Designing a New Workflow

Workflows are essential for managing crucial processes efficiently. They consist of a series of actions tailored to the stage of the lead within the process.

Key Elements of a CRM Workflow:

• Triggers: Events that set a workflow in motion, such as the entry of a new lead into the system.

• Actions: Tasks carried out when a trigger occurs. These can range from sending emails to updating records or creating new tasks.

• Conditions: Rules that guide the workflow's path. For instance, a contact tagged as a "new lead" might receive a different communication series compared to a "returning customer."

To initiate a new workflow, go to the “Automation” section in your CRM. Open the “Workflows” tab, where you’ll find a list of existing workflows and folders. Click the " + Create Workflow" button to start building your custom workflow.

Starting Your Workflow Construction

You can choose from three options to begin your workflow:

• Start from Scratch: This option allows you to build a workflow from the ground up, giving you full control over the triggers and actions.

• Import from Campaign: Select an existing campaign and integrate its steps directly into your new workflow.

• Use a Prebuilt Template: Utilize templates to quickly set up automated sequences tailored to your business needs.

Implementing Tailored Workflows

Personalizing workflows involves setting conditions that allow the CRM to take specific actions based on a customer’s past interactions. This ensures that communication is both timely and relevant, enhancing customer engagement.

Example Scenario:

Consider the scenario where you want to differentiate your communication for a customer scheduling an appointment for the first time versus a returning customer. The first-time customer might receive a formal introduction and your contact details, while a returning customer could get a simple confirmation message.

Steps to Build a Personalized Workflow:

1. Identify the Trigger: Determine the event that will start the workflow, such as a customer booking an appointment.

2. Set Conditions: Use conditions to segment customers based on their history, such as checking if the customer has a "first appointment" tag.

3. Configure Actions: Depending on the conditions, set up different actions, like sending a formal introduction to first-time customers and a confirmation message to returning customers.

4. Save and Publish: Finalize and save your workflow to ensure that all changes are properly implemented.

5. Test and Refine: Regularly test your workflows to ensure they are functioning as intended, and make adjustments based on performance data and feedback.

To manage various objectives, you may want to create multiple interconnected workflows.

Organizing Workflows with Folders

Creating folders can greatly assist in organizing your workflows, especially when you need to move leads from one stage to another. Setting up a folder is straightforward—just click the New Folder button at the top right of your screen.

Folders allow you to group related workflows, making it easier to manage processes that involve moving leads through different stages.

Naming a Folder

After clicking the button, a popup will appear where you can name your new folder. Once named, click save to create the folder.

Folder Details

Click on a folder to view the details of the workflows it contains. You’ll see:

• Workflow Names

• Status

• Total Enrolled Leads

• Active Enrolled Leads

• Last Updated Date and Time

• Created Date and Time

Actions You Can Perform

The actions dropdown beside each workflow offers several options:

• Edit Workflow: Access the workflow builder to make changes.

• Rename Workflow: Modify the name of the workflow.

• Open in New Tab: Open the workflow in a new window.

• Draft/Publish Workflow: Toggle between draft and published modes.

• Move to Folder: Move the workflow to a different folder.

• Duplicate Workflow: Clone the workflow for reuse.

• Delete Workflow: Remove the workflow permanently.

Troubleshooting Tips

• Workflow Not Triggering: Ensure that the initial trigger is correctly configured and that no conflicting conditions exist.

• Incorrect Messaging: Double-check your conditions and actions to verify that the correct messages are being sent to the appropriate segments.

Common Issues and Solutions

• Can I use workflows for tasks other than appointments?

  • Yes, workflows are versatile and can be used for a wide range of processes, including lead nurturing, customer onboarding, and service reminders.

• How can I measure the effectiveness of my workflow?

  • Monitor metrics like open rates, click-through rates, and conversions to assess your workflow’s performance.

• Can workflows integrate with other tools?

  • Absolutely! The CRM integrates with various tools, enabling seamless automation across different platforms.