Change Document for Success Plan Admin (BETA)

Note - BETA Article

Overview

Gainsight's redesigned Success Plans Admin interface is aimed at significantly enhancing administrative capabilities and user experience. This update brings forth a suite of features and improvements designed to offer admins greater control, flexibility, and ease of use in configuring and managing Success Plans.

 Key highlights include:

• Enhanced Customization and Accessibility: Ensures direct and effortless access to all functionalities, streamlining the management process.
• Enhanced Admin Efficiency: Creates a unified admin interface, reducing complexity and enhancing ease of use.
• Unified Success Plan Configuration: Simplifies the configuration process, making it more intuitive and less time-consuming for admins.
• Optimized Success Plan Creation Workflow: Streamlines the creation of Success Plans, reducing steps and simplifying the process for a smoother admin experience.
• Restructured Success Plan Template Creation: Improves the template creation process, making it more intuitive and visually guided, thus facilitating easier customization and usage.
• Dynamic Customer Goals Integration in Success Plans: Allows for the direct inclusion of customer goals within Success Plan Types.
• Inclusion of CTA Types in Success Plan Type: Facilitates the integration of various CTA types directly into Success Plans.
• Standardized Default Behavior: Ensures a consistent user experience across all Success Plan types.
• Revitalized Visual Experience in Success Plan (Admin): A visually appealing interface that enhances the overall user experience.
• Advanced Detail Layout Customization: Enhances the ability to organize and present information, improving clarity and access to key details.
• Integration of Cockpit Views in Success Plan: Facilitates better collaboration by making admin-created Views in the Cockpit accessible in the specific Success Plan > Cockpit tab, promoting efficiency and shared understanding.

Enhanced Customization and Accessibility

In Current Success Plans (Admin):

Access to Success Plan configurations is more generic, with limited customization options for different types of Success Plans. Admins face challenges in modify Success Plans to specific business objectives due to a one-size-fits-all approach.

New Experience:

In the redesigned Success Plans, admins now have the ability to manage and configure distinct Success Plan types, offering unique customization and adaptability. This feature ensures admins can precisely align Success Plans with specific business objectives and requirements, enhancing strategic alignment and operational efficiency.

Enhanced Admin Efficiency

In Current Success Plans (Admin):

Admin functionality is fragmented, leading to a less cohesive user experience and making navigation and task management more complex.

New Experience:

The Success Plan Admin Redesign offers a more cohesive and distributed approach to admin functions, significantly enhancing the ease of use. This improvement enables admins to seamlessly navigate the platform, simplifying task execution.

Unified Success Plan Configuration

In Current Success Plans (Admin):

Success Plan Types were tightly integrated with specific Company or Relationship types, limiting flexibility and necessitating distinct configurations for each association.

New Experience:

Success Plan Types are now designed for broader applicability, easily associable with multiple Relationship types. This flexibility allows Success Plan Types to be quickly reassigned across different contexts, enhancing adaptability. 

A new toggle feature ensures that Success Plan Types can be applied universally, including to newly established relationships. Additionally, a streamlined view offers a comprehensive list of all Success Plan Types, clearly detailing their connections to Companies or Relationship Types.

Optimized Success Plan Creation Workflow

In Current Success Plans (Admin):

The creation and setup of Success Plans are not easily unmanageable, involving multiple steps that are complex and time-consuming.

New Experience:

The redesign introduces a streamlined workflow for creating and setting up Success Plan Types. This simplification makes the process more intuitive and efficient, significantly improving the admin user experience by reducing the steps and complexity involved in creating Success Plans.

Restructured Success Plan Template Creation

In Current Success Plans (Admin):

Template creation is complex and less intuitive, requiring more effort and technical know-how. The interface is not as user-friendly, making it difficult for admins with minimal technical expertise to navigate and create templates.

 New Experience:

Significant improvements have been made to the process of creating Success Plan Templates and cloning it, making it simpler and more visually intuitive. The workflow has been streamlined, and the interface redesigned to be more user-friendly, allowing users to design and customize templates with greater ease and flexibility. This ensures that creating an effective Success Plan is accessible to users of all technical levels.

Dynamic Customer Goal Integration in Success Plans

In Current Success Plans (Admin):

The existing Success Plans (admin) feature lacked the capability to directly incorporate dynamic customer goals for individual success plans, making it challenging to tailor plans to individual customer objectives and track progress in real-time.

New Experience:

With the new redesign, admins can enable customer goals for each success plan type. This functionality allows for the customization of individual Success Plans to include or exclude customer goals as needed, providing a dynamic tool for real-time tracking of customer progress and achievements. This advancement enriches the Success Plan framework with personalized planning and tracking capabilities, enhancing the alignment with specific customer milestones and outcomes.

Inclusion of CTA Types in Success Plan Type

In Current Success Plans (Admin):

Success Plans offer limited or no flexibility in integrating Call-to-Action (CTA) types, making it challenging to align them precisely with specific business strategies and objectives.

New Experience:

In the new experience, admins can now specifically tailor the Success Plan by selecting CTA types that directly support their strategic goals and enhance customer engagement. Additionally, now timeline defaults can be defined for a more tailored approach. If the Success Plan type level Timeline defaults are not specified, the system will automatically revert to the global cockpit defaults. This ensures a consistent and efficient setup process, streamlining admins tasks and enhancing overall user experience.
Note: Objective CTAs can also be created from the Cockpit tab, previously known as Objectives.

Standardized Default Behavior

In Current Success Plans (Admin):

The behavior and response of the system vary across different types of tasks or modules, leading to inconsistency. Admins often face a learning curve with each new type due to these variations. 

New Experience:

A critical enhancement is the standardization of default behavior across all Success Plan types. This change ensures that admins experience a consistent and predictable set of functionalities, improving success plan management and usability. Regardless of the task or module type, admins can now expect uniform responses, streamlining their workflow and reducing complexity.

Revitalized Visual Experience in Success Plan

In Current Success Plans (Admin):

The existing color palette on the Success Plan Admin page is functional but lacks visual appeal and organization, which often makes navigation and understanding less intuitive.

New Experience:

The color palette has been completely revamped, creating a visually appealing and organized experience. This update leads to a more intuitive and user-friendly interface, making it easier for admins to navigate and manage Success Plans efficiently.

Advanced Detail Layout Customization

In Current Success Plans (Admin):

Detail Layout in Success Plans is somewhat rigid, offering limited options for admins to organize information. This often results in a less efficient and harder-to-navigate interface.

New Experience:

In the new experience, admins have the capability for more comprehensive ordering in the Details Layout, greatly enhancing the organization and accessibility of information. This improvement allows for a more customized and user-centric display of data, facilitating easier access to necessary details and creating a more streamlined user experience.

Integration of Cockpit Views in Success Plan

In Current Success Plans (Admin):

Views created in the Cockpit by Admins are not directly visible in the CTA view of a Success Plan, limiting the visibility and usability of custom views for Customer Success Managers (CSMs).

 New Experience:

With the re-design, the integration between the Cockpit and Success Plans has been significantly improved to provide users with a more unified and efficient experience. The re-design integration includes Unified views, Snooze functionality, and CTA reason and category enhancements. 

• Unified view:  Views created by Admins in the Cockpit are automatically visible to CSMs within the Cockpit tab of any Success Plan, ensuring seamless access to important information and custom views directly within their workflow.
• Snooze Functionality: The snooze functionality has now been introduced. This allows CSMs to temporarily hide CTAs from their view, enabling better focus and management of their workflow according to priority.
• CTA Reason and Category Enhancements: Reasons can now be added to Objective CTAs, providing clarity and guidance. Also, the Objective category has been renamed to the Success Plan category, reflecting its applicability and alignment with the enhanced integration.