SAC 360º - Creating funnel/pipeline

What is a Funnel/Pipeline in SAC 360?

A funnel or pipeline is a visual representation of the customer service flow. It shows the stages a customer goes through from the first contact to the resolution of their problem or request. In the context of SAC 360, a well-defined pipeline helps monitor the progress of each interaction, identify bottlenecks, and ensure that all requests are handled efficiently and promptly.

Benefits of a Well-Structured Funnel/Pipeline

1. Visibility and Control: With a well-defined funnel, the service team can easily view the status of each request, allowing for tighter control over the progress of interactions.

2. Identification of Bottlenecks: By monitoring the different stages of the pipeline, it is possible to identify where delays occur and take corrective actions to optimize the service flow.

3. Prioritization of Requests: With a clear pipeline, it is easier to prioritize the most urgent requests and ensure that no interaction is neglected.

4. Continuous Improvement: Continuous analysis of the pipeline allows identification of opportunities to improve service processes, resulting in more efficient and satisfactory customer service.

Step by step on how to create the funnel/pipeline in SAC 360

Within SAC, go to the gear below and click it to access the settings:

If you use Kanban mode, the settings are in this area:

When opening the settings, go to "Funnel/Pipeline" and create a new funnel.

The first question will be about the funnel name, what you want to call it, in the example case "Test +"

After creation you will see the following screen of your funnel, so let's create a stage:

When creating, the following will be required:

1. The funnel name which is required

2. It will be positioned at the beginning or end of the Kanban ordering

3. Change the service color in case the customer responds

4. Primary color of your card

When creating one or several stages, they will be in the "In funnel" area

Okay, but what does this change?

Previously, your Kanban view was as follows:

And with the pipelines created, it is showing all the cards where you can drag the services:

My team prefers list mode

No problem, within list mode you can also use pipelines as statuses:

Remember that it is possible to use automations for stage changes.

Strategies for Creating a Funnel/Pipeline in SAC 360

1. Mapping the Service Process

To create an effective pipeline, map the entire customer service process. Identify all the stages a request goes through from the first contact to resolution. These stages may include:

• Request Reception

• Initial Triage

• Assignment to the Responsible Party

• Follow-up

• Resolution

• Customer Feedback

This is an example of how it can be done.

Team Training

Once the pipeline is configured, it is crucial to train the service team to use the new structure effectively. Ensure everyone understands the pipeline stages and how to use SAC 360 tools to monitor and manage requests.

Conclusion

Creating a funnel/pipeline in SAC 360 is a powerful strategy to improve customer service. With a well-defined structure, it is possible to ensure faster, more efficient, and more satisfactory service. By following the steps described in this article, your company will be prepared to offer high-quality service, increasing customer satisfaction and loyalty.