At Troops, we are on a mission to make business software more human. With this mission in mind, we’ve had many customer conversations to determine how our product could further embody our ethos by making work easier and helping our customers improve performance, visibility, and productivity.
One thing we learned is that our customers want to understand, monitor, and iterate on the value they get from Troops
So how should you be thinking through assessing whether Troops is ‘working’ the way it should and delivering value?
There are three core themes at play here:
- Are Troops workflows firing as you expect?
- Are workflows helpful to your team?
- Key actions from the workflow or outside of Troops
- Indicating that they appreciate the information (emoji reactions, threads, etc.)
- Initiating conversation to drive deals forward
- Is Troops helping your team solve a key business problem in a measurable way?
Our newest product release, Troops Analytics, is designed to give you a clear picture of how your teams are using Troops.
With Troops Analytics, you can assess current usage, address problem spots (e.g., poorly thought out or superfluous workflows), adjust usage based on these insights, and ultimately leverage Troops in a way that maximizes business impact
Before you get started, let’s go through how Analytics helps you do this.
The Workflows tab gives you a comprehensive view of all the ‘actionable workflows’ that are being sent out to your team. An ‘actionable workflow’ is an alert that allows you to update Salesforce right from Slack.
The Workflows page’s main purpose is to give you visibility into which workflows have the greatest or least adoption across your organization. For example, the workflows being used most may provide valuable insight as to other ways that you could use Troops to automate or improve similar processes. Conversely, you can easily identify and eliminate the workflows that do not drive value for your team.
You can filter the Workflows tab by different categories including a time frame, Salesforce Records, Team Workflows, Tags, or Recipients. For example, filtering by time frame allows you to see the changes in the adoption/utility of certain workflows over time to help pinpoint why it may or may not be working well.
The Actions page allows you to dive deeper into your team’s workflows and assess how often people are using action buttons. Action buttons offer Troops users the ability to complete specific tasks (usually involving updating Salesforce) right from Slack. Learn more about Actions here.
When Troops customers create workflows, they frequently overestimate the number of actions an end-user will want to execute. As a result, many of your workflows may have action buttons that actually hinder the user experience, create confusion, and detract from how helpful the workflow could be.
Troops Analytics allows you to assess the performance of not only the workflow but the Actions themselves.
Using the Actions page, you can see:
- The best and worst-performing Actions (so you can remove or revisit Actions that aren’t used)
- Users who are not following set processes (e.g., not updating relevant fields)
- The most frequently updated fields (e.g., to compare them to critical forecasting fields)
The Troops Analytics Leaderboard provides you with a holistic view of how each individual team member is interacting with Troops.
Why is this important? There is likely a wide range in the level of familiarity and experience your team members have with Troops! Some are power users with a clear handle on how to get the most out of Troops, while others may be new and a little confused by the bot called ‘Troops’ that keeps urging them to do things via Slack. The Leaderboard is here to shine a light on this problem by providing you with user-specific information.
With the Leaderboard, you will have a clear picture of how each person is using Troops so you can pinpoint who is using it most effectively, educate teammates who may be struggling, and adjust your team’s workflows accordingly. Ideally, this feature will empower you to administer Troops in a way that brings delight and value to each and every person on your team, all while improving overall performance, visibility, and productivity.
Troops Analytics makes it simpler for you to understand, monitor, and iterate upon your team’s Troops usage. You will gain a clear understanding of the business challenges Troops is helping you solve and more insight on where your best future opportunities for workflows may be.
Troops Analytics is one of the many steps we are taking to make business software more human. We look forward to seeing how Troops Analytics improves your experience with Troops!
Go here to get started.