Who can use this feature?
- Global admins or users with advanced permissions
- Available on all plans
Your Totango instance includes several starter health profiles that you can use, depending on the type of health calculation you choose (multidimensional or account).
|Multidimensional Health||Account Health|
|High Touch Onboarding||✓||✓|
Configure the high touch onboarding profile
As an example, this article provides guidance on adjusting your High Touch Onboarding profile (Account Health) to reflect your own onboarding timelines, stages, and expectations. You may use other profiles as needed.
Before you update your health profile, we recommend that you map your onboarding stages first.
- From the left nav, click Settings.
- Within Settings, expand Data Management > Health Designer. By default, Multidimensional Health will be active.
- Click on the Account Health tab.
- Click the High Touch Onboarding profile (disabled) to view properties.
- From the profile view, click Edit Profile.
- Configure properties for the profile:
- Name: Adjust the name if you prefer. This name is visible in the health widget on the account profile.
Account type: Define which level of the hierarchy this profile will be used. If you have a flat hierarchy, leave set to Company. If you have a two-level hierarchy, you may choose both levels if it is appropriate to use the same profile for both the parent and the child accounts. You may also create a separate health profile to measure each level, if that better suits your needs.
Products: If you have more than one product you will see an additional option. If your onboarding process applies to a single product, then choose the product you want to apply this health profile to.
Segment criteria: The out of the box segment criteria should capture all of your accounts in the onboarding stage of the customer journey. Click in the grey box to optionally add more filter criteria, such as Contract Status is Paying.
- Configure metrics for the profile. Click inside a default metric to edit properties:
In order for an account to qualify for good health, it must meet all criteria in that column (AND statements). On the other hand, an account can qualify for poor health if it meets any criteria in that column (OR statements). Accounts that meet some criteria in the Good column and none of the criteria in the Poor column are considered in average health.
Last touch: Based on your practices, how frequently should your account owners be in contact with the accounts in onboarding (via touchpoints or campaigns)? How many days without a logged touchpoint should indicate that there is a communication issue?
Risk status: If you have a plan for your CSMs to assign risk to an account, which risk status fall within the poor health criteria, and which statuses (if any) fall into the good criteria? Is not one of or does not exist: This qualifier allows you to determine which statuses to exclude from your criteria AND identify that no status falls into the same category. This is a great option for the good health risk metric because no risk status is great!
Project status: Identify issues on that are hindering the progress of the onboarding process. This lifecycle status allows your team to provide more detail when roadblocks appear in your timeline.
Customer journey stage: Define the total number of days for you would expect a customer to be in the onboarding stage. This is set to 30 days by default, but this should be adjusted based on your process and timeline. It may be more appropriate to say that a project-based onboarding should not take more than 90 or 120 days or more.
- Last touch: Based on your practices, how frequently should your account owners be in contact with the accounts in onboarding (via touchpoints or campaigns)? How many days without a logged touchpoint should indicate that there is a communication issue?
- Remove or add new metrics as needed. As an example, you may want to include the Onboarding Stage metric and define acceptable durations for each stage in your process.
- Timelines in each stage do not need to match exactly around tasks assigned within that stage, but rather is an evaluation of expected time spent and perceived risk posed for durations that exceed expectations.
- Set the "In the Last" parameter on each stage, otherwise the poor health designation will follow your account into new stages. In the Last identifies how many days you want to look backwards. We recommend setting this to +1 the number of days you set as the threshold for poor.
- Click Done Editing.
Re-order and enable the health profile
Out of the box, Totango enables the Multidimensional Health profiles. In this example, we modified the High Touch Onboarding profile for Account Health (less complex). To use these settings, you will need to re-order the profile and activate so that Totango starts re-calculating all accounts based on the new profile settings.
Totango uses the active profile with the lowest order (top) first before using other profiles. In other words, best practice is to position the profile(s) with the most restrictive criteria first. If an account doesn't match the criteria, Totango will continue to move down the list of profiles toward the most general profile at the bottom.
- From the health designer, ensure you're on the Account Health tab.
- From the Ellipses (...) next to the High Touch Onboarding profile, click Enable.
- Drag-and-drop the profile to the top of the list.
- Click Save Changes.
- Click Activate Account Health.
- Read the confirmation, and click to confirm.
Totango starts calculating health using the new settings, going forward. You can optionally tell Totango to recalculate health historically.