In this article:
- Create a New Workflow
- Deploy Workflows
- Monitor & Manage Workflows
- Workflows Dashboard
- Workflows Reporting
Natero workflows are used to manage business processes that your customer success team follows to track an account through a given stage of its lifecycle journey, in an organized and effective manner. These processes can include onboarding process, renewal process or QBR process, etc. They can also be set up to help drive a particular account project.
A lifecycle workflow is comprised of a set of key milestones (each with a list of subtasks) to be completed with due dates you specify. Depending on the complexity of the product or service, you can create lifecycle workflows that are tailored and deployed to a single account based on its specific needs, goals and timeline; or a set of accounts based on their tier, stage, revenue or strategic value to your company.
Create a New Workflow
To create a new lifecycle workflow, go to "Management Center", "Workflows", click "New Workflow".
On the workflow editing page.
1. Name the workflow.
2. Provide a description of this workflow.
3. Specify the user group that should be assigned to this workflow task (as subscribers/owner).
4. Define the milestones of this workflow.
a. Specify the trigger time of this milestone.
b. Specify the number of days since the start time this milestone will become overdue.
c. Specify the user group that should be assigned to this milestone task (as subscribers/owner).
d. Add subtasks to this milestone.
5. Add any reference documents to the workflow via a link(optional).
6. Save the workflow.
Auto-deploy workflows to accounts
Workflows can be automatically deployed to an account based on rules you define. For example, an onboarding workflow can be auto-deployed to an account upon that account entering the onboarding stage. A renewal workflow can be auto-deployed to an account based on that account's next renewal date.
Turn on the "Automatic deployment rule" to enable this option.
You can check the "Never deploy if workflow exists" if you only want this workflow to be deployed once for each account. Or you can set the workflow retrigger delay if you want to schedule the following deployment of this workflow to the same account.
***Note that the workflow rules run every 3 hours to re-evaluate accounts and deploy workflows to the ones that match the conditions. Therefore, there will be a delay in when the workflow rule is updated/saved and when the workflow is actually deployed to the accounts matching the rules defined.
Manual-deploy workflows to accounts
You can manually deploy workflows to your accounts via two places: Management Center and Account Details page.
At Management Center - Workflows page, click "Deploy" for the workflow you wish to use. On the pop-up window, manually check the accounts that you'd like to start this workflow for; or set the filters for accounts you'd like to deploy this workflow to in bulk.
You can also deploy a workflow individually at an account's details page. Click "Workflows" tab and click "Start Workflows". On the pop-up window, select the workflow you'd like to use for this account and click "Deploy".
Monitor & Manage Workflows
The lifecycle workflow summary page shows you basic statistics of each workflow you've created and deployed.
- Deployed: Number of times this workflow has been deployed to your accounts.
- Completed: Number of times this workflow has been completed on your accounts.
- Avg. time to complete: Average number of days taken to complete this workflow.
- Deploy Automatically: Indicate if the auto-deployment rule has been enabled for this workflow.
Once a workflow is deployed to an account, workflows tasks will be generated for that account automatically. Workflow tasks include both a task to track the overall workflow as well as tasks to track each individual milestone.
Natero offers a quick overview of all the accounts that are currently in the process of completing a workflow or have completed a workflow. Go to "Dashboard" and select "Workflows". Learn more.
Workflow reporting is located at the Team Performance page. It shows trends around how you and your team has been doing with workflows in terms of hitting the target (days overdue or ahead of the target date), average time it takes to complete a workflow and how many workflows are started and completed in each period.
You can also drill down to each individual milestone as well as each individual CSM to gain more insight on where you can further improve your process and how you can better allocate the resources.
Learn more about managing workflow tasks.