Introduction
Inefficient handoffs between teams—such as Sales to Customer Success or Support escalations—can lead to misaligned priorities, incomplete knowledge transfer, and delays in customer engagement. Automating these transitions with workflows in Gainsight ensures that critical tasks are assigned, notifications are sent, and relevant customer details are shared seamlessly. This article will guide you through setting up automated workflows to streamline internal handoffs, improving team efficiency and customer outcomes.
Step 1: Map Key Internal Handoff Scenarios
Start by identifying and documenting the most critical handoff scenarios that require streamlined workflows.
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Sales-to-CS Transitions: Ensure smooth transitions by capturing customer objectives, metrics, and commitments from Sales teams. Use Timeline to log critical details during handoff meetings.
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Support Escalations to CS: Standardize processes for escalating unresolved customer issues to the Customer Success team. Include key details such as unresolved tickets or recent customer interactions.
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Internal Transfers: Map workflows for internal team transitions, such as reassigning accounts when a CSM moves teams or roles.
Step 2: Automate Task Assignments and Notifications
Use Gainsight’s tools to automate the assignment of tasks and the delivery of real-time notifications.
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Configure Rules for Automated CTAs: Use the Rules Engine to trigger CTAs when handoff conditions are met, such as a new account assigned to CS or unresolved escalations.
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Send Notifications to Stakeholders: Leverage Gainsight’s Slack Integration to notify relevant team members in real time, ensuring everyone is aligned on their responsibilities.
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Assign Ownership: Automatically assign tasks to the appropriate team members (e.g., CSMs or account managers), ensuring clear accountability for follow-ups.
Step 3: Standardize Knowledge Transfer with Playbooks
Create playbooks to ensure every handoff includes consistent steps and thorough knowledge transfer.
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Document Handoff Requirements: Build playbooks that specify actions like documenting customer goals, reviewing health metrics, or scheduling kickoff calls. Refer to How to Create Playbooks.
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Embed Customer Data: Ensure all relevant customer data, such as ARR, health scores, and support history, is included in the handoff process. Use C360 Layouts to centralize and share these details seamlessly.
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Track Completion: Monitor progress using Cockpit Dashboards to ensure all playbook steps are completed during handoff.
Next Steps for Success
With automated workflows for internal handoffs in place, focus on gathering feedback from teams to refine and optimize these processes. Refer to the article Monitor and Refine Workflow Effectiveness to track and improve the performance of your workflows.
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