About this template

Utilities Customer Success CRM Template helps CS teams deliver proactive support. Manage renewals, track satisfaction, and reduce churn with dashboards and playbooks.

What’s included

Boards

Accounts Board - This board helps Customer Success Managers in the utilities industry manage their client accounts efficiently. Track crucial client details such as company name, domain, industry, and the number of employees. Use the contacts and deals columns to link each account to relevant contacts and deal histories, ensuring a comprehensive view of each client relationship. This board also includes fields for headquarters location and company profile, providing a complete picture of each account.
Leads Board - Manage and track potential clients with ease. This board allows Customer Success Managers to monitor lead status, create contact records with a single click, and store essential lead information such as company, title, email, and phone number. The last interaction date helps keep track of the most recent communication, ensuring timely follow-ups and active sequences management.
Contacts Board - Centralize all contact information in one place. This board is designed to link contacts to their respective accounts and deals, providing a seamless view of all interactions. Track contact details such as email, phone, title, and priority, along with any comments or notes, to ensure personalized and effective communication with clients.
Deals Board - Streamline the management of deals from start to finish. This board helps Customer Success Managers track deal stages, owners, and values. By linking deals to relevant contacts and accounts, it offers a complete view of each opportunity. The board also includes fields for expected close dates, close probability, forecast value, and last interaction date, helping to prioritize and forecast sales activities accurately.
Tickets Board - Efficiently manage customer support tickets. This board allows Customer Success Managers to track the status, priority, and assigned team members for each ticket. With fields for due dates and detailed descriptions, this board ensures timely resolution of customer issues and enhances customer satisfaction.
Work Orders Board - Keep track of all work orders with this dedicated board. Customer Success Managers can monitor work order status, priority, and assignments, ensuring that tasks are completed on time. The board includes fields for work order IDs, due dates, and detailed descriptions, providing clear visibility into ongoing and completed work orders, thus ensuring operational efficiency.

Dashboards & Reports

Annual Target - Helps Customer Success Managers in utilities track their yearly performance against set goals, ensuring they meet annual revenue and customer satisfaction targets.
Monthly Target - Allows CSMs to break down their annual goals into manageable monthly targets, making it easier to stay on track and address any shortfalls promptly.
Average Deal Value - Provides insights into the average revenue per customer deal, helping CSMs to strategize on upselling opportunities and prioritize high-value clients.
Active deals - Forecasted Revenue - Shows the projected revenue from active deals, enabling CSMs to forecast financial performance and identify which deals need more attention to close successfully.
Deal status distribution - Visualizes the stages of all deals in the pipeline, assisting CSMs to identify bottlenecks and focus on deals that are stuck or need acceleration.
Actual Revenue by Month (Deals won) - Tracks the revenue generated from won deals on a monthly basis, helping CSMs to measure performance against monthly targets and adjust strategies as needed.
Pipeline conversion - Monitors the conversion rates at each stage of the sales pipeline, providing CSMs with insights into where improvements can be made to increase overall conversion rates.
Activity tracker - Keeps track of all customer interactions and activities, ensuring CSMs maintain regular contact with clients and follow up on important tasks.
Forecasted Revenue by month - Projects revenue on a monthly basis based on active deals, aiding CSMs in financial planning and resource allocation.
Forecasted Revenue by Stage - Breaks down forecasted revenue by deal stage, allowing CSMs to focus efforts on advancing deals through the pipeline to ensure target achievement.
Deals Stages by Rep - Displays the distribution of deal stages by each representative, helping CSMs to identify training needs and support individual reps in closing deals.
Deal Progress based on Month Added - Tracks the progress of deals based on the month they were added, enabling CSMs to identify trends and ensure timely follow-ups to move deals forward.

Automations

When new email arrives → Notify item subscribers with a message - Ensures CSMs are immediately aware of new customer communications, allowing for prompt responses and maintaining high levels of customer satisfaction.
When an email is opened → Notify item subscribers with a message - Alerts CSMs when a customer has read their email, enabling timely follow-ups to engage and move the conversation forward.
When "Create a contact" is clicked → Move the item to the Contacts board - Streamlines the process of adding new contacts, ensuring all customer information is organized and easily accessible for future interactions.
When a lead is created → Set its status to "New Lead" - Automatically updates the status of new leads, helping CSMs to quickly identify and prioritize outreach to potential new customers.
When an activity/email is created in Emails & Activities → Update the "Last interaction" date - Keeps customer interaction records up-to-date, providing CSMs with accurate timelines for follow-ups and ensuring no customer is overlooked.

Frequently asked questions

How can this CRM help me manage service requests for utility customers?

This CRM template includes dedicated boards for tracking service requests, assigning tasks to team members, and updating customers on the status of their requests, ensuring efficient resolution and high customer satisfaction.

Can this CRM help me monitor customer satisfaction in the utilities sector?

Yes, the CRM has built-in tools for collecting and analyzing customer feedback, enabling you to monitor satisfaction levels and identify areas for improvement to enhance customer experience.

How does this CRM assist with regulatory compliance in the utilities industry?

The CRM template allows you to store and organize customer interactions and service records, ensuring you have the documentation needed to meet regulatory requirements and audits.

How can I track and manage escalations using this CRM?

This CRM includes an escalation management board where you can log escalations, assign them to appropriate team members, and track their progress to ensure timely resolution.

What features does this CRM offer for improving customer retention in the utilities industry?

The CRM provides tools for tracking customer interactions, monitoring satisfaction, and identifying at-risk accounts, allowing you to proactively address issues and improve retention rates.

Can this CRM template help with onboarding new utility customers?

Yes, the CRM includes an onboarding workflow that guides you through the process of setting up new customers, ensuring a smooth and efficient onboarding experience.

How does this CRM facilitate communication with utility customers?

The CRM integrates with email and communication tools, allowing you to manage all customer communications in one place, ensuring timely and consistent follow-ups.

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