Super User Training - 12 May 2025
Super User Training - May 12
VIEW RECORDING - 60 mins (No highlights)
@0:00 - Jonathan Riis Gilmartin (sunrise.dk)
We're just we're just talking about work.
@0:03 - Marie-Louise Rasmussen (Assessio)
Yeah, artwork or work.
@0:07 - Jonathan Riis Gilmartin (sunrise.dk)
Our work is basically a piece of art as well.
@0:10 - Milo den Doop (Assessio)
well put.
@0:14 - Marie-Louise Rasmussen (Assessio)
Perfect.
@0:15 - Jonathan Riis Gilmartin (sunrise.dk)
Thank you, everyone, for being here today. This is the first official, I think, super user training. But, you know, we've we've had different sessions where that could maybe have been entitled as a super user training, but more individual super user trainings, let's call it that.
But here today, I'm hoping to give a more overall run through of what I believe is important to know as a super user in the system.
The first session will be broad or not broad, but there will be some things that goes across functions. No matter what you do, this is important, what I'll show today.
And then the next time, the idea, the idea for me is at least to say, OK, let's do a smaller individual.
Sessions that is very focused on the marketing suite, the customer success and support suite, the sales, and so on.
@1:14 - Milo den Doop (Assessio)
Sounds great. Yeah, I only have 20 more minutes due to local management meeting, but since you're recording, I'll rewatch it.
@1:23 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, I am recording, and we'll put it in our click-up where we have the others. We have, I think, I'll just create a super user trainings page where I put all the trainings.
So if you need to rewatch it, there won't be a lot on that page. So it'll be easier. It'll be easier to find.
Yeah. Sounds great.
@1:48 - Milo den Doop (Assessio)
Yeah, cool.
@1:49 - Jonathan Riis Gilmartin (sunrise.dk)
I'll share my screen. This is Teams, so I do this here. I just came from a Zoom meeting, so it's a difficult, different place to add.
But anyhow... Anyhow... And I will zoom in a little bit. I hope this is large enough. So one of the main things that is important to get comfortable with in HubSpot is the, you can call it the back end.
But the back end of HubSpot are settings in HubSpot, which you join by clicking the wheel here at the top right corner.
A little pro tip is that if you have something you want to change in a certain part of your portal, what you can do is, let's say you want to change something in a pipeline, for example.
So here I'm now in the new logo pipeline, I believe. Yes, I am. I can then click the wheel and then it will take me into the settings of deals.
So I don't have to find this. I don't have to click here and then find this here. So this can be a little help.
be help. So a So little little little Thank But otherwise you find it by clicking the wheel and then you have a lot going on here on the left side as you can probably see.
You shouldn't know all after the first training but after the second no but the most important ones to understand I would say it's not necessarily all the stuff we have going on here but the data management part.
Which you can see here. Because typically a lot of the questions you receive will reside around some of the things that sits here.
Most of them, not all but most of them. And especially around properties and objects. And you might say, well what's the difference?
An object is a contact, a company, a deal, a ticket, a service card or a pipeline for you Veronica.
Onboarding and renewal. This is an object or an object and then one object can have a lot of properties underneath the object.
So in its essence, the objects then have all the properties and you can then go to the object, for example, and you can customize the properties that your colleagues are seeing here on this object.
So this is what you can see here as well. Now I'm on the object now, so I can see, for example, default deal amount when adding a new deal.
I can change when we create new deals. This is where this is looking. This is the logic, basically. I wouldn't necessarily do too much work here without agreeing with someone, but just letting you know that sits here and then you have some other settings for the
But that's very deal-specific, that I won't go too much into now, but something we can look at later, course.
Then you always have the associations. So how is something associated to other objects? This is not something we change too often, so I won't go too much into detail here.
But one of the more important things is the pipeline builder. Because here you have, and now you can see you have the new local pipeline.
They could also be the existing customer pipeline. You can switch between and you have the option here to look at the stages.
But you can also change the probability. So after the first quarter or first year, if you find out you have a higher probability of signing customers or winning customers when they are in verbal agreement, for example, you can change the percentage of the stage.
But most importantly, you can also change the properties that are required to move into the stage. And you can do this by hovering over the stage you want to change.
And you can say edit. Okay, bad example, because there are none on in dialogue. Fair enough. Let's do one.
So let's say we're changing the values, but you're moving into one. You can then find the values here on the left.
Let's say we want to have, I think I removed these originally, but I can add them again for the panes or the pane menu that we kind of did.
And then you can see it here live as well. So the changes you're making, you can see them live here in the middle.
And you can also see the values of the different fields because you can click in them and try to fill it out.
Just seeing what your colleagues will see. And if you need to make it required, you just have to checkbox here.
And then you can say, I'll just say cancel. So pipeline here. Something you, Milo, will look most at, but it's, so this is the specific thing for the deal setup, is you have a pipeline here you can make changes to.
Again, we will go a little more into detail with pipeline, Milo, with you and some of the other things that you can do as pipeline rules and automations and deal tags.
We're just letting you know it sits here on the object. Then you have the same, the option called record customization, and record customization is basically what is our colleagues seeing.
And it looks a little much, but that's because we have a lot of cards, but everyone is not seeing the same thing necessarily.
So here you can see, it looks like I've opened up a deal now. You can see here, this is the deal card, so it kind of mimics the design.
Then you have some sections here on the left, could be about this deal, then you can click and see what are the values.
This is the standard everyone is seeing, but you can also see something called churn information, and you might think, why is that sitting on the top left side, that seems a little weird, but if you click here, you then have the option to say conditional logic.
For example, here we have to say it has to be a churn, when it has a churn value, then we show it, but otherwise our colleagues are not seeing this specific box.
So we've built this logic up around different scenarios. So depending on scenario, you will see different data. It makes sense, it keeps the left side more clean, and you don't have to look at everything at all times.
And then you can see we have some other sections here as well, of course, actually a lot of sections.
But that's because, for example, HR Diagnostics and Vishnu, they've had their own section for a little while in the transition.
But now we are starting to remove those sections because they don't need them anymore, because they've transitioned into our data model.
So at some point in this month, we will remove the HR Diagnostic deal information, for example, because it's not needed.
They have transitioned into ours. But it's a good way of working on an interim basis, because they just needed their data in HubSpot, but we hadn't really taken the data and re-transformed it to fit the Assessio data model.
So you can do something like this. Does that make sense? Yes.
@9:36 - Milo den Doop (Assessio)
Great.
@9:37 - Jonathan Riis Gilmartin (sunrise.dk)
The same thing goes for the middle section. The only thing about the middle section is we don't have the conditional logic.
So what we see in the middle section is for everyone. This is these cards right here. And again, I'm showing you this on a deal card, but it works the same on the ticket.
It works the same on the contact, the company. This is the same. I can just switch. So you can see that it looks the same.
Let's do a ticket for Alexander. You see record customization. And you would see that this is generally the same design.
just have a little less information here on the ticket on the left side than we do on the deal space.
So it's the same thing. On the right side, also have the, this is associations. For example, this OneFlow legacy, I actually need to remove that.
Invoices I would remove as well. And also this one. And this one. This one. Because they are actually not used.
So again, trying to keep it as clean as possible is something we generally recommend. Because otherwise we will swarm our colleagues with information they don't.
to look at so we try to remove stuff where we can and exactly the same for for this one and for this one yeah so it's pretty easy to change you can of course also add cards Cospot has some default cards that you can have a look at search for them here but you can also create your own card this is something i would suggest you play around with a little bit yourself you can do a lot of stuff with this it's just if you have a specific use case where you would like to add a card in the middle you have that option and you can see you have a lot of different possibilities here to add is there anything in here that you feel like isn't used today and should be used i mean i can't say for the ticket part because i have not been too much involved in that it feels it's
It's like there is what you need there, Alexander. On the deal side, I would say we are, you know, we are, I wouldn't change the setup.
I would actually try to streamline it even more and have less because I think right now we are in a place where we've developed and we've come so far, but maybe we have a little too much actually.
So I've also suggested for the project group to do a little, a small change on the left side of deals, for example, so that it becomes more intuitive what you do before you do a proposal and after you do a proposal, for example, because now it's a little different places.
But there's nothing I would say that we are not doing on the cards, the objects right now. think we're pretty sufficient.
We are using some of the, some of the good stuff, I would say, the deal score on, on, on deals, for example, and, and so on.
Yeah. And as soon as we get the health score up and running, we also have the option to show that, of course.
But I know where Monica is excited for that one. Yay, I am. Hey, so this is the objects, but even more importantly, when you have the objects, you also have, you need to have properties to store data on the objects.
And in my experience, this can be one of the harder things to get used to, but when you know what you can do, or have an okay understanding at least, a lot of things and solutions can kind of fit between.
The object, a property, and a workflow, for example. And in there, you have a lot of possible solutions for a lot of things, potentially, if you know what you have to play with.
And you can see here, the properties I have here, you have a property for all objects, or properties for all objects.
You have for companies, contacts, deals, leads, lists, a lot of things. And typically, you would look at. Con. Contact company deal or ticket.
Maybe also products, but for now I don't think you would go there basically. So what you can do is you can of course search for all the products that exist.
I've agreed with Lydia just to do a little, you can say, because we have a lot of properties you don't need to know, kind of.
So you don't need to look through everything and understand all of this. That would not be a fair task.
But we've done a little map of the most important properties we have on a contact and a company and a deal and so on.
So we will share that with you as well on the super user page. Because then you can always see, okay, how do I see a segment?
Or how do I see like the MRR on a deal? Or how do I see the score? What is the field that tells me what a good score or a bad score or something is?
You can find it there. But of course you have properties, you also have groups, so you can do custom groups, which we've done, for example, we have PTS marketing, here we have some, when we did the import from ActiveCampaign, we have some fields here, just so that we have them, and then at some point we will delete them, because we don't need them anymore, but it's always when you're doing a migration from different systems, you want to keep some of that data, for example.
So we have groups, that you can search for, we have a lot of different groups, and you also have conditional logic, so basically, for example, you can see something here, if you pick Denmark as country, we will then ask very specifically, what is the source, the channel that it came from, and now I have to pick around here, what is the channel that it came from, and is it a...
Former certified or alumni, for example, so you can do these small conditions, and you might want to do this for a specific part of your business or a specific, like a country specific thing you need to ask for, but all countries does not necessarily need it.
This is a great example of something we can then do, because then you can have that only show for a specific country and not show for everyone.
Does that make sense? Yeah, if you have questions, you can stop me. I'm just going through it as we go, you can say.
When you want to create a property, you have some different options. Oh, I maybe did that a little too quick.
You have the option here to say create property. So now we're creating something entirely new. And for now we can just call it test.
It's okay. Okay. Thank And we also just give it an object type, it defaults to contact because I was on the contact right now, and then you can give it a group, so if you have a specific thing that this fits into, you can choose the right group for it, you can also create a new group if you need to, but let's say for example, this is related to, you want to do, let's say we say marketing group, and then I would always recommend that you just do a little description of the field, because then your colleagues can see why you created the field, that's what I typically, always recommend doing a description, because then your colleagues can see Veronica was doing this field for this reason, for example.
So just describing the field. For example, score, or something like that, and then you have the field type, and this is of course where it gets a little tricky because here you can pick a lot of things, can pick single line, multi line text, can pick rich text, phone numbers, just as a phone number property, a number, that number can then be formatted, unformatted, currency percentage, if you want to have it in currency, example, it can be a currency, date picker, date and time, so not just the date, but also like 12th of May at 2 o'clock, you have that option as well, and as you can see, a lot of other fields, which is also why in general, I would say that going through this
A lot of solutions can be found here, depending on what you need, of course. So we have single checkbox, multi-checkbox, radio select, drop-down select.
So drop-down is just picking one, multi-checkbox is picking multiple. That's the main difference. Calculation, this is where it gets really technical.
Roll-up, which is typically used for doing calculations across objects. For example, the subscriptions, I'm doing a roll-up that is taking all MRR from subscriptions and going into the company.
So you can see the total MRR of the company on the company without looking at each subscription. That's a roll-up, a super straightforward use case.
And then we have property sync and file. And property sync is basically if you have a field on the company level and you just want the same fields to be reflected on the contact.
provider have spend is But you cannot change it on the contact. That's a property sync for you right there.
So a lot of fields. In general, if you have something like this, you can always ask, what's the best use case for this?
need this field that needs to contain this. You know, what can we do about that, right? Who should we ask you?
@20:26 - Marie-Louise Rasmussen (Assessio)
No, That was one of my questions.
@20:30 - Jonathan Riis Gilmartin (sunrise.dk)
I mean, as long as I'm around, yeah, but other than that, will say that HubSpot's own, you have ChatGPT, of course, you can use that, but HubSpot's own support, which is also running on OpenAI anyway, which is here, you can also ask this, this data I need.
I actually want to get it. I just need the chatbot. Where are we?
@21:00 - Veronica Sjöstrand (Assessio)
And also the Knowledge Center is really filled with good information if you want to go the traditional way. Yeah, exactly.
@21:09 - Jonathan Riis Gilmartin (sunrise.dk)
The good thing about this chatbot, as long as you can get this chat up and running, the first one you will see is actually a chat, it's an AI chatbot that just has all the knowledge base data indexed, so you can just ask that, and it will actually give you quite some good answers after.
So I think it's becoming so much better at giving answers that are useful, so you can also ask that.
I have the use case. It works a lot. It works good with use cases. Like, I want to create this property to contain this data.
What would you recommend? You can ask that. Yeah. Some good knowledge base, would say, in overall. Yeah, and I don't know how often you will actually be required to create properties, but I think...
Comfortable with the data management part of HubSpot is something that you will probably encounter at some point. So that sits here.
@22:09 - Veronica Sjöstrand (Assessio)
Jonathan, will you do a cleanup of the properties before you kind of leave us? Yes, I will.
@22:17 - Jonathan Riis Gilmartin (sunrise.dk)
Okay, good. I will. So there are some properties that need to be deleted as soon as we are saying, okay, now we can pull the plug on those because we comfortably know we don't need them.
Yeah, because that's kind of a tricky thing to do.
@22:31 - Veronica Sjöstrand (Assessio)
So it's better that you have the whole picture. Yeah, we have something we already need to clean up.
@22:37 - Jonathan Riis Gilmartin (sunrise.dk)
And we also, with the integration to Sora, I have some extra fields that are on our list of deletion.
But as long as we're just finalizing it, we don't do the cleanup before. But we will do it. So we know what to delete and what to keep overall.
Yeah. I need to leave.
@22:57 - Milo den Doop (Assessio)
Sorry. Will you plan follow-up sessions? Oh, I think these are helpful. yeah, I will.
@23:03 - Jonathan Riis Gilmartin (sunrise.dk)
I will talk with Lydia about it.
@23:06 - Milo den Doop (Assessio)
Yeah. OK, thanks guys. See you later. Thank you. Bye bye. Bye.
@23:14 - Jonathan Riis Gilmartin (sunrise.dk)
Cool. But that is, I mean, for properties, that is the most important things to know. It's also just for you to know where to find it.
And it sits on the data management and especially if you're working with objects, objects like deals or tickets and you need to change something.
You should also have the help desk sits in another place. Yeah, it sits down here, but that's something we'll get to.
But you also have the option to change tickets and deals. And there you have a little more to do, of course, because you can change pipelines of the deals and the tickets.
And that sits here. I'm sure you know this already, Alexander, but... Just so you can see it as well.
And you also have the different pipelines here also. I'm guessing, Alexander, you've already looked at the desk settings page.
@24:15 - Alexander Andersson (Assessio)
Yeah, I've started to dig deeper now regarding the views and so on. So I've already been in there and changed it to our language.
No, no.
@24:29 - Jonathan Riis Gilmartin (sunrise.dk)
But that, you know, that is the hard part about this, because I can do these trainings and I can help you and walk you through it.
But it is really getting comfortable with it yourself, which just takes a little, you know, getting your hands dirty and looking through it and trying to understand when it makes sense to do what.
Yeah, I have no doubt.
@24:51 - Alexander Andersson (Assessio)
Yeah, exactly. And it's the same for marketing and customer success and sales.
@24:54 - Jonathan Riis Gilmartin (sunrise.dk)
It takes some time to get comfortable, unfortunately. But that's the way it is. Yeah, but good. I will say now, Veronica and Alexander, you will probably share some of these things, the good things to go through.
But I would recommend, I'll send you the links also, I would recommend finding your workspace kind of down here on the tools after the session today.
You don't have to do it now, but after the session today, and then click through it. So for example, for you, Marie-Louise, it would be marketing, right?
You can see, okay, what sits on the marketing? We have ads, emails, campaigns, forms, and social. You could also argue a little bit that content might also be relevant to have a look at, but maybe I would prioritize that first.
But you have marketing, which is a good place to start. And then, of course, inbox and helpdesk for you, Veronica, and Alexander, and Milo, I will send him the sales workspace link.
you. Thank you. Yep. And again, you are of course welcome to look at some of the other parts, but I will say some of these things that are the most important, I have also covered in videos.
So for example, how to add new users, if that is something you will be asked to do. I have a video of that and a step-by-step guide on how to add users, so I won't do that now.
Do you have any specific things that you would like also to go through today? Anything concrete, something you've been asked that you weren't in doubt of how to do, or anything that I might fit in?
It's just always good to know.
@26:44 - Marie-Louise Rasmussen (Assessio)
No, I think for me, at least, it's more like looking through some of the things that we have set up that we are all already in dialogue with, with Daria, for instance.
Mez is also included in that conversation right now, and right now me and Frey have ran into A problem earlier today, but I think you're a CC in an email from Lydia where we have come to the limit of landing pages.
We can't create any more landing pages and that's kind of a struggle right now. So I don't know if you fit in in that dialogue.
And I also have a question in regards to, and I don't know if you know this, Jonathan or Alexander or Veronica maybe can enlighten me.
But how is the decision process right now? Because right now we are supposed to be the super users in each of these different workspaces.
But are there made any processes or agreement processes where we need to discuss these things in our different workspaces before we just include stuff that we need to cross countries?
Because right now it's kind of easy in marketing because we're only two and we're sitting next to each other.
But I guess in the sales workspace and the support and... So Sjöst's workspace is kind of a big thing that we need to align with countries before just adding stuff.
@28:08 - Veronica Sjöstrand (Assessio)
Yeah, Sigurd?
@28:12 - Jonathan Riis Gilmartin (sunrise.dk)
Did you have anything, Veronica? No, I don't know. I agree with Marie-Louise.
@28:17 - Veronica Sjöstrand (Assessio)
I mean, we have been working pretty informally for now, where we make sure that we have the other countries.
But we also need to set up a more formal process also between us, because if I change deals, for example, I will also affect Milo or I might affect you.
So we need to have a super user forum to make sure that we are in alignment between the different tracks.
And we need to have a more formal process to make sure that we have all countries. But that's kind of an Assessio problem, not a Sunrise problem.
But if you have any good examples,
@29:04 - Jonathan Riis Gilmartin (sunrise.dk)
So what I recommend, and I'll see if I have it in a slide or if it's just something I talk with Lydia about, but what I recommend is when you do these and you have to implement something that affects multiple countries, you have to involve the head-offs and get them, I'm not saying everyone should agree, but they should at least be notified that that is what is happening.
And when it is happening, but I would recommend taking them in early, don't leave the task too open. It's a little hard, I understand, but because if you leave it too open, you will have a lot of opinions, but if you say this is what we want to do, do you have any input for that or timing-wise should we wait a little bit or is there anything we need to be aware of for your specific country?
Because otherwise we hope to implement this at some point next week. Or next month, or whatever you want to do.
But for larger things, like changing the setup, I would do it differently. When adding something, that is one process, there I would come up with what is it we want and why do we want to do it.
It's not a lot. And you just have a call with the headoffs and go through that with them. And if they generally agree, and you can come to a mutual understanding, you implement it.
And if you need to change anything, like overall in the setup, that needs to involve like who is the highest level of management there is.
For example, if you want to change the sales pipeline, I would say that Milo needs to agree with Migl that that is a good idea.
And then they go to the headoffs and say, we want to change the sales pipeline with this or this, for example.
So instead of Milo going first to the head of sales and saying, we want to change the setup, he needs to have, you know, someone from
From management that says that that makes sense. Yeah, that makes sense.
@31:05 - Marie-Louise Rasmussen (Assessio)
But maybe we should raise that flag for Lydia because I can just see that there's a lot of wishes from our sales team, at least here in Denmark, that could we set up these different sales sequences and stuff like that.
And that could definitely just be a local thing, but it would make more sense if we just at least put it up on a global level and hear out if anyone else also want this instead of just developing for one country and maybe three other countries also want it as well.
And then we sit and develop that for each country instead of just copying and clone it or whatever you call it in half spot.
Yeah, we need to make a decision on how much localization is even allowed, so to speak.
@31:48 - Veronica Sjöstrand (Assessio)
Because as you said, it might be that we all actually have the same, if we just take the time to discuss, we have the same needs and we don't want this system to go.
In five different directions, because that's not going to give us the wins that we need from a system like this.
one thing that I would love to look more into is the automations, the workflows, how to create the workflows.
Yep. I was actually also planning for that part.
@32:23 - Jonathan Riis Gilmartin (sunrise.dk)
So we can do that today. Okay. Also, because I think you will be asked now, for example, Marie-Louise, what you mentioned there is what is called a sequence, right?
So doing, I think you need to read, and I've also just written this to Lydia, so she can also help follow up on it.
But if they want to have developed an asset, for me, there's like developing assets for sales and marketing and service and CSM, like templates, email sequences, landing pages also, I guess.
But we don't have any more, so we can't create any more.
@33:00 - Marie-Louise Rasmussen (Assessio)
Yeah, I can understand. That's annoying, of course.
@33:04 - Jonathan Riis Gilmartin (sunrise.dk)
When you have more landing pages as an option, and when you can do what I call an asset, I don't think an asset needs to be approved by the different head-offs, of course.
That's a local thing. But adding new things to the overall way we do sales or the way we do marketing, there I would involve the head-offs and also someone from management.
But of course, getting sequences done and getting things like that for campaigns, that does not seem like something that involves someone else.
@33:39 - Marie-Louise Rasmussen (Assessio)
No, I agree with you, but I still also think that we should otherwise have some sort of process where we, okay, now we've created this for Denmark or Sweden or whatever, and then we present it to the other countries as an option.
You can do this, can add this as a follow-up for whatever you're doing in sales or which... So we don't like sitting in each country and developing the same stuff over and over again, and then annoying you with all the stupid questions, because it's probably the same questions we will have during the process.
Probably. Yeah, that's true.
@34:15 - Jonathan Riis Gilmartin (sunrise.dk)
We had a great sec with NL and DE, where they did sequences together, for example, and then Carlos joined from Sweden to help because he had done sequences.
So that was perfect. But I think, yes, I will say this is also why I'm overall recommending or have been recommending that you also have a colleague that sits with the responsibility for the overall setup across countries, like part-time, full-time, just someone, because that person can then say, oh, I know Denmark is actually doing this, maybe have a talk with them.
So for now, that has been kind of my role, right? I know Carlos has done a lot of sequencing, so I asked Carlos to come and join a meeting with Milo and someone from...
The DAE and NL team, and they do sequences together, and that's great. I think that kind of the, if you don't have that, well, I recommend having that role.
Yeah, me too.
@35:12 - Veronica Sjöstrand (Assessio)
And otherwise also things that are kind of in between of all our four kind of silos or channels will not get done, and we won't find the winnings between them.
So I would love to have that too.
@35:28 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, I think that's at least something that needs to be looked at, but I know Miguel is on that.
Yeah, that's really good. Okay, cool. But workflows are automations in general, and the reason why I also want to show this, it sits here on the automation and workflows, and you can see it here.
Let's see if I can just do this one. So here you're, now you're just seeing all workflows, which can be a little much.
a bit, and you're you're and you're So there is also folders. What I just have to do and check is make sure everything sits in the right folders.
But you have some here for like CSM templates. have EK marketing, for example, something for HR diagnostics. Helpdesk has been organized very neatly, I can see.
So that's nice. Some group templates. So there's a lot of different things that you can see and also utilize.
If you want to do something, for example, that has already been done for a specific country, you don't need to do the whole workflow again.
You can just find the workflow that's working for, let's see. Okay, this was a campaign workflow we did for Essay.
It's off now, but still you can hover your mouse over and you can say clone. And then you just get the exact same workflow that you just need to change.
So that's a, that's a, if you want to cheat a little, it's not. Cheating, but if you want to make it a little quicker, you can do that.
I'll just take you through the process of creating something from scratch, because then you can, if you can create something from scratch, you can do a lot in the builder.
So, and they recently changed the workflow builder, which is for someone like me, who's used to a specific thing is always great, but they changed it a little bit.
So, you can see here, you have a trigger. A workflow always needs to have a trigger. So, what is the trigger?
That is basically when you want workflow to start. So, let's say that you wanted to do a, when data changes, we can say property value changed.
You can also do a lot of other things, but here I think, for example, let's do a use case saying that the health score has changed of a company.
Contact. Let's do that so we can use for creating notifications. So we say property value change. The same would work for health score, Marie-Louise, by the way.
And we say company, and I search for health score. So it's here, Assessio, main health score. And I can then say that the health score is, let's say it's less than or equal to, and we say 49.
It goes from one to a hundred, right? So let's, we can say 49. And then I can say next, or I can say done.
And I can say next. And then I can only enroll companies that meet a conditional option. I don't need to do that right now because I want only companies with a health score of 49 to be enrolled.
What you could do here is you could say. That they're not churned or if they're not a lost customer or anything like that.
Exactly. I don't want former customer or I just want this and maybe also partner, but I don't need the rest.
I just want lifecycle stage to be this. And I can then say next. And then you can say re-enroll.
In general, re-enrollment means that you can enroll in the workflow more than once. So if, for example, and for this scenario, I would turn on, re-enroll, because in this scenario, let's say that your score jumped to 55 and then it lowered again.
I would want the notification once more because I want to know when the score changes under 50. That's the idea, right?
And for lead scoring, it will be the same for you, Marie-Louise. If the customer goes with high lead score, they go through like the flow and we say, no, it's not now, you would want them to enroll again.
Right. Because if. Score goes up again.
@40:01 - Marie-Louise Rasmussen (Assessio)
We need to know.
@40:03 - Jonathan Riis Gilmartin (sunrise.dk)
So, or now it's down, but, you know, I think you get the idea. And then I can say, you can see here, companies will re-enroll when they are manually, or they meet the eligible record conditions.
So this is what I did earlier. I can say next, and I can give it a name. Health score watcher.
I'll say save and continue. So now that I've done the trigger, I am now guided to actions. So what actions do I want this flow to do?
And I will say, you need to be cautious, because the flow is, it's a stupid flow. It does not do anything less than you tell it.
It does exactly what you tell it. So if you tell it to send a mail to 1,000 employees. It's a thousand people within a company.
It will do just that. It won't stop and say, hey, is this a good idea? I'll just do it.
So you need to think of a workflow a lot like a waterfall or something. As soon as you open the hatch or a dam, I think maybe, as soon as you open the hatch, the water will just fall through.
And if you didn't put any, like, safeguards or anything, it'll just go straight through. So a good thing when you do a flow is to think, do I need delays?
Do I need branches? Like, if-dense? And when do they need to receive this from us? Or does this need to happen?
So you have these over here. You have delays. You have branches. That is a pretty key part of a flow like this.
So, for example, here, let's say I want a delay because I don't want my colleague to receive a notification at 12 at night.
Because this is what will happen now. If I just put in notification, right? Here, they will just be sent throughout the day as soon as the flow is activated, right?
So you might say, okay, let's say we only want this flow to trigger every day at 12. That seems fair.
Otherwise, we're just sending out emails to our colleagues all the time with new health score updated, new health score updated.
That's maybe not the best idea. So you could do it like this. But the delay can also just be a five-minute delay, one-hour delay, three days, a week, so on.
If you're doing webinars or preparing for events or something like that, I would actually input a delay until a date or a calendar date.
Because then you can say, you can basically plan your workflow saying they received this email on this date and then this email on the next date and so on.
Because then you can say, I want to delay until... be we'll So you're have We're going right Thursday, for example, and you can see here, then the flow will delay until that date.
So delays is really your friend here. It's rarely that I recommend, if you have a flow that is sending out emails or notifications or something for customers, I would always recommend thinking about a delay.
You might not need it, but I'll think about it. Just have it in your mind. Do I need it?
No. Okay, fair enough. Then you've taken the decision that you don't need it. But usually it's needed. It's very rare that I don't have a customer-facing workflow that does not need delays.
@43:40 - Marie-Louise Rasmussen (Assessio)
But is there something, when you say this, Jonathan, that makes me think or wonder, is there something specific when we work with workflows, for instance, with health scores or with lead score or with email sent out or something like that in the marketing section?
Is there anything that you say like delays that we need to make sure that we have thought of or whatever?
Because if I look into some of the marketing workflows that you have and Mass has set up, there is a lot of things that I wouldn't be able to figure out myself without looking into your workflows with like something that needs to be updated on country level, something that needs to be updated on every contact because the lead score will not follow if they do something in this workflow.
So I don't know if there's some rules that we need to follow or yeah.
@44:33 - Jonathan Riis Gilmartin (sunrise.dk)
I mean, so there is, I don't know if it's rules, but there is some things to be aware of, which is also why, and especially for the marketing side, we've done these that should be seen as templates, right?
That you can clone because for example, for the marketing side, it is very important that we set the contractivity and we set the subscription type correctly.
And so we just have a lot of just a lot of things just happening in the start. have out.
Thank you. And I would always suggest just cloning that and just reusing it, because then it's easier to do it.
Yeah, I would say, of course, that might be a good thing to add to the, we have a workflow section on just the marketing training page, right?
It might be a good thing to add there, you know, these are the things to be aware of, but here are some good templates.
I think the templates are already there, actually, with links that you can reuse.
@45:27 - Marie-Louise Rasmussen (Assessio)
No, but I think it's good that you just say, just use the one that you have built and then build on top of that, because I think that was what Daria didn't do.
And that's created a lot of confusion on what is missing in the workflow and what is not missing, because it's difficult for us experts to figure this out.
I understand fully.
@45:50 - Jonathan Riis Gilmartin (sunrise.dk)
So it's, of course, it's something that we need to be aware of, but I would generally recommend using the templates.
That we've put in the, in the folders or the files. Workflow files. And you have different scenarios, especially in marketing.
have a few templates that can be reused, right? Yeah. So good question. Thank you. When you then are comfortable with the delays that you've done, you can do actions.
That's the fun part, right? So you have the option to do communication. It sits on the communication. You can send an email.
This goes to the customer. You can send in-app notifications. That's internal. And internal notifications is the same thing. And then surveys is, yeah, well, that's a survey.
So like an NPS survey or feedback survey or anything. And this is actually a reasonably new thing, but it's actually quite nice because sending a survey directly through a workflow wasn't actually possible for like two months ago.
But it was super annoying because you had to build like in the survey builder, you also had to do the work.
So it's kind of nice to have it here. So here you can just choose a data source for some reason.
I don't have a survey I can choose from but fair enough. But then you can send surveys, for example.
A better example would be emails. For example, just a plain out marketing email. And you can see here that when it's grey, the email is not published.
But if it's green, then it's published and you can put it into the workflow. Now this is in Danish, so I won't add that.
But just say that we have that option. And it's the same thing. We also have the option to change.
Or create records. So for example, if you want to create a task, now having a health score that goes under a certain threshold, I would say a task for our colleague who owns the customer would be a pretty sufficient activity.
So you can create a task here, and you could say health score under 50, take a look, for example.
And then you can also insert the name of the company, so you could say company name, because if you don't do this, all tasks will just be named the same, and they will just be looking at 20 tasks called health score under 50, take a look, but you can't see the company.
So to help our colleagues, we can input this field and say, now you have company name, health score under 50, take a look, for example.
And yeah, and you just need to go through this to make sure that you set it the right way.
You can have it immediately, but it just happens instantly. The due date is now. They need to do it now.
It can also be fair and maybe say, do it tomorrow. And then you can choose if you want to have an email reminder if they didn't do the task, if you want to be stubborn.
then you can just give a... super annoying. Yeah, you can. You can be super annoying. So I would use that force, you know, try not to overdo it.
But for data management purposes and for like keeping up and making sure our colleagues stay on top of the different things, this is a pretty good tool for that.
You could do the same thing with a lot of things like renewal dates, usage when we have that information in the system.
Yeah, just the things I can think of. But yeah, we do it already for the...
@49:58 - Veronica Sjöstrand (Assessio)
opportunities that has been in the opportunity... In a stage for more than three months or something, you could always kind of send a kind reminder, maybe.
Exactly, you can.
@50:11 - Jonathan Riis Gilmartin (sunrise.dk)
So something has been stalled or stale, you know, we can do a lot of things with automation, basically, so yeah.
@50:18 - Veronica Sjöstrand (Assessio)
And this for the onboarding process of small companies, Alexander, is brilliant, because then you don't have to actually remember to send kind of a welcome letter or a how's it going letter or anything.
We can just set up a process. Yes, exactly.
@50:32 - Jonathan Riis Gilmartin (sunrise.dk)
And I would actually highly recommend doing that. Something, for example, for onboarding, it's a super use case. You have three emails you need to send over time.
You can put that in with simple delays and then basically just have that with a trigger of one and segment is small, for example.
@50:53 - Marie-Louise Rasmussen (Assessio)
And in this case, Jonathan, if there's something new or an update? Just wait. you want saying it. Around the possible integration that you have talked about before with our platform, because I guess in Veronica's case, it would be quite nice if the customers will just flow automatically into HubSpot and then you will create this workflow that just, yeah, you know what I mean?
Yeah, I know what you mean.
@51:21 - Jonathan Riis Gilmartin (sunrise.dk)
Well, we haven't even started to talk about the integration for the Assessio platform now. So we have that meeting this week, I believe.
So I think, unfortunately, it's a little longer out in the future than we were hoping. But I will also say what Veronica is also mentioning is, I'm guessing the customers that are being one in the HubSpot pipeline.
Yes. So we could essentially do the same for PGS-specific things for onboarding if you wanted to. And migration for me is, when a company is triggered a migration, we can trigger a workflow with welcome to the Assessio platform.
@52:01 - Marie-Louise Rasmussen (Assessio)
It was just because I was also thinking with our colleague Lotte here in Assessio Denmark with all of the work that she's doing with certifications, writing emails to everyone that's like joining a specific certification.
Now you can enter the AP platform, whatever it is that she's writing to them, that having just a workflow instead of like manually typing everyone in.
But I guess that needs some sort of integration or whatever. Yeah, yeah, I mean, there needs to be a trigger somewhere if it's Upspot or whatever it is, so she can like trigger the emails to be sent out.
@52:39 - Jonathan Riis Gilmartin (sunrise.dk)
But is she not, as I remember, she has that, she can pull that in a list, right? Yeah, but that's manual work, right?
@52:47 - Marie-Louise Rasmussen (Assessio)
Because she has every one in a completely long, very long Excel sheet from the day that we started certifications and we are certifying like a thousand a year.
So that's pretty long. long. So Yes, that she has. So if that could go into some sort of a system, that could, yeah, I think that could be a quite nice system.
@53:09 - Veronica Sjöstrand (Assessio)
What we did now was we imported an Excel spreadsheet with all of the users from the back-end, Assessio back-end platform.
We made sure in advance that the email addresses were existing customers, so they were in HubSpot. But then we could just enter the Excel spreadsheet and send an email to all of the people on that list.
@53:32 - Marie-Louise Rasmussen (Assessio)
Yeah, I guess it's just the tricky part is that some of our clients are signing up to the learning certification part with their private emails, because we are saying to them that their certification will follow you as a person and not your company.
And then when they enter AP or whatever legacy platform, it's their company email. Of course, yeah, that's tricky. That's a headache for another time.
It's not my headache, but I was, yeah, I was. But you could probably make a contact card with a secondary email, and then it would work.
@54:06 - Veronica Sjöstrand (Assessio)
Yeah, yeah, you could do that.
@54:07 - Marie-Louise Rasmussen (Assessio)
You could definitely add a second email to it, but you just need to be sure that Veronica is the same Veronica.
Exactly, and that's tricky. Yeah, that is tricky. It could be worth it to do that. Yeah, that's true. Definitely.
That is true.
@54:25 - Jonathan Riis Gilmartin (sunrise.dk)
But the issue is also that it's, you would have to redo that because, like, if you didn't have the integration, you would have to do the imports on a regular, right?
Because you wouldn't, you would need to have the new emails updated, like the private emails that they're signing up for.
So that would be difficult. I just wanted to add this just as a test. I just wanted to add this just as a test.
We're also running out of time, I see, but for next time, I would love to look at reports as well.
@55:10 - Veronica Sjöstrand (Assessio)
Yeah, that was actually also my plan, actually.
@55:15 - Jonathan Riis Gilmartin (sunrise.dk)
Well, the first, like the joint next time will be reports, but before that, we will have something divided where we just do like CSM marketing support sales different because you might have different use cases.
Right. Yeah. But basically, I just want to put this real quick together just to show you how quickly you can actually do this.
I'm just saying there's a one day delay before you receive an email. like the deal is closed one and then maybe you wait one day and then you could essentially you could send out an email.
We don't have it now. So I just do the frame. So here I'm not putting an email.
@55:53 - Veronica Sjöstrand (Assessio)
So I played around with the email templates in the system as well, not the marketing. Email, but the other emails.
There's another type of emails called something or other. Is it called a template? It's a template, I think.
@56:08 - Jonathan Riis Gilmartin (sunrise.dk)
I made it into a template. Okay.
@56:10 - Veronica Sjöstrand (Assessio)
Like a welcome to the customer team. Okay.
@56:15 - Jonathan Riis Gilmartin (sunrise.dk)
But then you can also insert that. We just might need to do that as a sequence, but that's a little detail.
I just want to say that you can then put in a delay. You can also put in a branch.
If they don't need to receive the follow-up email, if they did a certain thing, but most of the time here, they would need to have that email, right?
So you would say, oh, no, until for a set amount of time, and then you could say, let's say four days.
Okay. And then we can put in another email. So these flows are generally very simple. example, when you do a marketing flow, you would maybe have an option to say, do you need to receive the second email?
If you did something specific, maybe you don't, for example. If you're sending out for an event, you should do a branch and say, if they filled out this form, they shouldn't receive the second mail.
@57:08 - Marie-Louise Rasmussen (Assessio)
That's just a little detail.
@57:12 - Jonathan Riis Gilmartin (sunrise.dk)
My thing is always so complex.
@57:14 - Marie-Louise Rasmussen (Assessio)
Yeah, it's so complex. Yeah, exactly.
@57:18 - Jonathan Riis Gilmartin (sunrise.dk)
A small thing I'll just show is, and then I don't have anything else, I promise. A small thing is just, you also have the option to clone.
For example, if you have a part of your workflow you like and don't want to do the same thing, what you can do is you can say clone, this action, and all the following.
And you can then say, I just need the same thing here, right? Ah, yeah. So now I can just change the delay to seven days, and then I have a flow with one delay, one email, one delay, one email, one delay, one email.
Okay, I have a lot now. That's maybe too much. But anyhow. This is so good. Just showing you how easy that is.
That's not the hard part. The hard part is the email itself. Right.
@58:01 - Veronica Sjöstrand (Assessio)
And I have one last question, and that is actually the workflows and the thinkings around trainings, around forms or open trainings and those things.
Should maybe Freya, we have a special session for that with Marie-Louise, me and Alexander, because that kind of goes across all of our functions.
Or is that just something I should look into? Who's taking care of the kind of trainings, automation, non-recurrent? Yeah, so we did a flow for it, and we actually have done a setup for it.
@58:44 - Jonathan Riis Gilmartin (sunrise.dk)
So I think, but I just think we lost the owner of it, kind of, in the process, because I did that with Daria.
Daria, and as I understand it, Daria is not going to be here for that much longer. No. So I think we need to transfer that.
From her to someone else, because we actually did a setup for the service, for the trainings and recurring, non-recurring.
heard. Yeah. From Sweden, it would be Emilia.
@59:10 - Veronica Sjöstrand (Assessio)
I don't know if we have anyone from a kind of cross-country perspective, but I can ask her. Yeah, I don't think so either, but I also, yeah, so, no.
And it also kind of interacts with what I'm doing as well, so we could have a joint session. Yeah, I think a joint session makes sense.
@59:31 - Jonathan Riis Gilmartin (sunrise.dk)
All right, guys, I just, I need to leave now, but thank you, Jonathan.
@59:35 - Marie-Louise Rasmussen (Assessio)
Yeah, thank you.
@59:36 - Jonathan Riis Gilmartin (sunrise.dk)
And I'll put the recording on the training page, and then I'll have Lydia schedule the follow-ups. Brilliant.
@59:42 - Marie-Louise Rasmussen (Assessio)
Thank you. See you, guys. Thank you. Bye.
@1:00:00 - Veronica Sjöstrand (Assessio)
Bye.