This document will guide you through the process of creating a custom rule that triggers a CTA when a new customer's onboarding process appears to be delayed, based on their contract signing date. The CTA includes a playbook for the CSM to address the delayed onboarding.

Step 1: Build Rule and Set Call to Action (CTA) for Implementation Delay

Now that we’ve gathered our data necessary to track implementation, it’s time to build a rule that will keep our Launch scorecard updated. In this example, we’ll be using Gainsight’s Risk Management Framework to update the scorecard -- CTA -- Risk -- Implementation Delay will negatively impact the Launch scorecard, and a ‘flagged’ risk CTA will drive the Launch scorecard even lower. (See these articles for more info.)

Step 1a: Create Rule to identify accounts with a delayed implementation

Setup Rule - Action: Build Rule based on Contract Date & Stages

  • Source Object: Customer Info
  • Show  Drag over the following fields:
    • Customer Info::Account
    • Customer Info: Account Name
    • Account::CSM {your User Lookup field}
    • Customer Info: Orig. Cont. Date
  • Filters  Drag over the following fields to use as filters:
    • Customer Info: Orig Cont. Date | less or equal | Subtract N Days from Rule = 90
    • Customer Info::Stage | includes | 2-Implementation (or whatever stage is appropriate for you)
  • Click “Next”

Step 1b: Create an Action to trigger Implementation CTA

Our next step will be to create an action that will specify the CTA settings.

  • Select “Call to Action” under Action Type
  • Configure to your company’s business processes. We recommend making it a “Medium” priority, “Launch Risk” reason, “Event” type, “Launch Risk” playbook, “Account::CSM” owner field

Step 2: Build Customer Rules to Reflect Customer Health

In the next series of rules, we will be building the rules to look for the existence of a CTA in order to set the score for our Launch {you may have used Implementation instead} Scorecard. A green score will be initially set so that we can default to green when no CTAs exist. We’ll then build the rules for the Yellows {one CTA exists} and Red {Flagged CTA exists}.

Step 2a: Rule Setup – Set Score to Green

  • Object: Account
  • Show
    • Account::Id
    • Account::Account Name
  • Filters
    • Customer Info::Status | includes | Active

Step 2b: Rule Action -- Set Score for your Rule

  • Action Type: Set Score
    • Select Measure: Launch
      • Note: This should be the scorecard measure that you set up for Launch Risk
    • Set Score from: Choose the Green value
    • Comment(optional): It’s helpful to add comments that add clarification for why the score was set to this color.

Step 2c: Rule Setup -- Set Score to Yellow & Red

  • Object: Call to Action
  • Show
    • Account::Id
    • Account::Account Name
    • Call To Action::IsFlagged
  • Filters
  • Call to Action::Reason | includes | Launch Risk
    • Note: Replace this with your CTA Reason for a Launch Risk
  • Call to Action::Status | excludes | Closed
    • Note: Replace this with your CTA Status’ that are ‘Closed’
  • Customer Info::Status | includes | Active

Step 2d: Rule Action -- Set Score for your Rule

  • Action 1
    • Action Type: Set Score
    • Select Measure: Launch
      • Note: This should be the scorecard measure that you set up for Launch Risk
    • Set Score from: Choose the Yellow value
    • Comment(optional): It’s helpful to add comments that add clarification for why the score was set to this color.
    • Criteria: Call to Action::isFlagged | not equal to | true
  • Action 2
    • Action Type: Set Score
    • Select Measure: Launch
      • Note: This should be the scorecard measure that you set up for Launch Risk
    • Set Score from: Choose the Red value
    • Comment(optional): It’s helpful to add comments that add clarification for why the score was set to this color.
    • Criteria: Call to Action::isFlagged | equal to | true

Working on business challenge B1?

Return to the business challenge for next steps.