Successeve Workflows are automation systems designed to engage with your customers at scale.
Thanks to many trigger options and actions capabilities, you can design a full customer experience, such as customer education and nurturing, dunning process, or even smart team assignment and escalation process.
Workflows are organized as follow:
Trigger
Workflows triggers are attached to all the scores offered by Successeve. This means that your automation can be triggered by a wide variety of factors, behaviors etc.
You first need to choose wether you want to work at the Contact or Account level.
Depending on your choice (Contact for B2C or Account for B2B), different trigger will be available.
Trial:
• Qualified: the workflow is triggered when the Contact / Account is Qualified
• Customer Fit Score: when the Contact / Account enters the Customer Fit related segment, such as No Match, Partial Match, Good Match, Perfect Match
• Product Adoption Score: when the Contact / Account enters the Product Adoption related Segment, such as Low, Average, High, Very High
Paying:
• Health: when the Contact / Account Progress to Good, Progress to Average, Decline to Average, Decline to Bad in each Stage you created
• Stage: when the Contact / Account enter or leaves any stage you created
Churn:
• Churn reason are organized through Segments
Not Converted:
• As for the Churn, the Not Converted are organized through Segments
Common triggers:
• for each status selected, any Shared Segment can be used as a trigger, at segment entry or exit (in short, when a Contact or Account matches the segment conditions).
• all status also comes with the completion of the custom event you send to Successeve.
Note: you will have the ability to enroll any Contact or Account manually even if they don’t match the trigger options.
At this step, filtering options are available so you can trigger the workflow to Contacts / Accounts only if they match these additional conditions.
Actions
Workflows actions are grouped into Steps, that you can setup to be conditional.
Each step includes the following actions:
• Send plain text email (to all or some contacts of the account)
• Send HTML email. (to all or some contacts of the account)
• Send a Slack notification
• Assign the account to one of your Member or Admin team mate
• Send an email notification to one of your team members or a custom email address
• Send the Contact or Account (depending on the entity on which you trigger the Workflow) object to a webhook
• Create a task in Salesforce
• Create a task in Hubspot
In addition to the steps, you can also put the Workflow on hold using the Delay step, option which can also be conditional.
Exit and goal conditions
Exit conditions will be used when a sequence of actions is set-up with a stop condition.
Example: a sequence of 3 emails with escalation if an account decreases in bad health. The workflow can be stopped if the Account comes back in Good Health for example.
The stop condition is considered as the success of Workflow.
Example: you have sequence of emails and you add a goal condition based on the reach of a Milestone for instance.
The next article is about: How to define a playbook
