Pooled CSM Model
We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?
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Instead of having accounts assigned to a specific CSM, you would need to do the following: (This is based on most work would be triggered by CTAs)
We just recently implemented something similar for a Gainsight customer. We did something similar to what was described above. This was solution was used for a low touch CS team which had a high volume of accounts per CSM (in the 1000’s per CSM range).
Here’s what we did:
For this solution, if a CTA was still assigned to the CSM Pool user, it meant a CSM wasn’t working on it yet. We used CSM assignment as the first step for the team to know if something was being worked on. This helped us keep the queue in order.
For this solution, CSMs were self-assigned. In Salesforce, reps are auto-assigned in a round robin. This would have been ideal in Gainsight but there’s nothing out-of-the-box to deliver this. We looked at building rules but we decided not to down this path because it would have been complex to maintain. Salesforce’s assignment rules allow for people working in different timezones and regions. I think its potentially possible to build this in rules but you would need to make sure its well maintained when there are staff changes.
We implemented a pooled CSA model (based on region/ARR) last year to great effect. I’d love to share our experience and hear from others who have done the same!
I am going to play around with creating some rules in Rules Engine to assign new CTAs in some sort of round robin format. One of the challenges our org faces is that the Essentials team user is currently assigned:
-GS Success Plans (Renewals, Adoption, eventually there may be others)
It would be ideal to get the whole picture in terms of how these CSMs interact with customers into GS, but I would need to create a rule for SFDC Cases/Tasks to trigger a corresponding CTA in GS then sync the status updates made in the CTA back to the Case/Task.
Have not yet really dug into whether this will work with Cases (it very well might), but in order to get the Task sync-back from GS to SFDC to work, it will take some additional testing. It's sort of an inception situation where 1. Create task in SFDC -> 2. Possible to automatically trigger GS CTA in order to host the task. Trying to work through how to automatically create the task with the actual task requirements (vs at the CTA subject line level) -> 3. Any updates to GS task/CTA status will not sync back to the original task (tried to leverage the native GS to SFDC task sync, but that didn't work); another option I'm thinking about is just syncing the SFDC task to a unique CTA (vs task within a CTA) where it's a "Task" CTA type.
If anyone has any other suggestions for CS leadership to gain visibility into productivity for a CSM that is part of a pooled resource, it would be appreciated! If there is a simpler solution to the above issues, please share... when I took the issue to GS Admin office hours, I got some validation that my proposed solution would work, but I haven't had an opportunity to test in more detail.
Rather delayed to this- but I would be interested in connecting with anyone who has something similar launched!
I have the logistics worked out- I’m more interested to hear about metric adjustments, etc.
Is anyone available from this group to discuss the low-touch (Pooled) model?