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Automated RAG Status Reporting + Alerts

Description

Tracking client satisfaction levels is crucial for proactive customer management, and a RAG (Red, Amber, Green) status system simplifies this process. This milestone sets up automated workflows in HubSpot to assign RAG statuses to client companies based on feedback survey responses (e.g., CSAT, CES, or NPS). Notifications will alert account owners when a client’s RAG status changes, ensuring timely attention. For Red clients, additional workflows can generate support tickets to prioritize their needs. A dashboard will consolidate RAG status data, enabling you to monitor client satisfaction trends and address risks before they escalate.

Process Summary

  1. Define RAG Criteria: Collaborate to determine thresholds for assigning Red, Amber, or Green status based on feedback survey responses or other metrics.
  2. Workflow Automation: Build workflows to automatically update RAG statuses for client companies based on survey responses, ticket history, or other triggers.
  3. Notification Setup: Create workflows to notify account owners or service managers when a client’s RAG status changes.
  4. Support Ticket Automation: Configure workflows to create tickets for Red clients, ensuring immediate action is taken to address their concerns.
  5. Dashboard Development: Build a dashboard to track RAG statuses, trends over time, and the distribution of Red, Amber, and Green clients across the client base.
  6. Testing and Refinement: Test the RAG system with sample data to ensure workflows and dashboards function correctly and align with team goals.
  7. Team Training: Train the team on interpreting RAG statuses, responding to alerts, and using the dashboard for strategic decision-making.

Requirements

  • Input on thresholds and criteria for assigning Red, Amber, or Green status.
  • Feedback survey configurations (e.g., NPS, CSAT, CES) to use as triggers for RAG status updates.
  • Collaboration to define notification and escalation processes for Red clients.
  • Feedback during testing to refine workflows and dashboards.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Automated assignment of RAG statuses based on client feedback or other metrics.
  • Real-time alerts for account owners when a client’s satisfaction status changes.
  • Immediate prioritization of at-risk clients with ticket generation for Red statuses.
  • Comprehensive visibility into client satisfaction trends through RAG status dashboards.