Workflows are essential tools for managing and automating key processes in your CRM, ensuring efficiency and consistency. At their core, workflows are a sequence of actions triggered by specific events, designed to move leads and customers through various stages of engagement. Whether you’re nurturing leads, onboarding clients, or sending reminders, workflows enable businesses to provide personalised and timely interactions. This guide walks you through building and managing workflows effectively.
Triggers: Events that initiate a workflow. For example, a new lead enters the system.
Actions: Tasks performed when a trigger is activated. These can include sending emails, creating tasks, or updating records.
Conditions: Criteria that determine the path a workflow follows. For example, if a contact is tagged as a "new lead," they might receive a different set of emails compared to a “returning customer.”
To begin creating a new workflow, navigate to the “Automation” section within your CRM. The “Workflows” tab will be opened, displaying a list of your workflows and workflow folders. Click on the " + Create Workflow" button to start building your workflow.
Choose between starting your workflow from scratch, importing an existing campaign, or using prebuilt templates.
Start from Scratch: By clicking on this option, you will create your workflow from scratch with a fresh, clean slate for your automation with the ability to add your triggers and actions.
Import from Campaign: Use this option to select an existing campaign and seamlessly integrate all its steps into your workflow.
Use a Prebuilt Template: Utilise workflow templates to streamline your processes, allowing for quick and efficient setup of automated sequences tailored to your business needs.
Determine what initiates the workflow. In this case, it could be when a customer books an appointment.
Use conditions to segment customers based on their history. For example, check if the customer has a "first appointment" tag.
Based on the conditions, set up different actions. First-time customers receive the formal introduction and Card while returning customers get a straightforward confirmation.
Publish your workflow, then save it to ensure all updates are accurately reflected.
Always test your workflows to ensure they operate as intended. Make adjustments based on performance and feedback. To ensure several objectives are achieved, you may want to create multiple connected workflows.
Creating folders can help tremendously with organising each workflow for the leads that need propelling from one stage to another. Setting up a folder becomes easier with just the click of the New Folder button located on the top right corner of your screen.
By creating a folder, you can create multiple workflows for objectives. For you to achieve that objective, create a series of workflows that will pass every lead from one stage to another. In simple terms, having a folder will help you stay organised when you need your lead to go through different stages.
Once you click the button, a popup will appear for you to name your new folder. Once you have your new folder name typed in, click the save button to create your new folder.
Click on the created folder to be directed to the details of the workflows contained. You will see the:
Name: Displays the title of each workflow, helping you identify them at a glance.
Status: Indicates whether the workflow is in Draft or Published mode.
Total Enrolled: Shows the total number of leads or customers currently enrolled in the workflow.
Active Enrolled: Highlights the number of leads or customers actively moving through the workflow.
Last Updated: Keeps track of the most recent changes made to the workflow.
Created On: Records when the workflow was first created for reference.
Stats: Provides a quick summary of workflow performance, including engagement and completion rates.
Actions Menu: A dropdown menu that lets you edit, rename, move to a folder, duplicate, or delete the workflow, offering flexibility for managing each process.
The actions dropdown beside each workflow allows you to perform a variety of tasks:
Edit Workflow: Access the workflow builder by clicking this option.
Rename Workflow: Use this button to modify the name of the workflow.
Open in New Tab: Click here to open the workflow in a new window tab.
Draft/Publish Workflow: This button allows you to switch a Published workflow back to Draft mode or vice versa.
Move to Folder: Seamlessly move the workflow to a folder by clicking this option.
Duplicate Workflow: This button enables you to clone the workflow.
Delete Workflow: This button provides the option to delete the workflow.
Creating personalised workflows involves setting conditions that tailor the CRM's actions based on the customer's previous interactions with your business. This ensures that the messaging is relevant and timely, enhancing the customer experience.
Imagine you want to send different messages to a customer who is booking an appointment for the first time versus a returning customer. For the first-time customer, you might want to send a more formal introduction and include your contact Card. For a returning customer, a simple confirmation message might suffice.
Workflow Not Triggering: Ensure the initial trigger is correctly set up and that there are no conflicting conditions.
Incorrect Messaging: Double-check your conditions and actions to ensure the right messages are sent to the right segments.
Q: Can I use workflows for other processes besides appointments?
A: Absolutely! Workflows can be customised for various scenarios, including lead nurturing, customer onboarding, and service reminders.
Q: How do I know if my workflow is effective?
A: Monitor engagement metrics such as open rates, click-through rates, and conversion rates. These indicators will help you gauge the effectiveness of your workflows.
Q: Can workflows integrate with other tools?
A: Yes, the CRM integrates with a wide range of tools, allowing you to automate across different platforms seamlessly.
