Onboarding Tickets? Anybody have experience with setting these up?
SOLVE
3 Accepted solutions
Onboarding Tickets? Anybody have experience with setting these up?
SOLVELove how you’re thinking of using a Ticket Pipeline for onboarding. Would absolutely recommend this approach vs adding onboarding data in custom properties because pipeline movements will always be timestamped making reporting much easier. We wrote a guide on how to set deal pipelines which equally applies to tickets here. And you’ll have a visual way to see the progression of companies through onboarding and quickly identify bottlenecks. Here’s a example pipeline for onboarding:
To breakdown your specific questions:
1. What properties to include?
This will definitely depend on your product and sales motion but a few that I would definitely consider including both on the ticket record itself but also consider showing in a board view.
a) Next step: A text field with a short description of the next action to take for this customer to help them make progress - include whether this is on your team or the customer.
b) Goals/Success Metrics: A text field with a summary of what the customer is trying to achieve by using your product - this may be collected during sales discovery or in onboarding but keeping this easily accessible makes it easier to frame the work they need to do in the context of the goals they are trying to achieve.
c) Persona: A dropdown field which could be populated when they sign up or selected manually that shows which persona they are (and can be used to segment educational content, onboarding plan, level of support etc).
d) Target Date: If you have a go live date or an end date for your onboarding plan keeping it accessible in a structured field is helpful for reporting and creating calculated actions relative to it. Eg Escalating customers that have not completed specific steps and are within X days of the target date.
If you have a customer facing onboarding plan then you could also pull more granular data about things like task completion status and progress too.
2. Can I use a workflow to handle CSM rotation? Absolutely - I’d suggest creating a workflow to handle as many steps related to handoffs as possible to ensure they happen repeatably and without things falling through the cracks.
Using a “Rotate record to owner” workflow action is what you need. If you have multiple people or teams who work with customers during onboarding you could also add branching logic to route new customers based on specific properties such as products/services purchased or persona.
3. Pulling customer data from external systems into tickets
I’d suggest putting account level data like product usage from external systems in custom properties on the company record and then using a workflow like the one below to copy it to the appropriate ticket in your onboarding pipeline whenever it gets updated. If the data is user specific you could of course do the same thing with a contact record.
The example below show how we pull customer product usage data from our software product into HubSpot company records and then push it into deals (which would work the same way for tickets).
We use Hightouch to pull data from our software’s Postgres database into HubSpot.
4. Should I use customer personas as a stage in the onboarding pipeline?
I’d recommend against using a stage and instead use a custom property with a select field. This way you will be able to use the property value to segment your customers in reporting, workflows and communications.
I created a video walkthrough of using persona’s to segment the onboarding experience that customers get in a workflow based on information provided by the customer and enrichment data provided by HubSpot here.
Let me know if there are any other questions that come up, happy to help think through the best setup for your specific onboarding process!
Onboarding Tickets? Anybody have experience with setting these up?
SOLVELove how you’re thinking of using a Ticket Pipeline for onboarding. Would absolutely recommend this approach vs adding onboarding data in custom properties because pipeline movements will always be timestamped making reporting much easier. We wrote a guide on how to set deal pipelines which equally applies to tickets here. And you’ll have a visual way to see the progression of companies through onboarding and quickly identify bottlenecks. Here’s a example pipeline for onboarding:
To breakdown your specific questions:
1. What properties to include?
This will definitely depend on your product and sales motion but a few that I would definitely consider including both on the ticket record itself but also consider showing in a board view.
a) Next step: A text field with a short description of the next action to take for this customer to help them make progress - include whether this is on your team or the customer.
b) Goals/Success Metrics: A text field with a summary of what the customer is trying to achieve by using your product - this may be collected during sales discovery or in onboarding but keeping this easily accessible makes it easier to frame the work they need to do in the context of the goals they are trying to achieve.
c) Persona: A dropdown field which could be populated when they sign up or selected manually that shows which persona they are (and can be used to segment educational content, onboarding plan, level of support etc).
d) Target Date: If you have a go live date or an end date for your onboarding plan keeping it accessible in a structured field is helpful for reporting and creating calculated actions relative to it. Eg Escalating customers that have not completed specific steps and are within X days of the target date.
If you have a customer facing onboarding plan then you could also pull more granular data about things like task completion status and progress too.
2. Can I use a workflow to handle CSM rotation? Absolutely - I’d suggest creating a workflow to handle as many steps related to handoffs as possible to ensure they happen repeatably and without things falling through the cracks.
Using a “Rotate record to owner” workflow action is what you need. If you have multiple people or teams who work with customers during onboarding you could also add branching logic to route new customers based on specific properties such as products/services purchased or persona.
3. Pulling customer data from external systems into tickets
I’d suggest putting account level data like product usage from external systems in custom properties on the company record and then using a workflow like the one below to copy it to the appropriate ticket in your onboarding pipeline whenever it gets updated. If the data is user specific you could of course do the same thing with a contact record.
The example below show how we pull customer product usage data from our software product into HubSpot company records and then push it into deals (which would work the same way for tickets).
We use Hightouch to pull data from our software’s Postgres database into HubSpot.
4. Should I use customer personas as a stage in the onboarding pipeline?
I’d recommend against using a stage and instead use a custom property with a select field. This way you will be able to use the property value to segment your customers in reporting, workflows and communications.
I created a video walkthrough of using persona’s to segment the onboarding experience that customers get in a workflow based on information provided by the customer and enrichment data provided by HubSpot here.
Let me know if there are any other questions that come up, happy to help think through the best setup for your specific onboarding process!
Onboarding Tickets? Anybody have experience with setting these up?
SOLVEOnboarding Tickets? Anybody have experience with setting these up?
SOLVE
Onboarding Tickets? Anybody have experience with setting these up?
SOLVEHi @rvass
Welcome to the Community!
Thank you for sharing all this information. I'm curious to know what our experts have tried or recommend in this scenario.
Hey @Josh @darynsmith @louischausse any suggestions about this?
Thanks
Sharon
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