Handoff from Sales to Customer Success Reps

Switching smoothly from sales to customer service can make customers happier. An efficient handoff process helps minimize the churn risk. Here is an effective Default workflow for that.

Sending Customers to the Right Person

When the sales team marks an Opportunity as ‘Closed Won’ in Salesforce, the workflow uses your routing logic to find the right Customer Success Manager for a specific segment or industry.

Making a New Case and Updating Who's in Charge

Default then makes a new Case in Salesforce for that CSM and quickly updates who's in charge of the Account. This makes sure the right person is looking after the new customer, giving a personal and efficient start by triggering welcome emails sent via CSM’s Outreach account.

Slack Notifications

To keep everyone updated, Default sends a message on Slack to the assigned CSM, giving them information on the account, case, and sale. This instant update means the CSM can start right away with all the information they need.