What is everyone using for account engagement reminders?

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Mike Cally
Mike Cally Member Posts: 5 VERIFIED MEMBER
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edited April 24 in Workflow Automation #1

We'd like to set up an automated task/work flow that will take into consideration a customers segmentation and create a reminder to meet with the customer on some specific cadence like monthly, quarterly, etc. Has anyone come across an app, plugin, or solution for this?

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  • Liz (Ops Designed)
    Liz (Ops Designed) Member Posts: 211 VERIFIED MEMBER
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    Hi @Mike Cally, Greg's suggestion is great! You can also do this using a tool such as Zapier which allows you to have more flexibility. There are a number of different approaches, but the key is that you can trigger the automation based on a person or deal matching a filter (e.g. person segment is X, and deal is not in Y stage, etc., etc.).

    I like to then trigger the 2nd, 3rd, etc, activities based on the previous one being completed so you don't get a backlog if a sales rep is out of town (or just not doing their job very well....). So then you say, "When B activity is marked as done, delay C amount of time, continue if certain conditions are met, and then create activity D."

    Great question! If you'd like any additional support, please feel free to get in touch.

    Best,

    Liz

  • Mike Cally
    Mike Cally Member Posts: 5 VERIFIED MEMBER
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    Thank you both for your replies and ideas.

  • Edie Mew
    Edie Mew Member Posts: 171 VERIFIED MEMBER
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    Hey @Mike Cally

    Your use case is interesting and something previous clients have queried me about.

    Have you seen Contacts Timeline in Pipedrive - its found in your Contacts database?

    This is essentially where "account management" can take place, if your just setting calls, visits or meetings you can create this type functionality here. However its not a fully automated solution as you need to set up the frequency and decide which Contacts sit under that frequency.

    I hope this helps, if not, message me and I can explain further

    Thanks!😀

  • Mike Cally
    Mike Cally Member Posts: 5 VERIFIED MEMBER
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    @Edie Mew_36460 Thank you. This direction was very helpful. We havent explored the Contacts Timeline functionality much. I just played with it a little bit and read the knowledge article on it. One limitation/challenge is that you cant easily filter between customers, prospects, and leads. We would want this focused on just customers so we'll have to create a better filter to use with it.

    Do you have more info on how the Contacts Timeline "counts" activities? Does it only count completed activities? Does it consider open activities? Does it include notes?

  • Edie Mew
    Edie Mew Member Posts: 171 VERIFIED MEMBER
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    Hey @Mike Cally

    That's no worries at all, good to hear its moving in the right direction for you!

    I have provided a video with a quick demo of the basic use case for Contacts Timeline - hopefully it makes sense and the quality is clear for you.

    Let me know if you have any other queries!

    Cheers

  • Mark H
    Mark H Member Posts: 5 VERIFIED MEMBER
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    Hey @Edie Mew , your video is super helpful. Is there any way to customise the frequencies?

    1. Make it 6-weekly
    2. Customise it for each customer?
  • AshleyH
    AshleyH Member Posts: 6 VERIFIED MEMBER
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    For what it's worth, I can give you my process for ongoing support for customers that need it. I don't use Contacts Timeline, but rather use customized pipeline.

    I have a product-based business, so when a deal prospect turns into a customer, I have an automation to move the deal from the final stage ("Invoice Paid") of the "Prospect Pipeline" to the first stage ("Opening Order") of an "Existing Customers" pipeline. This is Automation 1.

    When Automation 1 moves the deal to the Existing Customers pipeline, this automatically triggers an activity to set an email activity reminder for 7 days into the future (Automation 2), which gives the customer (a store who carries / stocks my product) time to receive the package and merchandise the product on the shelves before my account management team follows up with them.

    ***Note: The email is currently set as an activity, but soon I'll be creating an automatic email trigger to send to the customer based on a template, once I'm more confident in triggering emails accurately.

    I have set up the "Existing Customers" pipeline with stage names that match the frequency in which the store/customer re-orders my products. I have each of these stages set to rot within the same # of days/months that the re-ordering frequency is set to (ignore the $ amounts, I don't use that currently).

    Each of these stages requires me/my team to manually place deals into them based on what we know (or can guess initially) that the order frequency should be and when we should check in with the customer. I set up Automation 3 to occur when an Existing Customer deal has an activity marked 'Done' for a re-order fulfilled, it automatically creates a new email activity in the future based on the 30/60/90 day stage it exists within—for the next check-in with the customer.

    ***Note: further automation is needed here to automatically trigger and send a check-in email, but again, I'm not 100% confident in this part yet and don't want to send emails to customers incorrectly since a customer may have re-ordered, but Pipedrive can't tell that without manual entry of an activity. More to come here.

    My account management team can then look at the pipeline and see which existing customer deals are rotting and also look in their Activities list to see which customers need attention.

    Another way to attack the process. I hope this is helpful to someone.

  • Mark H
    Mark H Member Posts: 5 VERIFIED MEMBER
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    @AshleyH That is terrific! Thanks for that, that's sparked a new idea for me.

    Given that your process is mostly revolved around emails which can be automated, I'd be interested in how would you manage this differently if it was actually physical meetings that needed to be done every 30/60/90 days?

  • AshleyH
    AshleyH Member Posts: 6 VERIFIED MEMBER
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    @Mark H , I suppose I would still trigger an automated email with a message about setting up a meeting with a link to my (or my team's) Calendly, or if it's an in-person visit that needs to happen, create an activity to go into the store/location.

    Glad you found this useful!

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