Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

Tools for a Gainsight Admin

Gainsight Admins carry a lot of responsibility. Your team relies on you to build and maintain many components of your platform. Learn from Gainsight's own Admin some of the tools, tips and tricks to stay on top of your Gainsight environment.

  • Sé el primero en comentar

  • Sé el primero en recomendar esto

Tools for a Gainsight Admin

  1. 1. Tools for a Gainsight Admin 10 | 28 | 2015
  2. 2. ©2015 Gainsight. All Rights Reserved. Goals •  Leverage reports and dashboards to make yourself a stronger, more efficient, more responsive Gainsight Admin. •  Save yourself lots of time •  Be aware of an issue before anyone else
  3. 3. ©2015 Gainsight. All Rights Reserved. Agenda 1)  Identify if anything is wrong a.  My daily 10 minute review 2)  Cut down response time for frequently asked questions 3)  Monitor my action items and what problems I am tracking 4)  Track the implementation of new processes 5)  Troubleshoot rules Some report and rule configurations provided at end of slideshow (slides will be sent to all attendees)
  4. 4. ©2015 Gainsight. All Rights Reserved. 1. Identify if anything is wrong •  Will’s Home dashboard, helps me keep an eye on my org! •  Condenses information that lives in different Gainsight features into a single place. •  Daily checks: •  Recent CTAs report •  Check that automatic CTA behavior is normal •  Copilot Outreach Tracker report •  See recent Copilot outreaches and emails •  Standard View scorecard report •  Visual check of scorecard behavior •  Rule failures (these come in via email) •  Weekly checks: •  Basic Usage Data reports 1
  5. 5. ©2015 Gainsight. All Rights Reserved. Recent CTAs report •  Helps me keep an eye on how many automatic CTAs are triggered •  Quick way to spot a large misfire •  Helps me understand if CSMs are receiving too many automatic CTAs 1 Config provided
  6. 6. ©2015 Gainsight. All Rights Reserved. Click down on a spike in CTAs •  I can see it was because of a bunch of onboarding-related CTAs. 1
  7. 7. ©2015 Gainsight. All Rights Reserved. Copilot Outreach Tracker report •  See recent Copilot outreaches and Rules Engine emails •  Quickly identify if something has gone wrong •  Quickly gauge success of outreaches 1 Config provided
  8. 8. ©2015 Gainsight. All Rights Reserved. Quickly check if Scorecards look normal It’s been the first 10 minutes of my day, and I have a good sense that: •  CTAs behaving normally •  Scorecards look normal •  What tech-touch emails have been sent to customers •  How successful those outreaches have been 1
  9. 9. ©2015 Gainsight. All Rights Reserved. Weekly checks: mostly around Usage Data •  We’ve found that most hiccups with Usage Data occur when passing data between two particular objects, so we made a simple check. •  Usage Data checks will be different depending on your setup. I recommend making simple checks that touch upon past challenges. 1 Does the data from this object……………………………………………………match this object?
  10. 10. ©2015 Gainsight. All Rights Reserved. And also checking zero usage accounts Usually these are accounts that just purchased or who intend to churn. If an account I thought was healthy shows us here, it may indicate a problem with our Usage Data. 1
  11. 11. ©2015 Gainsight. All Rights Reserved. 2. Cut Down Response Time for FAQs •  Reports that allow to me quickly answer questions that the Customer Success team asks often. •  Can you confirm if a particular person received one of our tech-touch emails? •  Email Research by User report 2
  12. 12. ©2015 Gainsight. All Rights Reserved. Email Research by User report “Did John Smith receive XYZ email?” 2
  13. 13. ©2015 Gainsight. All Rights Reserved. Did a particular person receive an email? Yes, they received it. One outreach even shows 10 opens for a single email, indicating the recipient forwarded the message. Using Rules Engine, we can build automatic CTAs for when a key person forwards an email widely, or when they don’t open an important outreach at all. 2 Config provided
  14. 14. ©2015 Gainsight. All Rights Reserved. 3. Monitor my action items and support cases •  Quick overview of my CTAs •  Track all the support tickets submitted by •  Myself •  Immediate coworkers •  My manager •  CEO 3
  15. 15. ©2015 Gainsight. All Rights Reserved. Overview of my CTAs •  I’ve set myself up with admin-specific CTAs •  CTAs to complete certain system-related steps if a customer is marked “Will Churn” •  CTAs when a single person receives the same outreach twice. This usually indicates a duplicate SFDC Contact record. 3Config provided
  16. 16. ©2015 Gainsight. All Rights Reserved. Overview of my support tickets •  As a very heavy user, I file a lot of tickets! •  This chart will show me tickets filed by myself, my manager, key coworkers and Nick, our CEO. 3
  17. 17. ©2015 Gainsight. All Rights Reserved. 4. Track the Implementation of New Processes •  Earlier this quarter, we implemented a new Executive Sponsor Program. It requires Rules, CTAs and Milestones to work in tandem. •  I can check that everything is working properly with an Exec Sponsor Dashboard A.  Certain accounts are manually assigned an Exec Sponsor •  Check: Executive Sponsor Count report B.  Execs receive CTAs to have a check-in with certain customers •  Check: Exec Sponsor Check-in CTAs report C.  Executives close CTA when check-in is completed •  Check: “Closed Success” Check-in CTAs report D.  Once CTA is closed, a milestone is dropped •  Check: Executive Sponsor Call Milestones report •  The next CTA is then triggered a certain number of days after that milestone 4
  18. 18. ©2015 Gainsight. All Rights Reserved. Executive Sponsor Count Allocate and track Exec Sponsor assignmentsA 4
  19. 19. ©2015 Gainsight. All Rights Reserved. Exec Sponsor Check-in CTAs Make sure CTAs firing normallyB 4
  20. 20. ©2015 Gainsight. All Rights Reserved. “Closed Success” Check-in CTAs Make sure people are closing the CTAs when check-in is completed C 4
  21. 21. ©2015 Gainsight. All Rights Reserved. Tracking CTAs closed and milestones dropped Making sure the Rule that auto-lays the milestones is working properly. The next CTAs will be based off these. D 4
  22. 22. ©2015 Gainsight. All Rights Reserved. 5. Troubleshoot Rules •  Leverage Report Builder to help you with Rules. •  If you can’t figure out why a Rule won’t “catch” a certain record, build a report with each Rule filter as a “Show me” field. •  Very quickly, you can see why a record was not getting through the filter. 5
  23. 23. ©2015 Gainsight. All Rights Reserved. Troubleshooting a Support CTA rule Rule is intended to fire a CTA for a support ticket is open for 21 days. 5
  24. 24. ©2015 Gainsight. All Rights Reserved. Build a report showing the filter fields This will help identify why a certain record did not pass through the filter. 5
  25. 25. ©2015 Gainsight. All Rights Reserved. Q&A
  26. 26. ©2015 Gainsight. All Rights Reserved. Configurations
  27. 27. ©2015 Gainsight. All Rights Reserved. Recent CTAs report Configuration on next slide 1
  28. 28. ©2015 Gainsight. All Rights Reserved. Recent CTAs report Configuration 1
  29. 29. ©2015 Gainsight. All Rights Reserved. Copilot Outreach Tracker report 1 Configuration on next slide
  30. 30. ©2015 Gainsight. All Rights Reserved. Copilot Outreach Tracker report 1 Configuration
  31. 31. ©2015 Gainsight. All Rights Reserved. Email Research by User report 2 Configuration on next slide
  32. 32. ©2015 Gainsight. All Rights Reserved. Email Research by User report Configuration 2
  33. 33. ©2015 Gainsight. All Rights Reserved. Duplicate Email CTA •  I receive CTAs when a single person receives the same outreach twice. This usually indicates a duplicate SFDC Contact record. •  I then go and merge the SFDC Contacts to solve the problem 3 Rule configuration on next slide
  34. 34. ©2015 Gainsight. All Rights Reserved. Duplicate Email CTA Edit Rule Configuration
  35. 35. ©2015 Gainsight. All Rights Reserved. Duplicate Email CTA Setup Rule Configuration
  36. 36. ©2015 Gainsight. All Rights Reserved. Setup Action Configuration
  37. 37. ©2015 Gainsight. All Rights Reserved. Duplicate Email CTA Schedule Configuration

    Sé el primero en comentar

    Inicia sesión para ver los comentarios

Gainsight Admins carry a lot of responsibility. Your team relies on you to build and maintain many components of your platform. Learn from Gainsight's own Admin some of the tools, tips and tricks to stay on top of your Gainsight environment.

Vistas

Total de vistas

417

En Slideshare

0

De embebidos

0

Número de embebidos

128

Acciones

Descargas

0

Compartidos

0

Comentarios

0

Me gusta

0

×