User set-up instructions can be found here.
Sequences are one of the main features of Outreach. Users can create a series of touchpoints in order to communicate and automate their workflows. We currently have two types of sequences. Master and personal. Master sequences are created to be shared and used across teams. Personal are for your own use.
Naming convention for master sequences include the following:
|Example:||MASTER - HIGH - Just Commit - NORAM|
When creating a new master sequence or shared event sequence, please tag marketing ops on the issue for QA review prior to enabling it. The sequence is reviewed to ensure it has the correct rulesets, tags, collections, throttles, variables and other settings. Personal sequences do not need to be reviewed unless you wish to have an additional pair of eyes on it.
You may choose the best delivery schedule and ruleset applicable to your goals. You may choose whether or not others can see and use your sequence or if you would like to keep it private. All sequence must have Throttle's enabled. This helps to stagger the volume of prospects moving through a sequence at one time. It is necessary to help prevent users from hitting the email provider's mailing limits. If you have too much volume this may result in you being kicked out of your email inbox by our provider. Max adds per user every 24 hours are to be set up to 75. If you need to request special sequence settings please reach out to Marketing Operations with your use case.
Collections are an easy way to group sequences, snippets, and templates that get assigned to user groups for easier access.
Examples associated to our SDR groups include our
SDR Inbound 2020 and
2020 Events collections.
You may request new collections by opening an issue in the Marketing Operations Project.
The current meeting templates will sync to an SFDC event.
|Meeting Type||Use Case||Notes|
|IQM (30)||For qualified prospects being sent from the SDR team to Sales to determine next steps with GitLab.||If no template is selected in the drop down this is the default meeting type used.|
|Discovery Call (30)||To be used as an intro call for potential clients and qualify their needs.|
|Evaluation Orchestration Call (25)||A deeper dive into a potential clients needs.||25 minute evaluation.|
|Evaluation Orchestration Call (45)||A deeper dive into a potential clients needs.||This is a longer duration at 45 minutes rather than 25.|
|Pricing Call (25)||This is for potential clients who want to know about GitLab pricing. May also be used for renewal discussion with current clients.|
Outreach is able to sync some custom information about these meetings into events including:
||If using a template the subject line is provided as the
||If using a template the
||The zoom link associated to the meeting.|
||Date and time the meeting is booked for.|
||Date and time the meeting ends.|
||This is the person who is attending the meeting.|
||Who the meeting is assigned to.|
||When booking meetings you can associate the event to an open opportunity.|
||This displays the name of the meeting template used for the meeting.|
||If you book a meeting on someone else's behalf this displays the name of the person who booked it.|
||The last known sequence name will be brought over into this field.|
||The Source field will display one of two values (App or Sync) so that you can distinguish whether a meeting was booked through Outreach or if it was booked prior to connecting with Outreach and retroactively synced back to SFDC.|
||Outreach can not delete events in SFDC. If a meeting is deleted within Outreach it will check the
|Outreach.io Call Disposition||Notes|
||The correct contact actully picked up the phone and you had a conversation with the contact|
||You were able to reach the voicemail for the correct contact and you left a message on their machine or with their Personal Assistant|
||You were able to reach the correct contact through a company directory but it kept ringing. You reached the contacts voicemail but their voicemail was not set up so you could not leave a message|
||Get a busy tone when calling|
||The phone number is not valid|
||The wrong person answered the phone number that you had for this contact and it is the wrong persons phone number (They were not a personal assistant). They didn’t take a message for the correct person or give helpful information|
||The wrong person answered the phone and it is the wrong persons phone number (They were not a personal assistant). They took a message for the correct person/gave you the correct number for the contact|
||You got through to the voicemail but the voicemail was for someone other than the person who you were trying to contact. Or the person was not listed in the company directory and you were calling the companies main number|
Outreach is not meant for mass communications nor bulk email sends it is intended for very targeted account and prospect communications. The Outreach platform is directly integrated to the GitLab Gmail account and each users email is linked through OAuth therefore all activity in Outreach has the potential to impact the IP reputation of the GitLab domain with all major email services providers.
Create your SFDC report and save it into the
Unfiled Public Reports folder.
Navigate to the ⚡Quick Actions button and choose
Prospects Salesforce Report
Step 3: Next you will review the mapping of the above 4 fields in the Outreach plugin. These usually auto-populate if Outreach can determine the correct field.
Step 4: On the next screen you will be prompted with more fields. To prevent from overriding important data please select the following:
Use owner from data
Use stage from data
Start Import button on the next screen.
Outreach stages are a 1:1 match with SFDC Status. The rulesets help push prospects along into the correct stage/status based on their actions. This eliminates the need for triggers to match status to stage.
Outreach will make updates based on these scenarios. Triggers fire in order of operation.
|Trigger Name||Prospect Conditions||Account Conditions||Trigger Actions|
|00 - Inactive Contact and Lead||Inactive Contact or Lead Checkbox is True||Stop All Sequences|
|01 - Community Queue||Owner is Community Queue||Stop All Sequences|
|02 - Set Nurture Status Reason||Stage is
|03 - Set Unqualified Status Reason||Stage is
|04 - Set Bad Data Status Reason||Stage is
Outreach will automatically merge and delete lead, contact, and account information based on those actions taking place in SFDC. Outreach checks for these data changes in SFDC once a day.
If a lead or contact is currently in an active sequence Outreach will let that lead or contact finish the sequence. This allows the SDR to complete their outreach if working on a duplicate prospect. Once a prospect has been marked as finished. The next time Outreach looks for changes in SFDC it will merge or delete the prospect accordingly.
Prospects that get deleted in Outreach live in the recycle bin until permanently deleted. Both Sales Enablement and Marketing Operations have the ability to remove leads from this recycle bin and bring them back into Outreach if there is ever a scenario that requires this action.
Marketing Ops will be responsible for pausing and locking sequences owned by former team members and for deleting tasks owned by former team members. The MktgOps team will also be responsible for monitoring and cleaning the SAL's and AE's unused sequences and overdue tasks, as necessary. Procedure for the former team members clean up process is as follows:
Former Team MemberOutreach team. This instruction has been added to the deprovisioning template.
Sort & Filterfunction of Outreach to track tasks and sequences owned by members of the
Former Team Membersteam. Tasks can be outright deleted, sequences deactivated and locked. Instructions for locking sequences below.
Former Team Membersteam that are being used by current GitLab team members, change ownership of the sequence to a current team member. MktgOps users are preferred, but change to a team member using the sequence where appropriate.
SDRs are asked by SDR Leadership to periodically remove their older, unsued and inactive sequences from view and use. To qualify for clean up, a sequence needs to meet these criteria:
Outreach sequences are a useful source of a/b testing data for customer responses, so the best course of action is not to outright delete sequences. Instead, follow these steps:
Sort & Filterview, select the checkbox on all applicable sequences
Congrats! You've just helped keep Outreach as a tidy tool for yourself and your teammates. Reward yourself with a tasty treat, if desired.