“My AEs are showing up to calls asking questions my SDRs already answered”

“CS is scrambling to collect information 5 minutes before an onboarding from my AEs”

Handoffs can be messy.

And a bad first impression could mean a demo gone sideways or botched onboarding.

We’ve been quietly working with a few companies on ways to improve and streamline this process. We’ll show you exactly how in a second, but first let’s examine why poor handoffs happen.

Why Bad Handoffs Happen

  1. The data someone needs doesn’t get captured in your CRM
  2. People get lazy and don’t actually make time to review data prior to a meeting
  3. Sometimes it happens so fast you don’t have time

Sometimes it's a combination of all 3!

One way we’re improving the handoff process with companies using Troops is by leveraging our any object alert builder to route information from Salesforce in a conversational environment right when they need it.

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The flow above is facilitated by an “is changed” trigger so that every time an opportunity owner is changed at a certain point in the funnel, the information an account executive needs to see is pumped into a slack channel between with them and the SDR.

Here are the trigger conditions in this example:

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The information sharing happens in near real-time so that the teams can ask for additional context while it’s still fresh which is prompted by a customizable CTA.

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Where should I send this information?

Currently, you can route these alerts directly to a new owner or a channel. If you have a consistent pod structure where 1 SDR typically works with an AE, channel may be ideal.

AND if you’re worried about still not having the data you need for the handoff process, just add the “Edit field” option on any of these alerts so someone can add in-stream so its stored on the record.

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It’s a beautiful thing!

Interested in leveling up your handoffs and more? Email scott@troops.ai and we can get you all set up

BTW here are some other interesting use cases for the “is changed filter.”

  • Forecast category has changed -> Manager
  • Amount has changed -> Manager
  • Health score has changed -> CS
  • Marketing automation signal has changed -> SDR
  • Last login has changed -> Sales/CS/SDR



Scott Britton

Written by Scott Britton

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