Transcript
In this video we’ll add a touchpoint and a task. Major topics include: Using a touchpoint to send an email, choosing a FLOW, and creating and completing ad hoc tasks.
Let’s start with touchpoints. Say I’m a portfolio manager or CSM, and I just finished a busy morning of customer calls. One of those engagements was a renewal call, so I need to log that touchpoint into the system. I can do that from within My Portfolio, or anywhere I see my quick actions menu. Touchpoints are excellent for internal notes, of course, but they can optionally be dual-purposed to allow you to send an email internally to your team or externally to the customer at the same time–so two actions in one.
The first thing I do is select the touchpoint type. I chose web meeting, since that was how we did our renewal call. And I chose today’s date since it happened this morning, but if I fall behind and need to log touchpoints for yesterday, I can choose a date in the past.
For participants, you can add any contacts on the account or other Totango users (or team members). As long as you first select the Account first, just start typing the name and select it. If you need to include someone who is not already in the system, you’ll need to enter the full email address. You can add them as a contact on the account anytime after that.
For Subject, I’m going to treat this just like I would as an email. And then type my notes–taking advantage of the formatting options here.
The next thing is to choose the correct category, which we call a SuccessFLOW. These SuccessFLOWS help you filter activity within different views and reports throughout Totango. Again, I’m using this touchpoint for dual purpose–logging my activity and also sending an email, so I will select the option for external contact. If you have a signature set up within your user profile, it will automatically be added to this communication if sent out as an email. If I don't check this box, it's just going to log a note in the system.
As an example, maybe it's just meeting notes that I don’t need to send out to anyone as an email. Or maybe I want to do an internal email, where I'm letting my coworker Aaron know that this account is at risk. The “Internal” touchpoint type, by the way, is not considered in "Last Touch" metrics, which could be used in the account’s Health score calculation.
Touchpoints are automatically saved as drafts, so you can come back to this by clicking Add Touchpoint again whenever you are on the account profile for the associated customer.
In this example, we’re starting in Totango and automating an email. However, you can instead start in your email inbox and automate the touchpoint by BCCing “touchpoints@totango.com”. One benefit of starting in Totango like we’re doing now, is that you can also add tasks for yourself within the same workflow. In my scenario, I told my customer that I would send her an order form. I will use a task to virtually jot that down—just like a sticky note–so that I can ensure this gets done and later mark it as complete. Again I give it the correct success flow and assign it to myself with a due date and priority.
Assigning tasks to other team members like this ad hoc is also handy–if you’re a team lead you might be assigning tasks people as issues pop up throughout the day. Once I save this task, I could add more, or I could complete my touchpoint. As soon as I click Add, it will log the touchpoint and confirm email send since this is an external contact. When I confirm, the touchpoint is logged, and the email is sent immediately.
As a reminder, any tasks you added show up within your My Portfolio and within the Plan tab of the account, where you can update the date, update notes, complete them, and add follow-ups. The tasks we talked about here are ad hoc or manual. In another video, you can learn more about automatic assignment of tasks via SuccessPlays.
