Most of our customers have several users working in Batchbook. I thought I’d take some time to go in depth on how to set up a shared workflow for multiple users. With automations, you can pass tasks between team members, keeping the ball rolling.
A workflow is a series of steps that your team needs to complete. In Batchbook, those steps often revolve around the contact. For instance, you may have a workflow to work with a new lead until they become a customer. Or you may have a workflow that your team follows to onboard new members to your service, or to provide quality support and follow up.
For my example, I’ll be creating a workflow that takes someone from a new contact to a fully onboarded client for a business services firm.
Plan out your workflow steps
It pays dividends to write down your workflow before setting up the automations. For this example, I need to do the following steps.
- Assign a new contact for initial follow-up
- Send intro info to the new contact
- Sign the contact up for our service
- Onboard the contact
- Do a service check in every 6 months
Decide what should trigger each step
As of this post, you can trigger a new to-do from 2 events. You can either create a to-do when someone tags a record, or you can create one when someone completes a to-do.
This gives you a bit of flexibility in creating your to-do workflow.
For my example, I want to start a workflow by assigning a contact to one of our users for initial follow-up. I’ll kick it all off with a tag.
A tag is a great choice for assigning a contact for a couple of reasons. It is a quick way for any user to see all their contacts. You can just filter by tag to see which contacts are assigned to you.
Also, the tag can trigger a to-do. This will both notify the user about the contact and give them a task to complete.
Set up a tag based trigger to assign the contact
In this example, I want to assign the new contact to either Peter, Mariah, or Treshawn. First, I need to decide on how to format the tags. In a small company, just using each user’s first name for the tag would be fine.
Once I know what tags I’ll be using, I can set up my first automations. These will be the first part of the multi-step workflow.
To get things started with our example, I’ll create 3 new automations. One for each user who will be getting to-dos assigned to them.
Each of these automations will use the tag trigger, followed by an action to create a new to-do.
To assign a new contact to any of these users, I just tag the contact with the user’s tag. In this case I am using their first name. They will then get a to-do assigned to them, along with a notification via email.
Create a to-do to send intro materials
In this workflow, one of three users will get assigned a new contact for follow-up. When they finish that task, I want to trigger the next step automatically. In this case, my team needs to send some intro materials to the new contact.
For this example, those materials are always sent by one person, David.
I set up the first automation to create a to-do with a set title, no matter which user it’s assigned to. Now, I’ll be able to set up just one automation to assign this task to David.
This automation triggers when a to-do titled “Follow-up with new contact” is completed. I’ll set up the new to-do to be assigned to David.
What this means is that when any follow-up gets completed, my team will be able to quickly move on to the next step.
At the same time, schedule a to-do to sign the contact up
The next step in my example is to sign the new contact up for our service. They’ve already had the initial contact and received our intro materials. Now it’s time for my team to seal the deal with a sign-up.
I want to assign this task to the original user who completed the initial follow-up. I know that the intro materials will be sent, and I want my reps to follow up after a couple of days.
For this, I’ll create another to-do from that first to-do: “Follow-up with new contact”.
The trigger will be a to-do completion, and the action will be to add a new to-do. In this case, I will assign the to-do to the user who completes the trigger. I’ll also set the due date to be 2 days out, so there is time for the intro materials to be sent.
Create a task to onboard the contact
Now we’re moving and grooving. I’ve set up automations that will assign contacts when someone adds a tag, and that will create to-dos for my team.
At this stage, the contact either signs up or doesn’t. For this example workflow, I’m focused on success. After a contact signs up, we need to onboard them onto our service. Our customer success team handles this.
For this, I’ll create another automation. This one triggers when the sign-up task completes. For the action, I set it up to create a new to-do and assign it to our head of customer success, Lisa.
When Lisa gets this to-do assigned to her, she takes a moment to review the contact history to this point. She will see the activity and any notes from the users who have interacted with the contact so far. Then, she’ll set up an onboarding call between the contact and one of her team members.
Once she has a date, she’ll assign a to-do to the appropriate user. I won’t automate this step, because Lisa will need to provide a specific due date.
Build a check in calendar
Assuming the other steps take place, we now have a brand new, happily onboarded, client. There is one last thing I want to do with the workflow. Every 6 months, I want to check in with our new client.
I’ll create two more automations to make sure this happens. First, I’ll need one that creates a to-do when the onboarding to-do is completed. I’ll have that automatically schedule a new task to check in 6 months out.
Then, I’ll create my final automation for this workflow. This will trigger whenever my check in task is completed. It will create a new to-do with the same exact title, scheduled for 6 months out. This will create a perpetual to-do machine for those recurring tasks.
Make your own workflows
Above is just a sample of what a workflow can do. This one helps you move contacts from new lead to happy user of your service.
You don’t have to stop there. I would also create some workflows for those times when everything doesn’t go as hoped. What should we do when we can’t get them to sign up right away, for instance?
My example combines tagging contacts and completing to-dos as triggers. I focused on creating a series of to-dos to build a workflow. You might also add some auto-emails to the mix to really get your workflow humming.
I’d love to hear what workflows you’re building in Batchbook. Leave a comment or send me an email.