Good day, everyone!
We previously used Hubspot for our sales CRM (proved to be un-useful for ongoign client operations). It had a cool feature that if you sent a client an email or placed a call, you could schedule a follow up task or reminder to circle back with the client/lead if they failed to respond by X days (it had default 1 and 3 days, but you could select a custom amount). This email would then end up on a that future day’s task list. Additionally if the client/lead replied before then, the email inbox window would show on the right this email conversation has a follow up task, which you could clear right there since you were getting the follow up desired in the reply.
- Monday send email:
- Client ABC, it appears the below list of team members have outstanding expense reports due last week. Can you follow up with them and let us know those are complete so we can process month close?
- I’d then put a follow up reminder 3 days from now if the client hasn’t responded or the expense reports were not completed.
- Thursday morning durring “task completion time”:
- my task list shows a follow up reminder to the email, I escalate to calling the client directly.
The ability of Karbon to automatically send follow up emails for a client portal request is pretty sweet and seems to be a perfect tool for templated or repeating projects. Maybe I’m missing something. But right now I have one-off open items or open-questions that fall off the radar because there isn’t a task list saying “on Thursday you’re following up with Client ABC about your previous email”.
Additionally, a member of our staff will often have an ad-hoc online meeting with the client on a different project. These have been great times to follow up with the client on prior requests. “I’m so glad you called about this project, while I have you on the call, we’ve been trying to get the expense reports closed out so we can close the month. We sent an email on Monday but didn’t get a response. Do you know when we can get those from you?” We’ve found such reminders have shown our professional organization skills and results oriented mindset that clients pay more for because they know we’ll push the project over the finish line rather than the client having to follow up with us.
What best practices have you employed to:
- Track or set reminders to outgoing emails/calls that require followup if no response is given?
- Visually see those one-off items concisely by client should you get a chance to get them on the phone?
Thanks everyone for the help!