Transcript

Within each BLOC, you can find Canvas. Here, you can visualize the automations in your Onboarding process–namely, Campaigns (or emails) and SuccessPlays (internal workflows). As you refine your process, create new tracks or move items around. The track names do not have to represent your actual onboarding stages or follow a linear process; they are completely customizable. You can also add or edit items directly from this view, or, from the SuccessPlays or Campaigns tabs.

Let’s start by editing a SuccessPlay that is included in this BLOC: Set Customer journey stage. By default, we see the triggers that will start this play, the action that happen, and how many accounts have been impacted by this play. Click to Edit the SuccessPlay.

Now we can modify the suggested trigger criteria. What data points do you use to indicate that an account should move into Onboarding? The suggested criteria uses two data points: The account has just been created in the current day–either manually or brought into Totango from another data source. And, the contract status is Paying. If your process is different, you can add your own filters here. One example might be Contract Value. Perhaps in addition to Contract Status, you check whether the contract value is greater to or equal to $1. As you add criteria, you’ll see a preview of the customers in your database who match. In this case, I have one new account that will go into my Onboarding stage if I use these filters. N

ow for the actions! This play has a suggested action to “Update information.” In other words, when the criteria is true, Totango will automatically set the Customer Journey Stage to Onboarding. You can add new actions or additional attribute updates to this play. Let’s also create a task for the relevant Success Manager to prepare the kick off deck. I’ll add a task title and description, which can even include data fields. I can also add attachments, such as a kick off deck template.

I’ll set the due date for 3 days after this play runs. I’ll also assign it to Success Manager. Using a team role here, rather than a named person, allows this play to run at scale. I could also include a task post completion action, which might require the assignee to do something in order to be able to complete the task–like add a touchpoint. Or, we could tell Totango to automatically set the Onboarding Stage to Kick Off as soon as the task is marked as completed.

Finally, for overall accountability, I’ll set an additional check to ensure this task gets completed. Let’s say that if this task is not done after 5 days, I need to be concerned. Now I have two actions (plus some post-task completion actions) ready to run.

When I click Next, I can preview all my changes. As a caution, when you add multiple tasks to the same play, all tasks use the same trigger criteria. In our example, we’re assigning a task to a Success Manager, with the understanding that we’ve already made those named account assignments in advance of this action, most likely at the time of account creation. If that’s not the case, you can instead set up a separate SuccessPlay just for this task, which uses custom trigger criteria, such as checking for a Success Manager on the account in advance of task assignment. If you don’t have a Success Manager assigned at the time this play runs, the value in the “Assigned By” field will be used when this play runs, at which time you would need to manually update task assignment.

For Schedule, we’ll leave this set to start immediately, anytime the condition is met. When I click Save and activate, Totango will immediately start taking action on any matching accounts and anytime a new account meets the criteria. When the play runs, you can view the results of each action in the play.

Congratulations, you have now activated your SuccessBLOC!