Question

Create CTA that Alerts Managers when an Account Health Score is RED (CTA)

C
Rank
Userlevel 1

My Team has Backtracked and now want to use a CTA to create an alert when the Health Score of an Account turns RED. The only workaround is that the CTA Must be deleted or closed immediately after the Alert. NEED STEP BY STEP PROCESS on creating the CTA + Close or delete Immediately after 

 

When the overall health of an account (Account Health scorecard) turns red, the managers of each of the 4 team members should be notified via email:

  • Account Executive manager
  • Renewal Rep manager
  • CSM manager
  • BCAM manager

4 replies

heather_hansen
Rank
Userlevel 7
Badge +10

@cnduka is there a reason why they want a CTA that closes immediately versus just an email?  You could use Journey Orchestrator to send an internal email to those people when that happens versus having to create a rule to fire/close the CTA. We use the JO route to send a weekly email to leadership with newly red accounts that seems to work for the notification without the need for a CTA.

matthew_lind
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Userlevel 7
Badge +9

One recommendation, @cnduka, is to gain more clarity around what your team is really needing by asking what outcome they seek. When CS Ops knows WHY a team wants something, they are more likely to land on a great solution.

For example, maybe your team needs just the alert. Though maybe your team needs to know what efforts are necessary to pull a customer out of red, in which case the CTA may be preferred.

Also, think about what process(es) the team will follow once an alert goes out. You can help them build those processes. In my experience, email alerts alone, when not buttressed with other process, have about a 3 month lifespan. Then people start ignoring the emails because there are too many, or no one knows what to do when they arrive, etc. You can be a strategic part of that conversation by asking “What shall we do when a customer goes red?” and then designing and deploying that solution.

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
heather_hansen
Rank
Userlevel 7
Badge +10

To @matthew_lind’s point, it really depends on what the person needs to do with the information - ala the RACI model.  Are they responsible for doing something about it or do they just need to be informed that it happened?  Those are things to dig into to decide what the best solution would be.

C
Rank
Userlevel 1

They just need to be Informed. Via an Email sent via CTA. Pretty Simple description. Journey Orchestrator would be the Harder choice because of the Data Query’s involved. Need Step by Step on CTA creation method 

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