Using Dynamic Data with SuccessPlay Tasks

Introduction

Using Smart Tasks, SuccessPlays can now generate tasks for Account Team members that include precise data points that help explain in greater detail why the task was created.

SuccessPlays and the tasks they generate are a crucial component to your Early Warning System. The tasks help CSMs prioritize the accounts they should focus on (why an account needs attention) and guide them on what to do in a specific situation (how to engage).

After receiving a task, a CSM typically prepares for the customer call or email in order to be well-informed. Totango provides a wealth of real-time information to assist the CSM, but it can take time gathering all the necessary data depending on how many details the CSM plans to cover.

Using Smart Tasks, SuccessPlays can generate specific tasks that give all the information the CSMs need to immediately follow-up with customers. Smart Tasks can give the real-time context of an account by dynamically pulling in relevant data at a very granular level. Data can be pulled from account-level attributes and a customer’s custom metrics.

Imagine that a CSM is assigned an average of 10 tasks a day. For each task, a CSM takes 15 minutes to find at least 5 key data points before engaging with a customer. Totango’s Smart Tasks saves that CSM 2.5 hours of work each day. And how many CSMs does your company have?

With Smart Tasks, CSMs can execute more tasks in less time and have a better understanding of what action needs to be taken and why. CSMs will love the insight and convenience, managers will love the boost in productivity.

Example Use Cases for Smart Tasks

The goal of Smart Tasks is to arm the CSMs with all the information they need to engage with the customer without having to drill down into the Account Profile. Below are some examples of results generated from Smart Tasks. The data points mentioned in bold below would be dynamically pulled into the task for each account.

• If the usage of a feature (i.e. reports module) has dropped by more than 30%, create a task that contains the exact percentage change and other parameters. For example: Contact this account because the percent change in reports run in the last 14 days has dropped by 53%, their current Health is Yellow, their Number of Daily Active Users in the last 14 days is 15, and their renewal date is November 30.
• If license utilization exceeds 100% and renewal date is in the next 60 days, create a task that contains the real-time license utilization data and other parameters. For example: Contact this account because license utilization is at 131%, the renewal date is December 15, the current contract value is $65,000, and their plan is ProPlus.
• If an account is stuck in Onboarding more than 30 days and they have not logged in more than 5 times in the last 7 days, create a task that contains the specific details. For example: Contact this account because the Number of Days in Onboarding is 43, and they have logged in 3 times in the last 7 days.
• If the account's average NPS score drops from their previous score, create a task that contains the relevant information. For example: Contact this account because their Current NPS Score is 5, their Previous NPS score was 7, their current Health is Green, their Number of Daily Active Users is 25, and the Last Executive Discussion was on August 15, 2017.

Creating Smart Tasks

Step 1: Begin by creating a SuccessPlay*.

*If you want more details on creating SuccessPlays, including specific how-to's and best practices, please read this Totango Academy article.

Step 2: When describing a task, you can add specific data points to Task Title and Task Description dynamically by clicking “Add Data” above the task title/description box (see screenshot below) or typing $ (see gif below). Then search for the attribute name you want to include.

Step 3: Review your SuccessPlay and select Activate.

Other Things to Note

• You can update existing SuccessPlays to create tasks with dynamic data.
• The dynamic data points included in the tasks are real-time values pulled in at the time the task is generated. If a CSM opens a task one day, or multiple days, after the task is created, the data values do not change. For example, if the "Number of Open Support Tickets" was 5 at the time the task is created, but it increased to 7 by the time the CSM opens the task, the task will still say 5.
• If you create a SuccessPlay for multi-level accounts and both a parent and child account meet the segment criteria, two tasks will be generated on the parent account. The child account task will contain child-account dynamic data.
• If you create a SuccessPlay for multi-level accounts and only a child account meets the segment criteria, one task will be generated on the parent account. Although the task appears at the parent level, the task will contain child-account dynamic data.
• When a specific attribute has no value associated with it for an account, the data point will display the attribute display name instead. For example, Contract Value is 'Contract Value'.

If you have any questions or want to see a live demo, please contact your CSM.