Nurture your new customers through the first critical weeks post go-live

For HungryHungry, the first few weeks after their new customers go live are critical to their success on the platform and they want to make sure their onboarding team is doing weekly check-ins to support them during this time.

In order to facilitate this, they’ve set up time-based stages in their HubSpot onboarding pipeline and have tickets automatically move through the stages based on how many weeks it’s been since they’ve gone live.

Once they’ve been supported through those first four weeks, they’re ready to be handed off to their customer success manager. HubSpot will automatically send a notification to their Slack channel notifying the team that they have a customer ready for a handoff, and will be prompted to get that internal handoff call scheduled.

Here’s how it works:

1. Trigger the ticket-based workflow when Go Live Date is known

In this example, we’re using tickets in HubSpot’s Service Hub to manage onboarding. If you’re using deals or custom object instead, you’d want to set up that type of workflow.

⭐️ Make sure re-enrollment is turned on!

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2. Set up an if/then branch to check how many days it’s been post go-live

We’re tracking the first four weeks after the customer has gone live in this example, so we’ll create 5 separate branches:

Week 1: Go Live Date is less than 8 days ago

Week 2: Go Live Date is less than 15 days ago, and more than 7 days ago

Week 3: Go Live Date is less than 22 days ago, and more than 14 days ago

Week 4: Go Live Date is less than 29 days ago, and more than 21 days ago

Onboarding Complete: Go Live Date is more than 28 days ago

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3. For each branch, use the Set Property Value workflow action to automatically set the proper ticket status for each week

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4. For your Onboarding Complete branch, create an additional action to send a Slack notification to your team

HungryHungry’s got an awesome system to set up their team’s Slack alerts. Learn more about how to set those up here: Set up Slack alerts through HubSpot to notify teams about customer progress

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