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.
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 |