{"id":5934,"date":"2021-08-25T08:00:46","date_gmt":"2021-08-25T08:00:46","guid":{"rendered":"https:\/\/www.process.st\/help\/docs\/managing-customer-success\/"},"modified":"2025-07-28T11:19:06","modified_gmt":"2025-07-28T11:19:06","slug":"managing-customer-success","status":"publish","type":"ht_kb","link":"https:\/\/www.process.st\/help\/docs\/managing-customer-success\/","title":{"rendered":"Managing Customer Success in Process Street"},"content":{"rendered":"<p>There are many ways that <a href=\"https:\/\/www.process.st\/\">Process Street<\/a> can help you manage customer success workflows; including onboarding new <a href=\"https:\/\/www.process.st\/templates\/client-onboarding-for-a-marketing-agency-80\/\">clients<\/a>, implementing new products, managing <a href=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist-7\/\">customer support<\/a>, prompting account expansion, increasing retention, and preventing\u00a0<a href=\"https:\/\/www.process.st\/templates\/reduce-churn-3\/\">churn<\/a>.<\/p>\n<p>In addition to workflows, <a href=\"https:\/\/www.process.st\/help\/docs\/pages\/\">Pages<\/a> allow you to document, store and share your team&#8217;s process and operational knowledge. Pages sit in the same library as your workflows, so standalone documentation can live alongside interactive workflows.<\/p>\n<p>Whatever the industry or business sector you work in, or whatever your role, we have some fantastic resources to help you and your customers.<\/p>\n<p>Check out some great examples in our webinar with <a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" rel=\"noopener\">Salesforce<\/a>, and discover how they use Process Street for Client Success.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/BuP8pADSOs0\" width=\"100%\" height=\"406\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\">\ufeff<\/span><\/iframe><\/p>\n<h2>Workflow templates<\/h2>\n<p>We have hundreds of ready-made, ready-to-use workflow templates that you can access when you&#8217;re logged into Process Street.<\/p>\n<p>Start from your <a href=\"https:\/\/www.process.st\/help\/docs\/library\/\">Library<\/a>\u00a0and click the &#8220;<strong>New<\/strong>&#8221; button then select &#8220;<strong>Workflow<\/strong>&#8221; to open the template gallery.<\/p>\n<p>We have a category for Customer Success and you can also use the search box to look for more workflow templates. Hit your space bar in the search box to scroll through all the templates.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-11858\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/02\/CS-onboarding-in-gallery.gif\" alt=\"\" width=\"100%\" \/><\/p>\n<p>Learn more about the <a href=\"https:\/\/www.process.st\/help\/docs\/template-gallery\/\">workflow template gallery<\/a> and using workflow templates.<\/p>\n<p>You can also <a href=\"https:\/\/www.process.st\/help\/docs\/getting-started\/\">build your own workflows<\/a> from scratch, by clicking &#8220;<strong>New Blank Workflow<\/strong>&#8221; from inside the template gallery.<\/p>\n<h2>Customize your workflows<\/h2>\n<p>You can <a href=\"https:\/\/www.process.st\/help\/docs\/editing-templates\/\">edit<\/a> and build lots of extra features into your workflows. This not only helps streamline how your processes (and therefore how your workflow runs function) but also lets you collaborate more effectively with customers and colleagues.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\">Task Assignments<\/a>\u00a0\u2013 Assign specific individuals or groups to any task in your process<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/role-assignments\/\">Role Assignments<\/a>\u00a0\u2013 Assign tasks based on a role instead of a person<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/stop-tasks\/\">Stop Tasks<\/a>\u00a0\u2013 Enforce the order of tasks and streamline hand-offs<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/task-permissions\/\">Task Permissions<\/a>\u00a0\u2013 Customize who can see which tasks<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/dynamic-due-dates\/\">Dynamic Due Dates<\/a>\u00a0\u2013 Create automated and adaptable timelines<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\">Approvals<\/a>\u00a0\u2013 Set up approval flows anywhere your process requires sign-off<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/user-permissions\/\">Permissions<\/a>\u00a0\u2013 Decide who can see, run, edit, or build any workflow<\/li>\n<\/ul>\n<h2>Create saved views for reporting<\/h2>\n<p>You can create saved views for each of your customers, for key processes and for your team in your <a href=\"https:\/\/www.process.st\/help\/docs\/reports\/\">Reports<\/a> area.\u00a0This allows you to quickly find any workflow runs that you need and check in on where you&#8217;re at with any of them.<\/p>\n<p>For example, you can:<\/p>\n<ul>\n<li>Monitor the progress each client has made in your onboarding process<\/li>\n<li>Track how many customer support tickets your team is handling<\/li>\n<li>Review any customer feedback forms that have been submitted<\/li>\n<li>Check how many account reviews you have in play<\/li>\n<li>Create client-specific views where you&#8217;re managing different processes for them<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-10533\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/02\/reports-saved-view.png\" alt=\"\" width=\"100%\" \/><\/p>\n<p>One great way to create views like this is to select one workflow from the dropdown menu in your <a href=\"https:\/\/www.process.st\/help\/docs\/reports\/\">Reports<\/a> area. In the example above we&#8217;ve used our Customer support process.<\/p>\n<p>Another way to create views like these is to set a <a href=\"https:\/\/www.process.st\/file-naming-conventions\/\">naming convention<\/a> for your workflow runs, which will allow you to search and filter them when creating saved views.<\/p>\n<p>For example, you could use the convention that you always include the <em>client name<\/em> or <em>client reference<\/em> <em>number<\/em> as part of your workflow run name.<\/p>\n<h2>Pages<\/h2>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-11588\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/02\/Pages-example-min.gif\" alt=\"\" width=\"100%\" \/><\/p>\n<p>You can create and share <a href=\"https:\/\/www.process.st\/help\/docs\/pages\/\">Pages<\/a> with your whole team, free. They can be invited as <a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-free-member\/\">Users<\/a>\u00a0to your organization, and granted access to either view only or create and edit your Pages.<\/p>\n<p>Better still you can <a href=\"https:\/\/www.process.st\/help\/docs\/link-pages-to-workflows\/\">link to Pages from your workflows<\/a> and from your workflows to Pages, for easy access.<\/p>\n<h2>Sharing &amp; collaborating with customers<\/h2>\n<p>You can easily <a href=\"https:\/\/www.process.st\/help\/docs\/sharing\/\">share<\/a> workflows, workflow runs and <a href=\"https:\/\/www.process.st\/help\/docs\/pages\/\">Pages<\/a> with customers and <a href=\"https:\/\/www.process.st\/help\/docs\/invite\/\">invite them<\/a> to work with you on them, or view them.<\/p>\n<p>This is useful when you would like them to review or sign off on a process you&#8217;re working on together, fill out details in a workflow run, or have them read your terms and conditions.<\/p>\n<p>Learn more about which option to choose and how you can <a href=\"https:\/\/www.process.st\/help\/docs\/collaborate-with-guests-and-people-outside-your-organization\/\">collaborate with customers,<\/a> as well as the various ways that you can share your processes with them.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/rqCOz5haWmQ\" width=\"100%\" height=\"406\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" data-mce-fragment=\"1\"><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\">\ufeff<\/span><\/iframe><\/p>\n<p>For some use cases, your customers will need to be part of your organization (a <a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-full-member\/\">Builder<\/a>, a <a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-free-member\/\">User<\/a>\u00a0or a <a href=\"https:\/\/www.process.st\/help\/docs\/guests\/\">Guest<\/a>\u00a0to view your workflows and workflow runs, or Pages.<\/p>\n<p>In other cases, they don&#8217;t need a Process Street account to complete tasks or workflow runs. These users are classed as &#8220;<a href=\"https:\/\/www.process.st\/help\/docs\/anonymous\/\">Anonymous<\/a>&#8221; and they can only interact with your workflow runs in a very limited way.<\/p>\n<h2>Extra resources<\/h2>\n<p>You&#8217;ll find some great advice on a variety of subjects in our <a href=\"https:\/\/www.process.st\/blog\/\">Blog<\/a>. We&#8217;ve collated some of these below which we recommend you check out, not just for the great content but because many of them include bonus workflow templates that you can use.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.process.st\/customer-engagement\/\">Customer Engagement<\/a>: How to Keep Your Customers Hooked Throughout the Sales Cycle<\/li>\n<li><a href=\"https:\/\/www.process.st\/marketing-communication-mix\/\">Marketing Communication Mix<\/a>: How to Build Strong Connections with Your Customers<\/li>\n<li><a href=\"https:\/\/www.process.st\/customer-experience-measurement\/\">Customer Experience Measurement<\/a>: How to Gain CX Insight &amp; Reach the Aha!<\/li>\n<\/ul>\n<h3>Customer success<\/h3>\n<ul>\n<li>How To Ace Your <a href=\"https:\/\/www.youtube.com\/watch?v=RVVOf0H4mjo\">Client Implementation<\/a><\/li>\n<li>Revitalize Your Customer Success Team: How to give <a href=\"https:\/\/www.youtube.com\/watch?v=sRINaCc9GtI\">World-Class Service<\/a><a href=\"https:\/\/www.youtube.com\/watch?v=RVVOf0H4mjo\"><br \/>\n<\/a><\/li>\n<li>14 Top SaaS Companies Reveal Their <a href=\"https:\/\/www.process.st\/customer-success-process\/\">Customer Success Process<\/a><\/li>\n<li>8 Account Management Workflow Runs for <a href=\"https:\/\/www.process.st\/account-management\/\">Long-Term Customer Success<\/a><\/li>\n<li>7 Customer Success Integrations That Let You <a href=\"https:\/\/www.process.st\/customer-success-integrations\/\">Focus on Retention<\/a><\/li>\n<li>How to Unlock the <a href=\"https:\/\/www.process.st\/customer-success-automation\/\">Secret to Customer Success: Automation<\/a><\/li>\n<\/ul>\n<h3>Customer support<\/h3>\n<ul>\n<li>What is Customer Support? <a href=\"https:\/\/www.process.st\/customer-support\/\">How to Improve Your Support Team<\/a> (17 Free Processes)<\/li>\n<li><a href=\"https:\/\/www.process.st\/customer-support-engineer\/\">What is a Customer Support Engineer?<\/a> And How to Know if You Need One<\/li>\n<li>A SaaS Owner\u2019s Guide to <a href=\"https:\/\/www.process.st\/customer-support-process\/\">Managing Your Customer Support Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/saas-customer-support\/\">SaaS Customer Support<\/a>: The 4 Moments of Truth<\/li>\n<\/ul>\n<h3>Customer success case studies<\/h3>\n<ul>\n<li>How <a href=\"https:\/\/www.process.st\/case-study-wodify\/\">Wodify<\/a> Uses Process Street to Onboard Employees and Manage Customer Success<\/li>\n<li>How <a href=\"https:\/\/www.youtube.com\/watch?v=BuP8pADSOs0&amp;t=285s\">Salesforce <\/a>uses Process Street for Client Success<\/li>\n<\/ul>\n<p>Below are even more workflow templates that you can use for a variety of Client onboarding and Customer support processes.\u00a0Click on &#8220;Edit checklist&#8221; to create a copy of these workflow templates in your organization.<\/p>\n<h3>Client onboarding workflow templates<\/h3>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/client-onboarding-for-a-marketing-agency\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/client-onboarding-for-criminal-law-firms\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/client-onboarding-for-financial-planners\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/high-touch-client-onboarding-for-saas-companies-5\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/client-intake-session-checklist-2\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<h3>Customer support workflow templates<\/h3>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist-2\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/daily-customer-service-duties-4\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/customer-feedback\/\" width=\"100%\" height=\"600\" frameborder=\"0\" data-mce-fragment=\"1\"><\/iframe><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are many ways that Process Street can help you manage customer success workflows; including onboarding new clients, implementing new products, managing customer support, prompting account expansion, increasing retention, and preventing\u00a0churn. In addition to workflows, Pages allow you to document, store and share your team&#8217;s process and operational knowledge. Pages sit in the same library [&hellip;]<\/p>\n","protected":false},"author":11,"template":"","meta":{"_acf_changed":false,"available_plan":"All plans","available_product":"Workflows","footnotes":""},"ht_kb_category":[161],"ht_kb_tag":[402,403,404,378,224],"class_list":["post-5934","ht_kb","type-ht_kb","status-publish","hentry","ht_kb_category-general","ht_kb_tag-churn-prevention","ht_kb_tag-client-success","ht_kb_tag-customer-success","ht_kb_tag-onboarding","ht_kb_tag-support"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/5934","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb"}],"about":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/users\/11"}],"version-history":[{"count":3,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/5934\/revisions"}],"predecessor-version":[{"id":9111,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/5934\/revisions\/9111"}],"wp:attachment":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/media?parent=5934"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb_category?post=5934"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb_tag?post=5934"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}