Workflows vs. Playbooks

Workflows

Workflows are long-term processes that you apply to accounts, such as an onboarding process, a complex renewal process or regular QBR process. They are intended to help you track and manage an account through a given stage of the account's lifecycle. 

Workflows are composed of a series of key milestones, which become tasks (with potentially dependent due dates) for the CSM who owns the account. Within each milestone, you can specify a checklist of subtasks that need to be done in order to successfully complete that milestone. A workflow milestone can be tracked in parallel with other milestones or pending on the completion of another milestone. 

Natero tracks time spent in completing a workflow as well as each individual milestone. 

Playbooks

Playbooks allow managers to specify how they would like CSMs to respond to a particular account situation by providing detailed steps, guidance or best practices for dealing with it, while at the same time ensuring consistent customer experience across the team.

Playbooks are associated with alerts, not accounts. They can include things like questions to ask, suggestions to make, ideas on how to address customer objections, or even approved offers or discounts. Playbooks are fully customizable in Natero and can include direct links to relevant documents (e.g. how-to cheat sheets) or even let Success Managers share notes with each other on techniques that they’ve found work best for particular situations.

Natero does not track time spent in playbooks. 

Summary of Key Differences

Task Management

  • Workflows generate tasks, but are more involved than Playbooks.  
  • Playbook is a template for a single task whereas Workflow is a template for a series of dependent tasks with potentially dependent due dates. 
  • Workflows can be deployed based on rules, but can also be manually deployed whereas Playbooks must always be paired with an Alert.
Team Performance Reporting
  • Natero provides more comprehensive reporting on workflow performances, such as milestone durations, workflow durations, deviation from targets, etc.  
  • Playbooks are embedded as subtasks under Alert tasks which are reported separately as a task group. 
 
Use Cases
  • Alerts are used for urgent/timely account situations where the actions (specified in Playbooks) to be taken is minimal or targeted.  For example, you might have an alert that has CSMs call a customer whenever their usage metric drops by 20% week-over-week.
  • Workflows can help you track and manage more in-depth and involved processes that cover 30-90 day periods.
  • Combined with the reporting, workflows help the CSMs track those processes, but also helps the manager track how those processes are working in the aggregate.
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