How do I track time spent with clients? Meeting times, configuration time, csm utilisation etc. Answered
Not sure if many people use this area of Totango but if anyone is out there, hello!
How are you tracking time spent in meetings?
Only been using Totango for a couple months now and am still utterly shocked there is no way to add a duration field to touchpoints. The amount of pressure I am getting internally about reporting on this is getting pretty extreme now. We used to provide really nice reports to the business around time utilisation - where we are spending our time, types of meetings our time is being spent, which types of clients are taking up the most time, which CSMs are spending the most time in meetings. All that good stuff! Since getting Totango we cannot do this and our old very very basic CS platform could do this - we could add fields and record any information we wanted against a touchpoint!
I have seen a suggestion on another post around adding "Meeting - 15 minutes" "Meeting - 30 minutes" etc. but it's not practical for us. We can range from a quick 10 minute call to 6 hours on site with a client. Our customers purchase bundles of customer success hours to be used for meetings, as well as hours for CSMs to do configuration work, so we need to be able to quickly see how much time has been spent on what.
Surely someone else out there is having this same problem? So looking for any creative workarounds that reduces double handling as little as possible.
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Hi Ash. I've funneled this to our Product team to add to our wishlist. I'm not aware of any creative workarounds, but I hope to be proved wrong if others have them.
As a side note, I appreciate your coming here for help among other Totango users. We are currently working on launching a new community tool soon and hope to get more participation in the near future.
For anyone who may stumble upon this, here is the workaround we have been doing for time tracking. It's pretty awful and is a lot of double entry given you need to add a touchpoint AND fill in a collection on the customer account with all the same info in your touchpoint just to get an Hours field filled in, but it works.
So to get around the lack of being able to customise touchpoints and add in fields we have created a collection called “CSM Customer Engagement Activity”. So once we add a touchpoint we fill this in so we can track how long said touchpoint was.
This provides us with a great log of interactions we have had with the customer / work we have done for said customer.
It also allows us to pull reports on the types of touchpoint (Activity) and sum up the hours, via many many different scorecards. Once a bunch of bugs have been fixed within the new Reports tool, this will be able to show the data much better!
Thank you for sharing Ash! Wow, this is an impressive workaround. Appreciate your transparency here.
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