Think of a flow as a way to categorize your client interactions. More than that, flows act as a thread throughout all of Totango as you designate flows for:
- Touchpoints
- Tasks
- SuccessPlays
- Campaigns
- SuccessBLOCs
Using flows, you can distinguish interactions in onboarding from those in adoption, support, renewal, expansion, etc.
1. Ensure your teams always choose a flow for their touchpoints and tasks
Are your teams using flows today for their touchpoints? Flows are required for touchpoints and tasks; however, if no flow is selected, the default flow is applied. Teams should understand the importance of choosing a flow that best represents the category of interaction.
Teams can use flows to filtering their notifications. For example, if teams are logging into Totango and seeing hundreds of notifications in their My Portfolio, use filters to drown out the noise and prioritize action.
2. Use segment filters for flows and touchpoints
There are several segmentation data points to help you analyze your team's engagements. Teams can create segments to group their accounts into focused activities related to touchpoints and flows. Admins can even create Totango user segments to analyze team activity.
Account-level filters
| Filter | Details |
|---|---|
| Last SuccessFlow Date |
Filter accounts based on the last time a touchpoint within a specific flow occurred for that account within a specific time frame.
Example: Accounts where
Last SuccessFlow "Renewal" was over 30
days ago
|
| Number of engagements |
Filter accounts based on the number of engagements* that have occurred within a specific flow within the last 7, 14, 30, or 90 days. You can also use engagement metrics in scorecards (see below). *Engagements refer to touchpoints (Type not Internal) and campaigns designated as a touch).
Example: Accounts where
Number of Engagements "Onboarding" or "Support" is greater than or equal to 1 in the last 7 days
|
| Touchpoints |
Filter accounts based on the number of touchpoints they've had in a given time period (Last 1, 7, 14, 30 days).
Example: Accounts where
Touchpoints is less than
or equal to 1 in the last 30
days
|
| Last Touch |
Filter accounts by last touch within a given time period.
Example: Accounts where
Last Touch was over 180 days ago or does not exist
|
Campaigns logged as a "touch" appear in the account timeline along with other emails sent to the account users, to give you a complete picture of customer engagement.
Touchpoint collection filters
For segments that start from the Touchpoint object, use filters to analyze touchpoints by flow.
| Filter | Details |
|---|---|
| Touchpoint SuccessFlow |
Filter touchpoints to see only touchpoints with one or more flows (or excluded from one or more flows)
Example: Touchpoints where
SuccessFlow "Escalation or Risk"
|
Totango user filters
For segments that start from the Totango Users object, use filters to analyze engagements by team member(s).
| Filter | Details |
|---|---|
| Touchpoint SuccessFlow |
Filter touchpoints to see only touchpoints with one or more flows (or excluded from one or more flows)
Example: Touchpoints where
SuccessFlow "Escalation or Risk"
|
3. Highlight touchpoint engagement metrics in scorecards
Outside of total number of touchpoints, flows are the only element within touchpoints that you can track over time and see historically.
Before Totango can aggregate this information, admins must enable the "Calculate tasks and touchpoints metrics" option for EACH flow you would like Totango to calculate.
Once enabled, you will see new historical metric options for any scorecard based on an account-level segment: Total Number of '[Flow]' Engagements in Last X Days (X = 7, 14, 30, 90). These metrics are available to use in the following visual types: Number, Bar Chart, or Line Chart.
The interval you choose should match the selected metric. For example, if you select "Last 30 days" for the metric, you should choose "Monthly" for the interval.
Examples of KPIs for account-level segments tracking touchpoints over time:
Aside from historical trends, you can also use flows in KPIs that are based on touchpoint segments: