Product

The TaskRay Onboarding Team's Top Three Favorite Tools for Customer Onboarding

Written by TaskRay Customer Onboarding Specialist, Laura Pellar.

We’ll also be hosting a webinar on this same topic on Thursday, September 19 at 10am MT, sign up here!

TaskRay Onboarding Specialist, Laura Pellar, empowers new TaskRay users by guiding them through setup and configuration to maximize the value that TaskRay can provide. By the end of the TaskRay customer onboarding process, she has new users successfully running their onboarding and other projects directly from TaskRay. So which tools does Laura rely on when onboarding new TaskRay customers? Here’s her list of insider favorites!  

1. Collaboration 

With TaskRay, you can easily collaborate internally with other TaskRay users, ensuring that everyone can see how onboarding projects are progressing and can note any upcoming milestones or deadlines. Non-users can participate through our view-only functionality.  

Collaboration also extends to working with TaskRay’s customers during onboarding. Laura elaborates: “With TaskRay’s external sharing options, I use SFDC communities to assign my customers onboarding tasks. This helps ensure that they stay on schedule and also lets them know where we are in the process. I always encourage new customers to provide TaskRay licenses to their entire team so everyone has access and can view and collaborate on tasks.” 

For more on external sharing with TaskRay, check out this article

2. Plan View

“As the “Project Manager” of Taskray’s customer onboarding process, I’m a big fan of Plan View. I really love its Gantt-chart interface. I’m able to see overall project timelines, update tasks and milestones, and make drag-and-drop date changes that automatically update downstream tasks—I’m even notified if these changes create any conflicts! With long term implementations, Plan View allows me to view projects across days, weeks or even months,” says Laura. 

In addition, Plan View visualizes project baselines clearly. Users can set baselines at the beginning of an onboarding and then report on any changes along the way. This helps users stay on track and easily identify where they may be falling behind. Plan View makes it incredibly easy to create task dependencies, assign task owners, and track a task’s status.

Check out our new Template Performance View, which is great for larger, portfolio-wide  projects.

3. Task Dependencies

Speaking of dependencies, task dependencies are hugely important during onboarding projects. There are a number of tasks that can’t be completed until their predecessor is finished and well-designed dependencies in TaskRay really helps connect tasks together throughout the course of a project. 

“When I update a single task dependency in TaskRay, the rest of my tasks that are tied with that dependency automatically update. This is incredibly helpful for projects that require tasks to be completed in a prescribed order,” adds Laura.

You can learn all about task dependencies here


How to Improve your Onboarding Program though TaskRay’s Template Performance

By Sunny Harmon, TaskRay Director of Customer Success

Are you considering using the new Template Performance feature in the June 2019 release?

Reviewing performance is one of the most important aspects of a successful onboarding program. How do you drive customers to value quickly without understanding where in the process customers are successful, where they get blocked or delayed?  

While you can get this information through a combination of Salesforce reports and your TaskRay implementation, it has gotten much easier with the new Template Performance View released this June. This new view is a quick and easy way to understand performance right within TaskRay—without the need for multiple Salesforce reports. 

The TaskRay Onboarding team will be incorporating the new Template Performance feature into our internal process and we wanted to share a behind the scenes look at how we’ll do this.  

Step 1: Our “why” — we want better insights on template performance

Let’s start with the “why?”. Why should the TaskRay Onboarding Team move to Template Performance View to analyze our process? What do we hope to accomplish by using this feature? 

Internally, we offer several onboarding programs and need to understand performance across all onboarding templates and task groups in use. We also want to make informed decisions based on real data to improve these programs. And finally, we want to understand commonly overdue tasks, blocked tasks, and tasks completed ahead of schedule (in order to achieve the above goals). 

Step 2: Defining requirements and designing our own solution 

In order to justify a change in our process, we wanted a solution that tracked performance across all templates and time. It also needed include new, existing, and completed/archived projects, and as such, show performance for in-flight and completed projects. It was also important to us that we could select timeframes for reviewing performance, like specific date ranges. 

There were several solutions that could have been used to meet our requirements. Below are our definitions of what we needed, a high-level summary and the solutions we implemented. 

We first needed to define what it means for a project to be “Complete”. This definition is important because it determines when a project is set to “Complete” in TaskRay and each project must have the recently-added “Completed” checkbox to be reflected in Template Performance View. We determined that our definition of “Complete” is when a project reaches 100% Progress in TaskRay. 

Once we defined what “Complete” meant to us, we had to determine how we would mark projects as “Complete” moving forward. We had three options to choose from: 

  1. Manually check the “Complete” box on a project upon its completion (Note: the“Complete” field must be added to the TaskRay Project Layout pages for this box to appear). This is the easiest option.

  2. Import the Customer Onboarding Completion Flow - bonus you can implement the Onboarding Score to increase the reporting capabilities (We chose this one). 

  3. Create an automation based on our own definition of “Complete”. This is a more complex option. 

And finally, we had to decide how we would update all the existing projects that are completed. Similar to how we defined what “Complete” meant to our team, this step also requires deciding whether you want to see metrics for previously completed projects and if so, how you will access that information. Again, we had three options to choose from: 

  1. Do nothing and exclude all previous projects from Template Performance View. This did not meet our requirements, but is the easiest option

  2. Use the TaskRay utility which updates all projects with 100% progress with: (We chose this one). The utility marks the “Completed” checkbox as “True”  and sets the “Actual Completed Date” to the “Estimated End Date” (this was originally known as the Project End Date). 

  3. Use a data loading tool to update the above fields based on your definition of “Completed”. This is the most complex option.

Step 3: Train the team 

Even though the update to our process involves just a few minor adjustments so that projects are marked complete, training is always recommended to ensure everyone is on the same page. 

Once we’ve completed training on the appropriate aspects, the final step is creating a plan to review the metrics and determine how we’ll use them. This will be done in two ways: 

  1. Monthly reviews of all in-flight projects will help us uncover where customers might be blocked or delayed or where they are advancing quickly. Having these tactical discussions with the onboarding team will help us move customers forward and remove blockers. 

  2. Quarterly reviews of all completed projects to discuss how we can holistically improve our onboarding program. This will help us find quick wins like template modifications to account for more accurate ordering of tasks or identify areas ripe for additional training resources. 

Additionally, we can use this information to work on strategic initiatives and determine where we might create additional offerings in order to better support specific products or customer types, and review performance data. 

There are many options when implementing new June release features into your existing TaskRay workflows and I hope it was helpful to hear how we internally transitioned to use the new feature.  If you have questions on using a new feature, our support team is a great resource.

TaskRay June 2019 Release: It’s summertime and we’re making onboarding easy

We’re looking forward to summer weather in TaskRay Country and taking it easy in the Colorado sunshine. And our June 2019 Release includes new features and functionality that will help make onboarding easy, too.

So, sit back, drop an umbrella in your drink—here’s what you can expect in the June 2019 Release of TaskRay.

TaskRay Flow Templates

TaskRay’s new Flow Templates guide teams through the onboarding journey from closed/won to project creation to tracking critical customer information and beyond.

The Flow Templates include a Customer Onboarding Kickoff Flow that facilitates the creation of onboarding projects in TaskRay from Opportunity records. Users are guided through each step of project creation—from adding the right team members and tasks to noting desired outcomes for the customer—so every project starts on the right foot.

Handoff Screenshot.png



Using the same process, the Customer Onboarding Completion Flow helps gather valuable information about a customer’s desired outcomes, sentiment, and overall experience during the onboarding process. Along with a new configurable Customer Onboarding Score based on project satisfaction and on-time execution, the Flow helps enrich your organization’s understanding of customers in order to maximize their long-term success.

Onboarding Completion Flow Screenshot (1).png

Template Performance View

To the right of the My Work and All Work tabs, the Performance tab (formerly the Portfolio tab) now contains Portfolio View and a new view of TaskRay: Template Performance View.  

Screen Shot 2019-05-08 at 22.35.05.png

Template Performance View helps users and especially executives and project managers analyze the performance of TaskRay templates being used for onboarding and other processes through a set of pre-defined criteria, including:

  • Projects created from templates

  • Template project duration

  • Template trends (including blocked tasks, overdue tasks and tasks completed ahead of schedule)

TaskRay Timer
The TaskRay Timer provides an accurate method of tracking time at the task level in a stopwatch manner. The timer will allow users to start, stop and edit time on a task or checklist item. When the timer is running on a task, the timer icon will display in green for easy tracking on which tasks have an active timer.

timer resize .png


You can learn more about these new features in our Release Notes or by joining a webinar.


Release Schedule

Saturday, June 1 - Available on AppExchange
Saturday, June 1 - Automatic upgrade to Sandboxes
Saturday, June 22 - Automatic upgrade to Production

Webinars

Thursday, June 6 - 10am MST
Tuesday, June 25 - 2pm MST









March 2019 Release: Your personalized TaskRay to-do list

Our workdays are full of distractions—from last minute meeting invites, phones ringing, texts coming in, and overfilled inboxes, it can be difficult to filter out the work that needs attention and focus on getting it done.

Having an organized to-do list can be a life-saver. Having a to-do list that can be sorted by priority, due date, is personalized for your unique workload, and sends you up-to-the-minute notifications would be a game-changer.

Introducing: My Work

TaskRay’s newest view is My Work, a quick and easy distillation of all the work assigned to you, in one centralized place. No filtering necessary, just a clear to-do list that you can work through day by day. When you log in to TaskRay, you will see the new My Work tab next to the Portfolio and Work views.

My Work_Blog View.jpg

My Work removes distractions for team members and helps streamline workflow with built-in automations, like notifying the owner of a task when the predecessor task is complete (no Process Builder setup required!).

New User Notifications

Within the My Work view, we have also included more pre-built notifications to help users stay on top of exactly what work is important. Notifications include Task Assignment, Added to Team, Overdue Task, and Predecessor Task Complete. Users will see these notifications in the right sidebar.

Task notifications_blog .jpg

To find more information on all of the new features and functionality of the March 2019 release, please visit our release notes.

Release Schedule

  • Saturday, February 23 - Available on AppExchange

  • Saturday, February 23 - Automatic upgrade to Sandboxes

  • Saturday, March 16 - Automatic upgrade to Production

Webinars

Interested in other webinars? Check out our webinar schedule here. Want to get start with a free 14-day trial? Download TaskRay on the AppExchange today.  





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