Stay on Top of Customers with Overdue Onboarding Tasks in HubSpot

In a perfect world, customers would complete every onboarding task on time (or even early). But sometimes, customers fall behind and need a little extra nudge or support to stay on track.

This report helps you quickly identify customers with overdue tasks on their Arrows onboarding plans, so you can step in and provide the guidance they need to succeed.

Here’s how to set it up in HubSpot.

Step 1: Create the Report

1. Go to Reports > Reports > Create Report
2. Select Single Object Report
3. Choose Tickets (or Deals if that’s where you manage onboarding)

Step 2: Apply Filters

To focus on overdue onboarding tasks, set the following filters:

• Arrows Overdue Tasks: Is greater than 0
• Pipeline: Onboarding Pipeline (or your relevant pipeline)

These filters ensure you’re only seeing active onboarding plans with overdue tasks.

Step 3: Add Data to the Report

Include the following properties (or any other that are relevant) to make your report actionable:

• Arrows Current Task Name (the specific task causing the delay)‍
• Arrows Current Task Due Date (the due date of the overdue task)
• ‍Arrows Current Task Assignee (who is responsible for the task)‍
• Arrows Time on Task (how long they’ve been working on the current task)‍
• Ticket Owner (or Deal Owner)
• ‍Ticket Name

Step 4: Configure the Visualization

1. Chart Type: Select the Unsummarized Data Table
2. Add all the selected properties as columns

This table will give you a clean, actionable list of customers with overdue tasks, alongside task details and ownership.

Step 5: Set up Conditional Formatting

Within the report editor, click on Chart settings, and then configure whatever thresholds you want to represent customers that need to be flagged. Here's an example of the thresholds I set up for the Time on Task property:

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Step 6: Add to Your Dashboard

Save the report and add it to your HubSpot onboarding dashboard to make it easily accessible for daily or weekly reviews.

How to Use This Report

This report gives you a clear, actionable list of customers who need support. You can:

• Filter by Ticket Owner: See which customers each team member is responsible for.
• Prioritize Outreach: Focus on customers with the most overdue tasks.
• Review During Standups: Use this report in daily or weekly meetings to align on which customers need immediate attention.

By staying on top of overdue onboarding tasks, you can:

• Proactively guide customers to success.
• Reduce delays in onboarding.
• Improve overall customer satisfaction and time-to-value.

Keep Customers on Track with Overdue Task Reporting

With this report, your team will always know which customers are falling behind and where they need support. Set it up today to take a proactive approach to onboarding success!

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