Enterprise Edition just got more advanced with new capabilities to aggregate data real-time from all levels of the hierarchy at the parent level in a new feature called Hierarchy Rollups.
Hierarchy Rollups give Enterprise-tier customers the ability to drive even more value across their sub-accounts, products, channels, and installs by viewing and tracking key metrics of a customer at the parent level.
Here are just a few benefits of using Hierarchy Rollups:
- Track and manage adoption of all products or sub-accounts easily in a consolidated view at the parent account level
- Identify cross-sell and upsell opportunities at the parent account level
- Communicate to key stakeholders at the parent account level updates regarding usage, adoption, license utilization, and other key metrics.
Here are some suggested Hierarchy Rollups you can take advantage of upon setup:
- Rollup contract value to see the total contract value at the parent account level
- Rollup active users of each sub-account at the parent level
- Rollup usage of a particular feature across all installs at the parent level to track adoption
The following overview will describe these new enhancements to Totango’s Enterprise Edition and include information on:
- Setting up Hierarchy Rollups
- Showing Hierarchy Rollups on the parent account profile page in the Key Metrics widget
- Using Hierarchy Rollups in Segments
- Using Hierarchy Rollups in SuccessPlays
- Using Hierarchy Rollups in Campaigns
- Some system limitations
Setting up Hierarchy Rollups
Hierarchy Rollups need to be set up by admin users within the Attribute and Metrics tab in the left-hand menu item (see image below).
To add a new Hierarchy Rollup, click the “Add Hierarchy Rollup” button.
- There is a limit of 50 Custom Metrics and Hierarchy Rollups combined. If you exceed this limit the button will not be available.
After you click the button, you will be prompted to select the numeric attributes and Custom Metrics you would like aggregated.
- If you want to roll up numeric data based on activity or a custom formula you need to first define this metric using the Custom Metrics tab, then define the Hierarchy Rollup.
- Example: If you want to aggregate the number of logins, you first need to define a Custom Metric of “count number of logins in the last 7 days” and then define a Hierarchy Rollup on this Custom Metric.
- Read more about setting up Custom Metrics in this feature overview.
After you have defined the new Hierarchy Rollups, they will show up in the setting screen where you can either:
- Change the setting of what to calculate (Average, Sum, or both).
- View where this Hierarchy Rollup is being used by selecting the briefcase icon
- Delete this Hierarchy Rollup
Showing Hierarchy Rollups on the parent account profile page in the Key Metrics widget
Once you define your Hierarchy Rollups, you can start consuming the data in the new Key Metrics widget available on the parent account profile. You can customize this widget and select which Hierarchy Rollups you want to view by selecting the Add Metrics button or the “Gear” icon in the top right corner.
In this setup window, you can select which metrics you want to view in a graph and which ones you want to view as a numeric data point with percentage change.
Here is an example of a Key Metrics widget set up on the parent account level.
Using Hierarchy Rollups in Segments
Now that we have Hierarchy Rollups at the parent account, you can use them as part of your Totango segmentation engine. When you begin setting up or editing a Segment, your Hierarchy Rollups will appear under the Hierarchy Rollups sub-section on the left-hand menu. You can use both numeric filters as well as trend/percent change filters (see image below).
Now you can track adoption at the parent level in a business hierarchy by aggregating the total usage of key metrics and their trends.
- For example, create a segment that shows all the accounts that the number of logins are trending down by 20% in the last 14 days across all the products.
CSMs can also trigger email alerts based on Hierarchy Rollups included in Segments.
- For example, send an email to the Customer Success Manager when users stopped using a product’s feature across all departments.
Using Hierarchy Rollups in SuccessPlays
Hierarchy Rollups are available in SuccessPlays. You can create a SuccesPlay for parent accounts based on the aggregated data.
- For example, run a SuccessPlay to trigger a cross-sell opportunity notification when “A parent account that bought Product A and has more than 10 active users but did not buy product B.”
Using Hierarchy Rollups in Campaigns
Hierarchy Rollups are available in Campaigns and SuccessBeat segments. You can create a Campaign for parent accounts based on the aggregated data of the different children accounts.
- For example, run a weekly email Campaign or SuccessBeat to a key stakeholder at the parent account letting him or her know how many new projects were created this week by the entire organization using their product.
Some System Limitations
- To use Hierarchy Rollups you must be an Enterprise-tier customer
- There is a limit of 50 Custom Metrics and Hierarchy Rollups combined.
- After defining a Hierarchy Rollup or Custom Metric it takes 10 minutes for the system to reflect the new metric and have it available across the system
- When aggregating the number of active users, Totango does not “dedupe” the same users of different child accounts.
- When aggregating an average of license utilization, Totango does not average total seats used divided by total seats sold. It averages the actual license utilization of the different children.
- Hierarchy Rollups cannot aggregate parent health (yet).
- In case you already provided Totango with pre-calculated rollups and stored them under the same attribute name in Totango, you should not use Totango's rollups as it will skew the results.
- If the account hierarchy is changed - for example, if an account is added/removed as a child of another account - then this won't update your Hierarchy Rollups immediately. The Hierarchy Rollup values will be recalculated during the next nightly system refresh.
- Please note, any change in the data itself will trigger an immediate recalculation of the relevant Custom Metrics and Hierarchy Rollups.