For the first annual Troops Best Workflows Contest, we challenged Troops users to: 1) share the most powerful ways their teams are using custom workflows, and 2) demonstrate the impact these workflows are having on their business.
Here, in our series of articles spotlighting the three contest-winning workflows, we’re giving you a step-by-step look at the first-prize-winning workflow that leading last-mile logistics platform DoorDash has used to save hundreds of hours for their sales managers and field reps.
We received dozens of fantastic submissions from loyal customers for our first Workflow Contest. The one that took first prize blew us away with its powerful simplicity and its concrete impact on company outcomes.
Without any coding, Royce Marcus, DoorDash’s sales enablement manager, boiled down a complicated approval process into a few clicks. Once the team started using it, reps saw their sales velocity dramatically speed up: major deals that used to take several hours to finalize now take a few minutes.
The Troops workflow increases sales velocity by helping sales managers respond to special approval requests in real time, eliminating the risk of sales stalling out or falling between the cracks.
Royce was kind enough to give our co-founder, Scott Britton, a quick video walk-through of how he built his prize-winning workflow. But before we dive into the mechanics behind the workflow, here’s the story of how Royce came to build it.
Convoluted approval flows were making everyone’s job harder
Every time a deal required exclusivity, a sales rep needed to get manager approval. Thanks to the increasing growth of both team and sales volume, this approval flow was a tangled mess of inefficiencies.
Here’s what happened on the sales’s rep’s side:
- The sales rep notified their regional manager (typically by email, private Slack message, or text message) that they needed approval on an exclusive agreement.
- The sales rep waited for their manager to respond to the request. If the manager was in a meeting or out of the office, it took hours or even days for a response. If they didn’t receive a timely reply, sales reps had to follow up with managers (and no one likes to start a message with “just checking in”).
- Once the manager saw the rep’s request, the rep spent time communicating customer details and working with the manager to evaluate the business potential of offering exclusivity.
- After getting manager approval, the rep had to circle back and reconnect with the merchant to keep the conversation flowing toward closing the deal.
On the manager’s side, the approval flow was just as convoluted:
- Managers received several approval requests every day. Their smartphones buzzed nonstop with email and text notifications, which distracted them from other projects that needed managers’ attention.
- Because the reps sent requests through different channels (e.g., Slack, email, and Chatter), it was tough for managers to keep track and stay organized.
- Once they received a request, managers had to hunt down customer records in Salesforce, take time to discuss the terms of the special deal with the rep, and record notes and outcomes in Salesforce. The managers performed these tasks in a variety of apps and communication channels.
All this for a simple yes or no answer. It’s no wonder that this process was slowing reps down and preventing them from closing deals.
Royce Marcus to the rescue
As sales enablement manager for DoorDash, Royce Marcus is responsible for building the DoorDash sales tool stack and optimizing those tools. His goal is to return value to sales reps’ days so they can spend more time selling and less time doing desk work.
Imagine him as the sheriff of Salesville: he hunts down time-stealing, sales-slowing processes and gives them the boot.
The confounding exclusivity approval flow was a problem made for Royce Marcus. His trusty weapon? Troops.
How Royce leveraged Troops + Salesforce to simplify approvals
Royce decided to automate the approval process by aggregating the right information from Salesforce and delivering it to the right people at the right time using Troops. He dubbed the workflow “Exclusivity Requested.”
First, he went into Salesforce and added two simple fields as checkboxes in lead records:
- Rep requested
- Manager approved
When a rep updates a lead’s record in Salesforce, they can click the “rep requested” checkbox and add notes if they have a special request requiring manager approval.
Troops then alerts the manager with a notification in Slack:
Without leaving Slack, the manager sees that “Rep X needs approval on the following deal,” along with the lead record’s details and notes.
Each Slack notification includes action options: “Yes, I approve,” “Not Approved,” and “Need more details.”
The manager selects an action, and the Salesforce record immediately updates. Then, Troops alerts the sales rep with a notification of the manager’s decision.
How Royce's Troops workflow has saved DoorDash time (and won them major deals)
Since adopting the Exclusivity Requested workflow, DoorDash regional sales managers and their teams have seen significant time savings: around one-and-a-half workdays per month, per regional manager.
“[Before Troops], this process was very manual,” Royce says. “There are a lot of things managers have to look through, they get interrupted, they have to go back—there’s a lot of very trivial back-and-forth communication to iron out the details.”
The approvals are just one arm of DoorDash’s Troops workflows. Royce told us DoorDash is also seeing the benefits of reps using Troops in the field.
DoorDash’s workflow walk-through
Royce’s contest-winning workflow is so simple that anyone can have similar results in their sales organization.
Watch the video below, and build your own approval-request workflow using the step-by-step guide.
Royce built two workflows for each regional team: "Approval requested" and "Approval granted."
Here are the steps Royce took for Workflow 1, “Approval requested:”
Note: before you create this workflow, you’ll need to add checkbox fields to your lead records in Salesforce.
- Set the Condition Group: Use a yes/no condition for checkbox fields in Salesforce. Royce also includes a fail-safe with a “false” condition if the manager has not approved a request or hasn’t responded yet.
- “Merchant signed with Exclusivity” = Yes
- “Exclusivity verified?” is FALSE (fail-safe)
- Select the Cross-Object Filters for notifications: Send all exclusivity request notifications to a dedicated Slack channel. In DoorDash’s case, they have a request channel set up for each regional manager. That way, they’re in the same place, and the manager doesn’t have to hunt around multiple channels to find the requests. It also adds a layer of public accountability: since all requests go to the same channel, it’s easy for everyone to see if there’s a backlog of requests.
- Owner: (Manager) of lead = Manager name
- Recipients: Select “Individuals or Channels” and write in the sales managers’s request channel name
- Select the Salesforce fields to include in the message: Use the most relevant fields in the message (e.g., Opportunity Name, Opportunity Notes) so the manager has enough information to evaluate the request. Royce adds a little bit of personality by sprinkling emojis and jokes into the default messages.
- Create Action buttons: These actions will update the lead record in Salesforce.
Royce says he limits the number of actions a sales manager can take because he wants to be sure the manager knows they are taking powerful action.
Here are the steps for building Workflow 2, “Approved:”
- Select the Condition Groups: This will indicate what conditions Troops should look for when the Salesforce record is updated. If the “Exclusivity Verified?” checkbox is checked, it will trigger the approval notification.
- “Exclusivity verified?” is TRUE
- Select the Cross-object Filter: The cross-object filter refines any criteria related to the conditions. In this case, the opportunity owner’s (i.e., sales rep’s) manager needs to be the one who verifies exclusivity.
- Select the Recipients: As in the previous workflow, Troops sends the notification to the regional manager’s Slack channel, so all communications about exclusivity requests happen in the same place.
- Create the Message: Troops tags the opportunity owner’s name in the message. The notification also includes important fields from the Salesforce record.
- Tag opportunity owner
- Select Salesforce fields
- Create Action buttons: The action button in the “Approved” notification moves the opportunity to the next stage in the sales process.
Now that Royce has created the workflows shown above, there’s no need for managers to go into Salesforce every time a rep has an approval request : It all happens in Slack.
Expert takeaways to help companies scale using Troops
In Royce's opinion, fast-growing companies can benefit from using Troops because it helps automate the processes essential to growth.
If your company is scaling up, Royce suggests using a simple rubric for evaluating a process:"It used to be easy to do X, but now that we're growing, it's super painful."
If you find a workflow isn't working anymore, it doesn't necessarily mean it's broken. After all, it helped you reach the next stage of growth. But it can probably be automated.
Use Troops to simplify automation and ensure that your people have all the information they need at the right time.
What kinds of sales enablement pains will Royce use Troops to solve next?
Congratulations, Royce, on your first-prize win—and thanks for sharing your wisdom with other Troops users!
Speed up your team’s sales velocity with Troops custom workflows
As demand increases, sales teams need to make rapid decisions on deals without having long, thought-out discussions. They also need to communicate their decisions.
Troops helps automate the process of getting the right information to the right person. With our platform, reps can make a quick decision and keep a deal moving in the right direction.
In a few simple steps, you can approve special deals with big clients in a snap.
See the advice our other contest winners have for making teams more efficient:
Second place – Allison August from Slack : “DSR Requests Notification” workflow
Third place – Joshua Mann from WeWork: “Inventory Holds Released Notification” workflow