A True TAP Use Case: QBR Scheduling
By Christina O’ Connell, General Manager, EMEA
Would you buy a Toyota if you knew its president, Akio Toyoda, preferred Subarus? That might give you pause, right?. So when it comes to workflow automation, any provider in the game should have enough confidence in its own platform and team to embrace its own product.
That’s absolutely true for us, and it’s why we decided to kick off a series of blog posts that dig into actual TAP workflow automation Use Cases with an example drawn from our internal operations. Because if we’re not willing to drink our own Kool-Aid, we’ve obviously got no business asking anyone else to grab a cup.
The challenge? We rely on close customer support and dialogue as part of our business model, so we want to reliably automate the process of initiating and scheduling quarterly business review meetings (QBRs) with every ThinkSmart customer.
The solution? Our home-grown QBR workflow is designed to automate the multiple steps involved in putting together a comprehensive quarterly meeting by:
- Automatically kicking off the process at an advance date that’s set to recur for each QBR.
- Notifying the customer of the upcoming QBR and querying them for pertinent information.
- Helping the Account Manager for that customer collate all details and assets needed for the QBR deck that’s used during the meeting.
- Scheduling the actual QBR meeting with customers, ThinkSmart team members and any other stakeholders involved.
- Individually communicating with team members and stakeholders at those stages where they’re pertinent to the process; these can include members of the Account Management, Customer Experience, Tech Support, Marketing and Product teams, as each of their areas is covered during the QBR.
Once it’s concluded, this workflow can be linked to a subsequent workflow that encompasses QBR follow-up and reporting/recaps.
The benefits? They’re easy to rattle off:
- The cost and time savings and error elimination delivered by automating notifications, document collection/routing, and scheduling.
- Optimization of team member/stakeholder time and attention: the workflow can be designed to involve them only when they’re absolutely needed.
- More consistent and reliable communication, collaboration and team-building between us and each customer.
This is just one of the many Use Cases we’ll share in upcoming posts. Some of the most innovating and surprising of them come, no surprise, from the customers who’ve customized TAP to fit their own workplace cultures and goals.
They’re constantly opening even our eyes to the potential of workflow automation, and we’re excited to show off everything they’ve accomplished.