CRM

LokiStelz
Participant | Elite Partner
Participant | Elite Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi all. 

I am setting up a customer care follow-up workflow for the Customer Success team - each CSM needs to get Task reminders monthly for customer meetings, and the Meetings vary depending on what segment the customer is in. It´s a Company based workflow.

I started with 5 Lists for Companies in Segments 1,2,3,4,5, as enrollment. Then I had If branches to count back from Renewal date to trigger the tasks monthly - 11 /10 / 9 months from Renewal Date, and so on.

For eg.
Company is member of List Segment 1
- If Rnwl Date is < 11 months, the create task for Meeting Type A (care call )
- If Rnwl Date is < 10 months, the create task for Meeting Type B (strategic meeting)

However, HubSpot doesn´t support re-enrollment for Company Lists so I´m a bit stuck - Companies go through the workflow once but don´t re-enroll - I don´t have an event to trigger a monthly re-enrollment. 

I would really appreciate any ideas - if I use the Renewal date and count back from that, I need 11 workflows for each month (30 days back from renewal, 60 days/ 90 days and so on ) and then branches for each segment in each WF.  That´s a bit massive and complex.

Is there an easier way?  Thanks for any help. 

1 Accepted solution
Josh
Solution
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi @LokiStelz,

 

Regarding the list, I would make it an active list requirement, remove them from the active list and then add something that re-adds them to the active list. Probably a separate workflow. This would allow the company to be auto-enrolled monthly.

 

Operations Hub allows you to create a workflow that is recurring monthly. You could use the company criteria for enrollment and have it run every 30 days.

 

https://knowledge.hubspot.com/workflows/create-a-scheduled-trigger-workflow

 

Josh 




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Josh Curcio

HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers.
HubSpot Platinum Partner & HubSpot Certified Trainer

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4 Replies 4
Josh
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi @LokiStelz,

 

Ops Hub would be ideal as you could create a recurring workflow.

 

However, you should be able to re-enroll companies using list membership using the "Trigger Workflow When Event Occurs" as your enrollment criteria, as seen in the screenshot here.

Screenshot 2023-08-22 at 7.52.52 AM.png

Josh

 




Did this post help solve your problem? If so, please mark it as a solution.

Josh Curcio

HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers.
HubSpot Platinum Partner & HubSpot Certified Trainer

LokiStelz
Participant | Elite Partner
Participant | Elite Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi Josh.

Thanks. I see what you mean but would this not require an event /Company to be added to the List for the re-enrollment - where I need each Company to be auto-enrolled monthly. 

I may be on the wrong track with a List. 

Can you elaborate on the recurring WF via Operations Hub?  
Thanks for your help.

0 Upvotes
Josh
Solution
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi @LokiStelz,

 

Regarding the list, I would make it an active list requirement, remove them from the active list and then add something that re-adds them to the active list. Probably a separate workflow. This would allow the company to be auto-enrolled monthly.

 

Operations Hub allows you to create a workflow that is recurring monthly. You could use the company criteria for enrollment and have it run every 30 days.

 

https://knowledge.hubspot.com/workflows/create-a-scheduled-trigger-workflow

 

Josh 




Did this post help solve your problem? If so, please mark it as a solution.

Josh Curcio

HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers.
HubSpot Platinum Partner & HubSpot Certified Trainer

LokiStelz
Participant | Elite Partner
Participant | Elite Partner

Customer Success - tasks for monthly customer follow ups

SOLVE

Hi. Thanks - this works. Really appreciate your help. 

0 Upvotes