Report on the Absence of Timeline Activities

My team has recently gone through a coverage model change where they now have new-to-them account that may not have had a CSM before. I was tasked with providing them with a report on customers who have not had an activity logged on their timeline since we adopted Gainsight. I understand the absence of data is tricky to report on, so what I ended up doing was exporting a report on all timeline activities and one on all customers and got the info I was looking for in excel. Ideally, I'd be able to do so in Gainsight, which would enable me to:

- Coach my team on Timeline if activities should be present.
- Provide them with information on which accounts have not been engaged by a CSM and should be prioritized.
- Help me keep our records clean by giving me visibility into inactive, duplicate or incorrect Customers.

Niki Olmstead

382 Points

Posted 7 months ago

7 months ago

Marcelo, Champion

3,412 Points

Niki,

We do something similar, but rather than using a report we have rules running on a daily basis checking if there have not been any activities in the last 30 days. If so, we create a CTA for the CSM that owns the account requesting them to confirm reasons for lack of activity or update the account with an activity. Hope it helps.

Comment

7 months ago

Dan Ahrens, Official Rep

24,990 Points

Niki, a way to make this info available is to use bionic rules and write the output to a field on the customer object. You'd do this by merging all your active accounts with the aggregate number of activities per account and left merging (so even accounts were there were no activities will have a record), then write that number to the custom field to capture the 'number of timeline entries'. Then you could report on this value and filter out any number >= 1.

Comment

1 person likes this

2018-02-13T18:20:35+00:00

Niki Olmstead

382 Points

Thanks, Dan. I'll give that a try.

7 months ago

Niki Olmstead

382 Points

Thank you, Marcelo. I will employ your suggestion for ongoing maintenance. My absence of data use case is directly related to the coverage model change and recent adoption of Gainsight. So, I wanted to be able to provide a report as a heads up in saying of all your new customers, here are the ones I don't have any activities for. My fear in using CTAs is that they would be noisy as our CSMs have a high volume of accounts. I did complete this exercise in excel, and each individual had between 20-30 accounts that met this criteria.

Comment

1 month ago

Meenal Shukla, Employee

1,606 Points

Resurfacing this discussion as this is a very common use case. Can the product provide built-in fields on MDA Company object/ Customer info that can track absence of activities in Timeline?

Comment

1 month ago

Marcelo, Champion

3,412 Points

I actually have a rule that runs every day and checks on last activity posted and if more than 30 days it creates a CTA for the CSM to update the activity. Not out of the box but it is doable.