SuccessPlays are a set of tasks or actions triggered automatically on accounts when they match pre-defined criteria. The automated workflows that are triggered provide a templated action plan to Customer Success Managers so they can focus and complete them to achieve the necessary outcomes in a timely manner.
Operationalize business processes by implementing consistent Customer Success activities. Standardize workflows to achieve effective delivery — increasing the scale of your team and reducing churn.
Assign tasks to team members automatically — when accounts fit a pre-defined criteria, a set of tasks can be triggered and assigned to the right team members.
Use Totango provided best practices immediately — Totango has provided out-of-the-box SuccessPlays that define best practices in Customer Success, customizable to cater to your business needs.
Streamline account information using Forms — Create and send custom forms to internal users to facilitate gathering of account information in a simple intuitive manner.
“Totango will help us really codify client success through programs and plays. We can do that manually but not nearly to the same scale. So we think about programs being everything we need to do for our clients all the time and then Plays are really more triggered events, something happens and we would need to take the right action at the right time and Totango will allow us to codify that into our business process.”