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I’m in the process of setting up the new integration available between HubSpot CRM and GuideCX to create new projects as deals are closed.  As part of that I am going to set it so that Items on the deal will drive the appropriate template(s) in GuideCX.  

I’ve recently taken over responsibility for our Onboarding process and as part of that - and the integration mentioned above - I’m wanting to take a serious look on how we use templates.  Currently there are templates for our 3 Product Types, then these are duplicated for existing customers upgrading to that product, then templates for customers just adding on some misc components.  So something like this:

  • Template 1 - New Customer - Product A - using component X
  • Template 1 - New Customer - Product A - using component Y
  • Template 2 - New Customer - Product B
  • Template 3-  New Customer - Product C
  • Template 4 - Existing Customer - Product A - using component X
  • Template 5 - Existing Customer - Product B - using component Y
  • Template 6-  Existing Customer - Product C
  • Template 7 - Customer - Upgrading EOL Equipment
  • etc

Each template is a full set of tasks from beginning to end - so for example -  every template has a task assigned to the customer to schedule the onboarding kick off.  So if I want to make improvements to that task - I have to make it on every single template!  Very very time consuming - and it introduced errors - because I don’t get it exactly the same every time - since you can’t copy and paste.

The only way that I can think of to avoid this mess we are in - is to have several templates added to a project and each template would be unique to it’s tasks

  • Template 1 - Planning, Welcome & Kick Off Tasks - 
  • Template 2 - System Setup & Configuration of Product A
  • Template 3 - System Setup & Configuration of Product B,
  • etc

ANYWAY - My question is - how do you all organize your templates? Give me your ideas!!!

Hi there! 

 

That’s a great question and one I often go through with my clients. A common best practice would be to do what you’re doing exactly!

 

  1. ACME Standard Intake (Getting Started, Kickoff, Discovery) 
  2. Product A (will include variants) 
  3. Product B (will include variants)
  4. CSM/Post GO-Live 

This way it’s much more of a build-a-bear model where you can have a standard intake process then decide which route to take with the customer then add the appropriate template. 

 

Additionally, you could create a 5th template which is more of an a la carte menu which could be for those situations in which they’re simply ordering one or more additional features after already being onboarded. 

Thanks @Davi1700 - that was the route I was headed.  But here is my concern - the lack of visibility of additional templates.  We had tried it for awhile with just some “Extra” tasks - and no one paid any attention to that tab.

 

 

I guess it’s a training issue - but it really needs to be like tabs in a Notebook - with the full template name always showing.  (What’s AT/(EE???)  And while I’m wishing - color coded would be nice.  Here’s my dream representation of templates on a project 😊

 

 

Hi @jjmcdev,

 

Definitely! Would love to have your share that feedback with our product team if you haven’t already via community (click here).

In the interim - you could also try renaming the template titles. This can be done either during project creation or can be done via edit templates in the project. 

 

Best,
Matthew

It has a nice title - but for some reason - GuideCX narrows it down to those view letters when it is not the template currently being viewed.  So odd

 

 

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