Automatically moving a Customer through a ticket pipeline based on renewal date?

[robertmaclean]

I'd like to create an automated system whereby I can see my customers moving through the stages of a pipeline depending on how far they are into an annual contract, and to be sent a task to touch base with them once they are one month out from renewal. Does anyone have a helpful resource or tips, especially when it comes to automations, on how this can be set up? 

[karstenkoehler · Accepted solution]

Hi @robertmaclean,

This can be achieved with the help of workflows, requiring a Professional subscription: https://knowledge.hubspot.com/workflows/create-workflows

Let's assume you don't have the record moving through the pipeline yet, here's what you would do:

1. Maintain a date field on your source record with the renewal date
2. Create a workflow that re-enrolls your source record when this renewal date is known and then uses the 'Create record' workflow action to create a ticket record in the ticket pipeline where you want to see the progress, pass over the renewal date into the new record and also the ticket owner
3. Create a ticket-based workflow that picks up new tickets in this pipeline when the renewal date is less than X days ago, then use the set property value workflow action to update the ticket pipeline stage and the create task workflow action to assign tasks to the ticket owner (In this workflow, set an unenrollment trigger for when tickets move into the last pipeline stage, likely something 'Yearly contract ended')
4. Add delays in the same workflow from step 3 and repeat the workflow actions for set property value / create task for any additional milestones.

When you update the renewal date after one year, step 2 will kick in again and trigger the creation of a new ticket in that pipeline.

Should the renewal date change before the year is over, you would move the current ticket into the last stage (see above, something like 'Yearly contract ended') which would pull it out of the running workflow in step 3, and then update the renewal date on the source ticket.

Let me know if you have any follow-up questions!

[CTaffe]

Hi there! I set up a workflow that does something similar.

We have deal properties that record a customer's start date and end date of their agreement + a third property with their notice period.

For example, if their start date is 01 August 2024, their end date is 31 July 2025 and their notice period is '3' (3 calendar months) we can create a workflow that enrolls deals when we reach X time away from their end date.
I have it set up so that a new deal automatically is created and assigned to the right deal owner and a task is created too. 
I recommend using workflows for the above 🙂