Transcript

In this video we’ll review fundamentals and example use cases for SuccessPlays. Major topics include: Event-Based vs. Manual, and actions and use cases.

SuccessPlays are templates that standardize workflows. When everyone on your team aligns processes around commonly recurring events–such as kick-off calls, customer handoffs, renewals, champion loss–your customers experience consistent service, and your jobs become easier.

As an example, whenever someone on your team identifies a competitive threat on one of their accounts, they might always do the same process: Align with the sales team and document a plan. A play keeps those tasks set up as a template to save everyone time from adding them as one-offs. Additionally, it allows someone else on the team to follow the same process, who might otherwise not include that documentation step.

There could be numerous SuccessPlays for the hundreds of events that happen in your business, many of which come pre-configured with SuccessBLOCs, or you may create them from scratch from the SuccessBLOC or from any segment.

SuccessPlays are event-based, manual, or either. Event-based SuccessPlays automatically run any time some condition is satisfied. What happens next? With event-based only plays, one or more of these actions may occur–a task gets scheduled, a request for information is assigned, an attribute automatically updates, a milestone or other notification fires, or some custom action for an external system. Although individual team members won’t be invoking these types of plays, everyone should at least be aware that various notifications and tasks may be assigned automatically.

Any play that has the option to trigger manually will have one or more of these actions only: Task or request for information. Any one of your team members can run an active manual play if they have access to the SuccessBLOC–simply by clicking Run Play from the quick actions bar. If they have appropriate permissions, they can even create new manual plays right from this window.

For any play that has a task as an action–remember, this could include event-based and/or manual–you also have the option to update information as a post-completion action on that task. A good example might be once a Success Manager has completed a task of Creating a Kick Off Deck and Scheduling a call, you can configure the play to automatically change the onboarding stage to KickOff as soon as that task is marked completed.

Within each play–however you set up the trigger (manual or event based)--you can include multiple actions. As long as you can have these actions all land at the same time when the play is triggered, you can include whatever actions you’d like. A good example of this might be a play that schedules several tasks for a Success Manager. The tasks all get created at the same time, but they can have different due dates.

Or, another example is a play that updates information when onboarding is stalled and at the same time, schedules a task for the SuccessManager to take action.

Or perhaps when a customer has been in good health for 90 days, we set a task to ask the customer to be a reference AND send a milestone notification internally. You’ll find lots of use cases for adding multiple actions into a single play.

However, if you need actions to occur in a cascading order, you’ll need to create multiple SuccessPlays with different conditions. As an example, here we set the customer journey stage to onboarding if the Create Date has occurred in the current day and contract status is paying. Then, we have a second play that occurs within 1 day whenever that onboarding stage gets set. We could have put all of these things into one play if we wanted all actions to fall in the same day, but for purposes of example, we had a slight difference in the criteria, and therefore needed to create separate plays. 

See how to put this all into action in another video.