cal-itp / customer-success

Customer service and CRM tasks and related code

Customer Success

This repository contains tasks and requests for Customer Success and the Cal-ITP CRM, Hubspot. Customer Success is a Cal-ITP function that provides transit agencies with the resources and technical assistance they need to take advantage of Cal-ITP's various services. Typically, this is done through proactive outreach (campaigns) with customers and reactive customer support (support tickets). The CRM is a crucial tool managed and maintained by the Customer Success team. The CRM ensures that the Cal-ITP team has a reliable database of contact information, communication history, workflows, shared inboxes, reports, and more.

About the Repo

This repo aims to track all tasks related to Customer Success. You can find all form templates below to create a new issue. Each issue is assigned an OKR that is tracked in our projects tab to ensure the work being performed by the Customer Success team is in line with the broader goals and mission.

Template Form	Description
Feature Request Form	Add new features for the CRM.
New User Request Form	Request CRM access for a new user.
Property Request Form	Request a new property in the CRM.
Question Request Form	Ask a general question about the CRM.
Reporting Request Form	Request a new CRM metric and or report.
Deals Pipeline Request Form	Request a new deals pipeline in the CRM.
CRM Record Update Form	Request a record update to the CRM (Use Internal Support Pipeline)
Cohort request form	Request a transit agency be added to the cohort list
Outreach Campaign Request Form	Request the Customer Success team conduct an outreach campaign on a specific subject matter
Batch Email Request Form	Request the Customer Success team to send out a batch email to transit agencies or vendors

Resources

Customer Success Resources

Customer Success Philosophy

Account Manager One-Pager

Customer Success Documentation Catalog

Menu of Services

CRM Resources

CRM Guide

Hubspot 101 Slidedeck

customer-success's Issues

USER STORY TEN

As a GRaaS Program Manager/Data Services Lead/ODS Program Manager, have all members external communication automatically absorbed into the CRM, so that we can optimize agency and engagement with CAL-ITP initiatives

USER STORY TWO

As a GRaaS Program Manager, I want to assign tickets to transit agency partners (i.e. multiple managers at one agency),so that other GRaaS Program Manager can see agency level perspective on email traffic across workstreams and ensure no communication is lost

USER STORY FOUR

As a GRaaS Program Manager, I want to have equal authorization across team member, So that I can have an archive of notable information and lessons learned

USER STORY SIX

As a GRaaS Program Manager, I want to have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that all team members have an understanding of the agency relationship and who the last point of contact was.

USER STORY TWENTYTHREE

As the the Data Assessment Manager, I want operator/vendor contracts or contracts knowledge, so that we can offer agencies resources at the appropriate time.

As the MDIP Product Manager, I want to be able to batch-update roles or properties based on a query of existing attributes, so that I can reduce the time it takes to assign roles/properties, thus increasing the likelihood they will remain up to date.

USER STORY EIGHT

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that we can actively maintain and build upon relationships regardless of governing or staffing changes

As a GRaaS Program Manager, I want to have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that all team members have an understanding of the agency relationship and who the last point of contact was.

USER STORY FOURTEEN

As the ODS product manager, I want to be able to assign/tag specific individuals at organizations as the responsible contact for MDIP (or ODS or GRaaS), so that they are always included in communications about MDIP.

USER STORY THIRTYTHREE

As Payments, I want to develop and utilize info desk canned responses, so that our team saves time from answering similar questions.

As the MDIP Product Manager, I want to send a batch email with key fields filled out based on the contact’s organization name and role, so that I don’t have to individually copy/paste dozens/hundreds of emails together, risking many errors.

As a GRaaS Program Manager, I want a directory of relevant agency employees captured and managed in the CRM, so that I don’t need to spend time researching information CAL-ITP has.

USER STORY TWENTYFOUR

As the the Data Assessment Manager, I want operator/vendor contracts or contracts knowledge, So that there can be coordinated and strategized communication and relationship building during agencies procurement phase.

USER STORY TWENTYFIVE

As the the Data Assessment Manager, I want to have knowledge of the other CAL ITP teams that have interacted with different vendors, so that good will is cultivated amongst agencies and that our efforts are connected and buildable from other teams conversations and interactions

USER STORY TWENTY

As the ODS Product Manager, I want to identify the potential appropriate contacts for transit providers or vendors in our database who might be interested in signing on to the mobility interoperability data principles (MIDP), so that we can build visible support for the MIDP and put pressure on the vendor ecosystem to move more towards interoperability.

USER STORY FIVE

As a GRaaS Program Manager, I want (re:CRM visualization) equal authorization across team members, so that all team members can update agency status in real time and not rely on single authorized user.

USER STORY TWENTYNINE

As a Hello@ and Support@ Responder, I want to have equal authorization across team members, so that email communication is visible and consistent to all responders.

USER STORY SIXTEEN

As a GRaaS Program Manager, I want to export all contacts at each agency, so that multiple relationships and teams are alerted to communication and updated accordingly.

USER STORY THIRTEEN

As the MDIP Product Manager, I want to send a batch email with key fields filled out based on the contact’s organization name and role, so that I don’t have to individually copy/paste dozens/hundreds of emails together, risking many errors.

As a GRaaS Program Manager/Product Engineer, I want to have equal authorization across team member, so that I can seamlessly transfer agency relationship ownership.

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that future employees can seamlessly integrate into their roles.

USER STORY ELEVEN

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM and is associated with the correct agency, so that we can avoid repetition and continue building relationships with the agency

As a GRaaS Program Manager, I want to batch email transit operators, so that we can quickly share information about the program and recruit new partners.

As a GRaaS Program Manager, I want to assign tickets to transit agency partners (i.e. multiple managers at one agency), so that other GRaaS Program Manager can see agency level perspective on email traffic across workstreams and ensure no communication is lost

USER STORY ONE

As a GRaaS Program Manager, I want to assign tickets to multiple CAL-ITP team members, so that tickets are completed in a timely manner + team is aware of communication

USER STORY TWENTYSIX

As the the Data Assessment Manager, I would like to batch export agencies names, contacts, contact name and email, so that I can quickly alert agencies to new GTFS quality reports.

USER STORY SEVENTEEN

As a GRaaS Program Manager, I want a directory of relevant agency employees captured and managed in the CRM, so that I don’t need to spend time researching information CAL-ITP has.

As the ODS product manager, I want to be able to assign/tag specific individuals at organizations as the responsible contact for MDIP (or ODS or GRaaS), so that they are always included in communications about MDIP.

As a GRaaS Program Manager, I want to assign tickets to multiple CAL-ITP team members, so that tickets are completed in a timely manner + team is aware of communication

USER STORY SEVEN

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that future employees can seamlessly integrate into their roles.

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM and is associated with the correct agency, so that we can avoid repetition and continue building relationships with the agency

USER STORY NINE

As a GRaaS Program Manager/Data Services Lead/ODS Program Manager, I want to have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that we can coordinate communication internally amongst unique work streams working with the same participants.

USER STORY TWENTYONE

As a GRaaS Program Manager, I want to store multiple related agency contacts, so that we can seamlessly interact with multiple levels of bureaucracy.

As a GRaaS Program Manager, have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that we can actively maintain and build upon relationships regardless of governing or staffing changes

USER STORY TWELVE

As a GRaaS Program Manager, I want to batch email transit operators, so that we can quickly share information about the program and recruit new partners.

USER STORY THIRTYFOUR

As any CRM User, I would like the tool to be accessible 99.5% of the time, so that I am not inhibited in using it.

USER STORY NINETEEN

As a GRaaS Program Manager, I want to have a management process for when agencies cease to exist/merge/contracted with an transit providers or vendors/pause, so that time isn’t spent emailing orgs that no longer exist.

As a GRaaS Program Manager/Data Services Lead/ODS Program Manager, have all members external communication automatically absorbed into the CRM, so that we can optimize agency and engagement with CAL-ITP initiatives

As a GRaaS Program Manager, I want (re:CRM visualization) equal authorization across team members, so that all team members can update agency status in real time and not rely on single authorized user.

USER STORY FIFTEEN

As the MDIP Product Manager, I want to be able to batch-update roles or properties based on a query of existing attributes, so that I can reduce the time it takes to assign roles/properties, thus increasing the likelihood they will remain up to date.

USER STORY TWENTYEIGHT

As the the Data Assessment Manager, I would like to create differentiated agency lists based on which agencies have received dated improvement reports, so that I can follow up on report “deadlines” and assess where an agency is at with improvement and what additional resources are needed in order to accomplish report’s findings.

USER STORY EIGHTEEN

As a GRaaS Program Manager, I want to have a management process for when agencies cease to exist/merge/contracted with an operator/pause, so that we can keep them up to date with offerings, updates and other communication

USER STORY THREE

As a GRaaS Program Manager/Product Engineer, I want to have equal authorization across team member, so that I can seamlessly transfer agency relationship ownership.

USER STORY THIRTYTWO

As Comms/Outreach, I want to generate differentiated lists based on certain attributes, so that communication that is only sent to the agencies it is relevant to.

USER STORY THIRTYONE

As Comms/Outreach, I want to track when agency contracts are up, so that we can offer our products at a relevant time.

As a GRaaS Program Manager, I want to export all contacts at each agency, so that multiple relationships and teams are alerted to communication and updated accordingly.

USER STORY TWENTYTWO

As a GRaaS Program Manager, I want to automate a follow up response, so that agencies that haven’t responded receive reminders.

USER STORY THIRTY

As Comms/Outreach, I want to know which transit agencies have received grants, so that we can reach out if CAL ITP has products that align with that funding.

USER STORY TWENTYSEVEN

As the the Data Assessment Manager, I would like to create differentiated agency lists based on their last data assessment, So that I can best determine which agencies should be prioritized in the coming month.

As a GRaaS Program Manager/Data Services Lead/ODS Program Manager, I want to have all members external (emails, notes, call logs) communication automatically absorbed into the CRM, so that we can coordinate communication internally amongst unique work streams working with the same participants.