Customer Success Function

Purpose: This document defines the internal operational logic of the Customer Success 📋 Function. It governs the process of receiving and resolving client feedback and issues during the post-handover and warranty period.

Why This Matters

This 📋 Function is dedicated to managing the client experience after project completion, ensuring a systematic and professional approach to all post-handover support. It provides a centralized system for tracking client issues from reception to resolution, which is critical for maintaining high client satisfaction and fostering long-term loyalty. Strategically, it transforms client feedback into a valuable data asset for improving service quality and identifying common product or service issues. For the support team, it ensures no request is lost and provides clear data on team performance and resolution times.

The Big Picture

Architecturally, this 📋 Function is activated during the warranty phase of a 🧊 Project. It is built around the 🧊 Customer Success Ticket as the standard object, which can be created automatically from external channels like a Zalo support account. Each ticket serves as a case file for a client’s request. To manage the internal work required for a resolution, 🧊︎ Resolution Task sub-objects are created and assigned to technical staff. This structure separates client communication (managed in the ticket) from the internal work needed to solve the issue (managed in the tasks).

OBJECT TYPES & WORKFLOWS

1. 🧊 After Care (Standard Object)

Process Description: Manages the overall post-project relationship with a client, including scheduled check-ins, warranty support, and identifying potential new sales opportunities (upsells).
Example: “After-Sales Care for Sarah & Michael Westbrook”.

Workflow
Status Details
Data Fields

After-sale Care Workflow

      ┌──> SUPPORT
      │
ACTIVE ───┤
      │
      └──> UPSELL OPPORTUNITY
      ↓
   DORMANT → CLOSED

Status	Business Logic	Advanced Settings
1. ACTIVE	The client is under warranty or in a period of active monitoring. Regular check-ins are scheduled and performed. This is the default state.	Automation: The `Schedule & Trigger Recurring Check-ins` rule is active.
2. SUPPORT	The client has an active support request or issue that needs resolution.	Transition Permissions: CS Agent. Condition: A `🧊︎ Support Ticket` sub-object should be open.
3. UPSELL OPPORTUNITY	A potential new sales opportunity has been identified during a check-in. This status is shown in the video.	Automation: Can trigger a notification to the original Sales Representative in the `Sales & CRM` `⏹️ Space`.
4. DORMANT	The active warranty and check-in period has ended. The client is now in a long-term, low-touch monitoring phase.	Transition Permissions: CS Agent, CS Manager.
5. CLOSED	The relationship with the client has formally ended (e.g., they sold the property). The record is archived.	This is a terminal status.
Markdown

Group	Field Name (Type)	Notes
Core Information	`Customer` (Object Connection)	Links to the original `Sales & CRM/🧊 Customer` Object.
	`Project` (Object Connection)	Links to the completed `Project Management/🧊 Project` Object.
	`Status` (Status)	The current state of the after-sales relationship (e.g., `ACTIVE`, `UPSELL OPPORTUNITY`).
Relationship Management	`Assigned Agent` (User)	The Customer Success agent responsible for the client (e.g., Grace).
	`Next Check-in` (Date)	The date of the next scheduled follow-up.
	`Last Check-in` (Date)	A record of the most recent completed check-in.
	`Customer Health` (Select)	A qualitative assessment of the client’s satisfaction (e.g., Healthy, At Risk).
	`Feedback` (Rich Text)	A space to log notes and direct feedback from the client.
Linked Project Data	`Project Type` (Text, Lookup)	Pulled from the linked `Project` Object (e.g., “Residential Full Home Renovation”).
	`Project Manager` (User, Lookup)	The manager of the original project.
	`Warranty End Date` (Date, Lookup)	A critical date pulled from the `Contract` or `Project` for tracking support eligibility.

2. 🧊 Customer Success Ticket (Standard Object)

Process Description: Manages a single client request or issue from the moment it is received until it is fully resolved and closed.
Example: “Ticket #CS101: Kitchen cabinet hinge requires adjustment”. “Ticket #CS102: Feedback on living room paint color”.

Workflow
Status Details
Data Fields

Ticket Workflow

OPEN → IN PROGRESS ↔ PENDING RESPONSE → RESOLVED → CLOSED
          ↓
       CANCELLED

Status	Business Logic	Advanced Settings
1. OPEN	A new ticket has been created and is awaiting assignment to a Customer Success agent.	Automation: Notifies the CS team manager or queue about a new unassigned ticket.
2. IN PROGRESS	An agent has been assigned and is actively working on a resolution for the client’s issue.	Transition Permissions: Assigned CS Agent.
3. PENDING RESPONSE	The agent has responded to the client and is awaiting further information or confirmation.	Automation: Can send an automatic reminder to the client after a set number of days.
4. RESOLVED	A solution has been provided to the client, and the agent believes the issue is fixed.	Automation: Can automatically move the status to `CLOSED` if the client does not reply within a set timeframe (e.g., 7 days).
5. CLOSED	The ticket is officially closed and archived. No further action is expected.	This is a terminal success status.
6. CANCELLED	The ticket was withdrawn by the client or deemed invalid.	This is a terminal failure status.

Group	Field Name (Type)	Notes
Core Information	`Ticket ID` (Auto-number)	A unique, sequential identifier for the support ticket.
	`Subject` (Text)	A brief summary of the client’s issue.
	`Status` (Status)	The current stage of the ticket in its lifecycle (e.g., `OPEN`, `IN PROGRESS`).
	`Parent After-Sales Care` (Object Connection)	Links the ticket back to the main client relationship Object.
Details & Classification	`Description` (Rich Text)	The full, detailed description of the issue provided by the client.
	`Category` (Select)	A category to classify the ticket type (e.g., Electrical, Plumbing, Furniture, Warranty Claim).
	`Priority` (Select)	The urgency of the ticket (e.g., Low, Medium, High, Urgent).
	`Attachments` (Files)	Allows for uploading photos or documents related to the issue.
Assignment & Timeline	`Assigned Agent` (User)	The CS Agent responsible for resolving the ticket.
	`Date Created` (Date/Time)	An automatic timestamp for when the ticket was created.
	`Date Resolved` (Date/Time)	An automatic timestamp for when the ticket status is changed to `RESOLVED`.
Resolution	`Resolution Notes` (Rich Text)	A final summary written by the agent explaining how the issue was resolved.

OBJECT RELATIONSHIPS

Relationship	Type	Description
`🧊 After-Sales Care` → `🧊 Customer`	Reference	Each after-care record is linked to the master `Customer` object, providing a single source of truth for client information.
`🧊 After-Sales Care` → `🧊 Project`	Reference	Each record is linked to the specific `Project` that was completed, giving the CS team full historical context on the work performed.
`🧊 After-Sales Care` → `🧊︎ Support Ticket`	Parent-Child	Each after-care record can have one or more `Support Ticket` sub-objects to manage specific client issues or warranty requests.
`🧊︎ Support Ticket` → `🧊︎ Resolution Task`	Parent-Child	For complex issues, a single `Support Ticket` can be broken down into multiple actionable internal `Tasks` to coordinate the resolution.

AUTOMATIONS

You can open this canvas view for better readability

Within-Function
Cross-Function
Cross-System

These rules operate within the Customer Success Space to ensure proactive and consistent client relationship management.

Sequence	ID	Rule Name	Trigger	Action	Description
2	ICS-01	Schedule & Trigger Recurring Check-ins	Create: `🧊 After-Sales Care`	Send Message: `🧊 After-Sales Care` Chat	When an `🧊 After-Sales Care` Object is created, the system automatically schedules future check-ins. On the scheduled date, it notifies the assigned CS agent. [cite_start]e.g., “@Grace 2nd check-in: It’s time…” [cite: 1272]
4	ICS-02	Generate Periodic Health Report	Time-based: Monthly	Update: `🧊 After-Sales Care`	A monthly automation aggregates data (e.g., support tickets, check-in notes) to update a `Customer Health` field (e.g., Healthy, At Risk) for proactive monitoring.

This rule describes how the Customer Success function is initiated by the Project Management team.

Sequence	ID	Direction	Rule Name	Trigger	Action
1	CF-09	`Incoming`	Create After-Sales Care Object	Status Change: `Project Management/🧊 Project` to `COMPLETE`	[cite_start]A new `🧊 After-Sales Care` Object is automatically created in the `Customer Success` `⏹️ Space` and assigned to the responsible CS agent, Grace. [cite: 1247]

These rules connect the Customer Success function with external platforms for client feedback and support.

Sequence	ID	Rule Name	Trigger	Action	Description
3	CS-10	Send CSAT Survey	Time-based: 30 days after `Project` is `COMPLETE`	API Call: Email / Survey Tool	The system automatically sends an email to the client with a link to a Customer Satisfaction (CSAT) survey to gather feedback on the completed project.
5	CS-11	Create Support Ticket from Email	Webhook: Email received at support@laika.com	Create: `🧊︎ Support Ticket`	When a client sends an email to the support address, an integration automatically parses it and creates a new `🧊︎ Support Ticket` sub-object under their `🧊 After-Sales Care` Object.

WORKVIEWS & DASHBOARDS

Workviews
Dashboards
Filters

Workview	Description
1. Ticket Kanban Board	A board view showing all `🧊 Customer Success Tickets`, organized in columns by their status.
2. Resolution Task List	A detailed list view of all `🧊︎ Resolution Tasks`, filterable by assignee and due date.

Widget	Description
1. Ticket Resolution Time	A chart showing the average time it takes to move a ticket from `NEW` to `RESOLVED`.
2. Tickets by Type/Priority	A pie chart breaking down the volume of tickets by their type (e.g., Warranty Claim, Feedback) and priority.
3. Average CSAT Score	A scorecard widget displaying the average Customer Satisfaction score based on survey responses.

Filter	Criteria
1. Unassigned Tickets	`Status` is `NEW`.
2. Overdue Tasks	`Status` is not `DONE` AND `Due Date` is in the past.

ROLES, PERMISSIONS & NOTIFICATIONS

Roles
Permissions
Notifications

Role	Description
CS Staff	The primary user who communicates with clients, manages tickets, and creates resolution tasks.
Head of CS	Manages the CS team, handles escalated tickets, and monitors team performance via dashboards.
Technical Staff	The user assigned to `Resolution Tasks` (e.g., a technician or designer) who performs the work to fix an issue.

This 📋 Function uses Scheme 3 - Moderate Permissions.

View 🧊 Object: Only users assigned directly to the Object can view it.
Update 🧊 Object: Only users assigned directly to the Object can update it.

This 📋 Function uses Scheme 2 - Notify Related People.

All notifications are sent only to the users directly assigned or involved in an object.

What’s Next?

Project Management Function: Review the function that manages the project during the construction and handover phases, which precedes the warranty period managed here.

Introduction

Flagship Casestudy

Common Solutions

Advanced Techniques

Why This Matters

The Big Picture

OBJECT TYPES & WORKFLOWS

1. 🧊 After Care (Standard Object)

2. 🧊 Customer Success Ticket (Standard Object)

OBJECT RELATIONSHIPS

AUTOMATIONS

WORKVIEWS & DASHBOARDS

ROLES, PERMISSIONS & NOTIFICATIONS

What’s Next?

​Why This Matters

​The Big Picture

​OBJECT TYPES & WORKFLOWS

​1. 🧊 After Care (Standard Object)

​2. 🧊 Customer Success Ticket (Standard Object)

​OBJECT RELATIONSHIPS

​AUTOMATIONS

​WORKVIEWS & DASHBOARDS

​ROLES, PERMISSIONS & NOTIFICATIONS

​What’s Next?

Why This Matters

The Big Picture

OBJECT TYPES & WORKFLOWS

1. 🧊 After Care (Standard Object)

2. 🧊 Customer Success Ticket (Standard Object)

OBJECT RELATIONSHIPS

AUTOMATIONS

WORKVIEWS & DASHBOARDS

ROLES, PERMISSIONS & NOTIFICATIONS

What’s Next?