As you may have realised, Customer Success is a difficult profession. :-)
Of the many challenges perhaps the largest is simply deciding how to manage your time, with efficient task management being a perennial frustration for CSMs globally.
Actions aims to help you solve this challenge by providing a clean and simple way to see all the things you need to do for your customers, and all the key things your customers have been up to
Actions brings together several concepts to help you manage your day and prioritise your time. In a single view you can see:
- Your Notifications (set in the Notifications menu and as part of Triggers)
- Your Alerts (set as part of Triggers)
- Your Mentions (any time you are @messaged in Planhat)
- Your Activities (set as part of Triggers, Playbooks, Calendar integrations or planned natively in Planhat).
The interaction of automatic alerts and notifications, alongside automated task creation is central to Planhat. Internally, we see Planhat as enabling a cycle to increase efficiency in CS teams. It goes something like this:
Actions follows the standard UI design with a collapsible left-hand menu bar.
First you will see Updates and then Activities. Below that any custom filters or Folders will be listed.
The Updates section covers Notifications and Mentions.
Notifications: Automated updates sent to you based on either your personal notification settings or Triggers set to notify a company owner or co-owner when a specific event occurs.
Mentions: Any time you are @messaged in the main body or the comments section of an Activity or Conversation.
On both pages you will also see a purple bar telling you of any Alerts you have received. Click the bar to see the Alerts! Alerts are set in Triggers and are used to inform you of changes in customer behaviour.
Any new Mention, Notification or Alert will make the Icon in the menu bar change colour, so you know something has happened.
Both Notifications and Mentions are clickable, where it makes sense. For example, if you are mentioned in a note on an account you can click that Mention to see the full note. From there you can navigate to the account in question if required.
You can select any Notification or Mention using a check box on the left side. Once selected the ellipsis icon in the top right corner is activated and you can perform bulk tasks or change your personal Notification settings.
At the top of the page you will see a Search bar. You can type into it to search for a specific customer, or click the down arrow to see quick search options, for example filtering your Notifications by different Notification types.
Clicking the plus sign enables you to further filter your results.
Activities are separated by default into five sections:
Today: Tasks scheduled for today.
This Week: Tasks scheduled for this week.
Someday: Tasks with no due date. This will often be future actions in Playbooks and can also be used as a general to-do list.
Overdue: Tasks scheduled for a date prior to today.
All: All tasks regardless of due date.
By default users with the CSM role will see only their own activities.
In addition to the default filters, you can create any custom Folders and Filters you want, so you can break activity types into distinct folders. Filters can be made public or private depending on your use case.
For example, it can be helpful to place all upcoming QBRs or renewal discussions into a separate public folder so management can see when these key interactions are scheduled and provide support if needed.
Alternatively, you may want to break out all activities for Enterprise clients, so all stakeholders can see what is scheduled with them.
You can select any Activity by using a check box on the left side. Once selected the ellipsis icon in the top right corner is activated and you can perform bulk tasks against the selected Activities.
At the top of the page you will see a Search bar. You can type into it to search for a specific customer, or click the down arrow to see quick search options, for example filtering your Activities by a specific company Filter or a team member.
Users and Teams
At the top of the menu panel you will see an icon showing either your first initial or your photo. To view other team members Activities click the icon and select the relevant person.
If they are in a Team, you will see the Team Name as a folder. Follow the arrow and you can select individual team members.
Custom Filters and Folders
To create a Custom Folder simply click the new Folder icon and give the folder a name. You can move any custom Filters into a specific folder by dragging and dropping. When ready to drop you will see an arrow indicating where they will be placed.
Custom Filters are incredibly powerful and flexible. You can filter across any of the data points related to Activities, but equally reference other data objects through the filter. In short this means you can slice and dice your Activities data in thousands of different ways and always view what you want to see.
Filters work with a logic of Rule and Groups. Rules follow boolean (All / Any) logic and each selection will provide options based on the context.
Groups give you the ability to have subsets of rules within a filter. Groups are always combined within a filter. You can use them, for example to identify All Tasks of Type QBR, that belong to any company in your Enterprise Segment.
Filters are incredibly powerful and flexible in Planhat so we encourage you to play around and you'll quickly find ways of slicing your data that create huge value.