Welcome to ProcessCoach! Let’s get started!
So you just purchased ProcessCoach and are ready to start using it. Note that you’ll be hearing from your personal Client Account Manager (CAM) soon to schedule a ProcessCoach Intro Call. In the meantime, if you want to get started on your own, here’s what you need to know:
There are four major sections of ProcessCoach that you need to understand.
Plays
“Play” in ProcessCoach is another word for “process” or “SOP.” You have a process in your business that is taking up time and effort that could be spent helping your customers and growing your business. That’s why you decided to choose ProcessCoach in the first place, right? So now that you’re about to create your first ProcessCoach play, you start asking yourself questions: What is the play designed to do? What is the goal? What is the output?
You also ask more practical things like, “What things have to be done in the first step before you can move to the second step?” In other words, what are the prerequisites for each step?
In the screenshot above, you’ll see the Robosource environment, which includes several active Plays. When you click on “Plays” as a new user, you should see six plays that come standard with every ProcessCoach subscription. They are:
- Customer On-Boarding
- Employee On-Boarding
- Performance Management
- Invoice Processing
- Running Payroll
- SWOT Analysis
Go click on one of the names. You should see something like this:
Click on the “Edit” button on one of the versions (red arrow above) to edit this Play.
Now, this right out of the box, this Play is only a starting point. You’ll need to edit it to fit with your organization. To do this, click on a step and change the information to fit your organization. Click the “Configure” button to add things like important data or to use Assets or Tools (more on that later). You can modify these things in the various tabs on the right-hand side of the screen. Add steps using the “Add Step” button, and delete unneeded steps by clicking the red trash can button on the step.
The key to writing a good step is to think about what it would be like to tell that step to a human who knows nothing about the process. The bot does not know anything about the process either. For example, if you want to confirm that a new customer is in your CRM, you want to think like you’re talking to a human rather than a computer program. So your instructions for confirming new customers in CRM would go something like “Gather new customer name, go to CRM and do a search for the account by the customer name. If not found, gather customer information (name, e-mail, phone) and add them as a new customer.” You’re telling ProcessCoach what information to look for and where to go to look for it, just like you would a coworker
Once you feel like your play is ready to be tested, click “Save” in the upper right hand corner. Then, you’ll need to publish your new version of the play by clicking the small up-arrow at the end of the correct version’s row. Now, you could test your play, but first, we need to set up Job Descriptions.
Job Descriptions
The Job Descriptions section is how you tell ProcessCoach who should be doing what in your plays. When you’re creating each step in your play, an essential thing to consider is which member of your organization will need to perform the step. This may be obvious, as in the Robosource case, the Client Account Manager is the person performing the client onboarding. But what if you include a step about billing, or troubleshooting a system bug? If it’s not obvious, think about who benefits most from automating this process. Who’s time will be freed up?
When you go to Job Descriptions on the green side menu, you’ll see something similar to the above screenshot. To modify or give more details to a specific Job Description, click the pencil button on that card. If you need to add a new Job Description, click the “+ Add Job Description” button in the top right corner of the screen.
Here you’ll see all the information you need about who is in a particular Job Description. To run a play, you first need to make sure that each Job Description that is used has at least one associated name. Here, you’ll see that user kendra.beutler@robosource.us is the selected user for HR Rep. Any steps in a play that are assigned to HR Rep will be sent to Kendra.
But what if you have more than one user? Assigning only one person to each job description is certainly simpler, and necessary for smaller organizations that don’t have options. For the HR Rep at Robosource, we only have Kendra listed. But what if Kendra is on vacation or out sick? You can and likely will want to assign more than one person to a Job Description. You’ll need to be clear about who will need to do that step within that job description, and you can make edits to the play as necessary.
If you don’t add an “Assignment Strategy” (see red arrow above), ProcessCoach will just rotate between any users listed. But if you need to have more control, go to the Assignment Strategies section. Here you can say things like, “Kendra should be the HR Rep during the first business week of each month. After that, choose Harry.”
On this screen, you also see a section for Tools. More about that later, but this is where you can give specific Job Descriptions permission to use different Tools.
Tools
When you click on “Tools” in the green side menu bar, you’ll get to our Tools Marketplace. To use Tools, think: what tools do I have or would you use to complete the step? ProcessCoach can integrate with a number of other software tools and platforms, and we’re constantly building that list So how do you use all the software tools at your disposal to complete the play?
That depends on the subscription plan that you’re on. On the screenshot above, you can tell how many Tools you’re paying for in the upper-right corner “Active Tools.” Here you can see that I have 3 Tools available to use. To use a Tool, click on it and fill in the needed information to configure it. Some of this information will need to come from the actual Tool you’re using, like HubSpot here:
If you don’t know how to find this information, contact your CAM for help. Setting Tools up is a bit tricky at first.
What do you use Tools for? Once you have a Tool activated, ProcessCoach will start automating Play steps for you. If you have a step in your Play that says, “Go add the new client into HubSpot,” once the HubSpot Tool is activated, ProcessCoach will start doing that for you. Tools take some time to get set up correctly, but they are powerful once you have them working.
Assets
Assets are a way to store company-wide information in ProcessCoach. When running each step of a Play, ProcessCoach will prompt you for information needed to complete the step, (and these prompts will come in both ProcessCoach and via email). However, there may be additional documentation that would be helpful to the owner of each step to better complete their portion. Again, think of what a new person in the department in their first week on the job and what information would they need to complete their step in the play? This is what you use an Asset for. Assets may be FAQ’s, sales numbers, financial statements, or anything that might help inform a decision. There’s an opportunity to create assets from the green side menu, and then you can reference those Assets when configuring each step.
You’ll see in the example above that there are 3 Assets listed. You can specifically ask a Play to refer to an Asset on a step of the play. For example, we added a step “Send FT Off-Boarding Email to Leaving Team Member.” If I want a specific example of the email, I just need to ask my AI assistant. It will pull up the information from the Asset.
Use Assets to store information that you might need across many different plays, even information specifically about your company. There are many ways to use Assets.
Once you’ve published a play and filled out the corresponding Job Descriptions, Assets, and Tools (if needed), you are ready to hit “Start New Run” on the Play page. Your tasks will not only come through email, but will show up on the “My Tasks” tab in the green side menu.
Happy automating, and please reach out to your CAM any time you have questions!
