple teams (e.g., Sales-to-CS handoffs), ensure steps are clear, responsibilities are defined, and tools like Slack Integration are leveraged for seamless communication.
Next Steps for Success
With workflows refined for effectiveness, focus on scaling automation to additional processes.
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