Overview
SmartMoving's Automated Task Follow-up Rule Configuration System allows you to streamline processes by setting up custom task follow-up creation sequences. These automations trigger based on specific events, helping sales teams stay on top of tasks so that they provide excellent customer service. In this guide, we will walk you through configuring automated follow-up task creation in SmartMoving.
A Note About Lead Routing and Task Follow-Up Automation:
Lead routing can also trigger a task follow-up automation process. While these processes won't inherently conflict, it's important to note that if a sales manager wants both lead assignment and task follow-ups scheduled, they will need to configure both rulesets accordingly.
Use Cases
Here are some practical use cases for task follow-up automation:
Create tasks for salespeople related to new lead follow-up: Use the 2+1 method to ensure quick task follow-ups with new leads.
Create tasks related to estimate follow-up: Apply the 5X method to set up task follow ups after an estimate is sent, aiming to close the deal.
Out-of-office reassignment: Reassign task follow-ups to another salesperson if the primary one is unavailable.
Step-By-Step Guide
Step 1: Manage Business Hours Prior to Creating a Rule
If your task follow-up automation relies on time-sensitive triggers, configure your company's business hours:
1. Go to Settings > Company Settings > Business Hours.
2. Set your business's operating hours to avoid follow-ups being scheduled outside of working hours.
Note: If no hours are configured, the system defaults to an 8 AM - 5 PM schedule.
Step 2: Access Task Follow-Up Automation
1. Go to the Settings icon in SmartMoving.
2. Navigate to the Sales tab.
3. Select Follow-Up Automation.
Step 3: Create a New Automation Rule
Once task follow-up automation is enabled, you can start creating rules:
1. Click on Add Rule.
2. Name your rule (e.g., "Follow up on estimate").
3. By default, new rules are set to "off." Turn it on when ready to activate.
4. Click the arrow to begin configuring the details of the rule.
Step 4: Configure Triggers
Triggers define the event that initiates a task follow-up. Here are some common trigger options:
When an opportunity is booked.
When a deposit is made.
When an estimate is sent.
When a lead is assigned or reassigned.
When a customer views their customer portal.
Choose the appropriate trigger based on when you want the task follow-up sequence to begin.
Step 5: Add Conditions
Conditions narrow down when the automation applies. These can be customized using AND/OR logic:
AND Logic: All selected conditions must be met (e.g., lead is assigned, and opportunity type is interstate).
OR Logic: The automation applies if any of the selected conditions are met (e.g., lead is local or interstate).
Conditions options:
Branch: Select from the branches you have in SmartMoving.
Destination State/Province: Select a U.S. state or Canadian province.
Opportunity Status: Select from list (i.e. new lead, lead in progress, booked, etc.).
Opportunity Type: Select local, interstate, or intrastate.
Origin State/Province: Select a U.S. state or Canadian province.
Referral Source: Select a referral source from the list.
Salesperson: Select from the team members you have in SmartMoving.
Service Type: Select from the list (i.e. packing, moving and packing, moving, etc.).
Time of day: Set follow-ups to be created during specific business hours.
UTM Key: Select a UTM type and then input the key.
Note: You cannot mix AND/OR conditions within the same rule.
Step 6: Configure Follow-Up Actions
Actions define what happens when the trigger conditions are met. For task follow-ups, you have multiple options:
Email: Creates a task to remind a salesperson to send an email.
Call: Creates a task to remind a salesperson to make a phone call.
Text: Creates a task to remind a salesperson to send a text message.
Other: Creates any other custom task.
SmartMoving also provides static (currently not editable) templates based on industry standards:
2+1 Method: Designed for leads, this method schedules follow-ups for salespeople at 4 hours, 1 day, and 1 day 6 hours after the trigger.
5X Method: Used for opportunities, this method reminds salespeople to follow up five times, typically after an estimate is sent.
To create a custom sequence:
1. Choose the type of task follow-up (call, email, text).
2. Set how soon after the trigger the task follow-up should occur (e.g., 4 hours, 1 day).
3. Add up to 10 task follow-ups in a sequence.
Step 7: Save and Test
Once you've configured the automation, save your rule. We recommend creating a sample lead or opportunity that matches the conditions set in your automation. Doing this will test the automation by triggering it to ensure it works as expected.
SmartMoving records when an automation creates a task follow-up in the Activity section of the Sales screen within an opportunity. This allows users to verify that the rule is functioning correctly.
Additional Considerations
Rule Execution Order
Rules are executed in the order they’re created unless you reorder them. You can drag and drop rules to prioritize more critical ones, making sure conflicts are avoided.
Handling Conflicts Between Rules
In cases where follow-ups are triggered (e.g., a 2+1 follow-up sequence), the system checks to see if a lead has already been converted or handled before continuing with further actions. This avoids redundant actions like unnecessary reminders to make follow-up calls or emails.
Duplicating and Deleting Rules
If you want to test different settings or adjust your routing strategy, SmartMoving allows you to easily duplicate or delete rules as needed.
Conclusion
SmartMoving’s automated task follow-ups provide an efficient way to manage your sales pipeline and ensure timely communication with prospects and customers. By leveraging triggers, conditions, and actions, you can automate many manual tasks, saving time and improving conversion rates.