Are you a customer success leader or operational master-mind? Once your Catalyst instance is implemented, here are the suggested resources to enhance your team's Catalyst experience with automations and workflows.
1. Configure health profiles
Health profiles allow your teams to understand the state of all account segments and track health trend per account.
- Configure health profiles: Tell Catalyst how to rate the state of an account based on your "ideal" measurements.
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Customize layouts with health insights: Once configured, adjust layouts with health insights to help monitor health at home and account-levels.
- [Optional] Sync Catalyst health to Salesforce: Optionally bring your account health status from Catalyst into Salesforce. This visibility gives your teams in Salesforce the same insights into customer health as teams in Catalyst.
2. Configure customer journeys and expansion signals
Customer journeys in Catalyst provide a classification system to group customers according to their stage in defined milestones. Expansion signals, on the other hand, give your teams quick insights into accounts that may be ready for expansion—at any stage of the journey!
- Define journey criteria: Determine which fields at the account and opportunity levels represent specific journeys and stages (e.g., overall customer journey, opportunity stages). For each stage in a journey, determine criteria for how a customer should move through each stage. Once configured, your teams can monitor customer journey progress and prioritize their work to help customers succeed in each stage.
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Define expansion signal criteria: Determine what levers (signals) your team uses to drive expansion, and customize signal notifications for your team. Once configured, your teams can take action on expansion signals.
- [Optional] Sync Catalyst signals to Salesforce: Optionally bring your signal-ready status and last action data from Catalyst into Salesforce. This visibility gives your teams in Salesforce the same insights into customer expansion as teams in Catalyst.
3. Create playbooks
Playbooks allow you to create pre-built workflows to automatically assign new tasks, send personalized emails, and update field values. Playbooks provide powerful automation to help your team maximize efficiency and provide a consistent customer experience for common workflows (e.g., renewal, customer escalation, executive business review).
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Create a new playbook: Customers enter a playbook based on custom criteria or journeys stages. Once entry conditions are satisfied, add actions and logic to determine what automation to execute along the sequence—and the primary objective of the playbook.
Looking for inspiration on the playbooks to build in context of a holistic CS program? Check out these resources.
- Fine-tune over time: As your customer records move through automations, track the impact of all playbooks or specific playbook actions and objective to optimize performance.
✨Your teams are now equipped to protect and grow their accounts! We strongly recommend monitoring your automations to ensure they continue to meet the strategic needs of your ever-changing customer base.