Time tracking integrations
CS Data Management & Integrations
Does anyone know of or have suggestions for simple project management time tracking solutions that integrate with Gainsight/Salesforce? Ideally we'd have a button associated with each CTA/task that starts and stops a timer then loads the time to a field in that CTA/task. I understand that is a bit of a pipedream, but the closer we can get to it the better.
Thanks!
Thanks!
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I know some companies that use CronSights - https://appexchange.salesforce.com/listingDetail?listingId=a0N30000001gZ0hEAE
It's SFDC native but does not integrate with GS at this time.
Could you provide some details on the time tracking piece
Is it a place where the CSM can log the time they have worked on a CTA (would a field on the CTA where the CSM enters the hours spent work?). Or is it something automated? (you mentioned about having a button to start/stop a timer. Could you provide some details on this?)
Also, would the time tracking happen for all CTA's / CTA's of a specific type (or Time spent on a Success plan)? Also what kind of reporting would you want on this?
Regards
Our more reasonable request: An editable time field on the taks/CTA/objective where the CSM can manually enter the amount of time they actively worked on a project (probably using a third party stopwatch app to track that time).
Tracking can be done at Task level also 🙂
Thanks for sharing this. You can add a field to the CTA object and once you add it to the detail layout...the CSM can enter the time they spent for each CTA. (You can add that at the CTA, Task or Success Plan level)
Let me know if that helps
Thanks for the replies and pointers everyone!
Could you provide a little more detail on how to add in custom fields to CTAs and Tasks? I was trying to set this up in Administration but it looks like you can only pick existing fields. How would you recommend going about implementing this for tasks and CTAs?
Thanks!
You can add custom fields via salesforce. Once you add new fields to the "Call to Action" & "CSTask" objects, you will be able to add them to the CTA/Task layout. Let me know if you need any other information
Currently working on some custom reporting logic - If I can make and schedule a report that aggregates billable hours from a custom field on tasks, that is enough of a working solution.
This is fairly crucial for our organiztion as well. Very interested if this will be able to be implemented within Gainsight.
In the meantime, I will be suggesting the duration field and a third party Chrome extension to track.
In fact, our Client Outcomes (CSM) team just launched the use of https://retain.ai/ to track their time spent on various customer activities. It’s a browser extension that works across different applications and pages.
I’m with@dan_ahrens on this. You can track time on a CTA and Timeline Activity which allow you to tie time specifically to a task or event and to the customer. Time would sit in multiple objects (Timeline Activities and CTAs/Tasks) but you could pull this all into one object with a rule so that you can easily report on total time spent per customer or per CSM and per any time period you like.
@dan_ahrens on this? Do you need to pull in your customer data into Retain and then use the browser extension to update the time? Are you able to get more granular with the data so you can see specifically where time was spent with the customer (was it all on meetings, or a particular PS task, or support ticket, etc)
I just took a look at Retain.ai and it looks like it integrates with Salesforce and Gainsight. Is there any more info you could provide
Why I’m curious is because most other time trackers (ex: Harvest, Clockify, Toggl) are just time entry and CSMs would need to tag each customer when they enter their time. I’m not sure these tools would be an ideal solution. My guess is it would be quite a bit of time to maintain your customer lists in these apps and you are only able to add some high-level buckets to associate your time to. These apps do have the ability to start/stop time tracking though.
Hi@faust_belarmino - let me connect you with someone on our CS Ops team who has been closer to that implementation and usage.
Let me provide a bit more detail about how it works, technically. I’m sure that there are integrations and configurations that I’m not aware of, so I’d certainly suggest reaching out to them if any of the below sounds like it wouldn’t work for you!
Hi@faust_belarmino - let me connect you with someone on our CS Ops team who has been closer to that implementation and usage.
That would be AWESOME. Thanks so much!
Let me provide a bit more detail about how it works, technically. I’m sure that there are integrations and configurations that I’m not aware of, so I’d certainly suggest reaching out to them if any of the below sounds like it wouldn’t work for you!
This definitely gives us a good place to start! Thanks for your time and feedback! :D