Maggie Hanlon for LevelUp Speaker Intro

November 30, 2022

Video Transcript

Speaker: Maggie Hanlon

Briefly introduce yourself and dive into what your session will cover.

Maggie Hanlon: Hey, my name is Maggie Hamlin. I lead the operations team at lumen health. I've been using click up since probably like day four at Loma, which is a little over 3.5 years ago. My experience of click up has really evolved over time based on my own evolution at lumen and as the scope of my responsibilities has really increased. So the goal of my session is to share tips from an operations pro, which is me and the kind of tagline is what to do as you scale your company with click up. So the goal is for the users at the session or the participants to walk away with tangible things that they should be thinking of as their companies are scaling and there click up usage is scaling and for each one of them talk about kind of how we did it and an example of like what went wrong because we did it later or like what you're really trying to avoid framing it as a positive thing. So I'll get into the three things and I have a potential fourth which will come down to the time that I have for the session. So first one, lock down your user permissions, really reducing the potential of people creating as many custom fields, as many dropdowns and options in those custom fields and customizing statuses across your click up board, especially at the space level. And then uh we have recently discovered that we have like probably hundreds of statuses, which we just didn't even realize because they all looked like they were very similar but in fact we were creating a new status with the same name just across one workspace which is really now a bigger challenge for us. The second one is to constantly evaluate the potential of your click up integration. So whether that's what slack or salesforce, there's so many balls that are in the air if you're at a growing startup or growing company and you always need to be thinking about what can click up do based on the integrations that they have that would help our organization and help our business. So you know that you have key systems put it in a list, evaluate what is most important to connect those data pipelines. For example, one of the initiatives we recently did was we integrated through the click up api with Salesforce so we can now pull in customer specific information to engineering tickets that helps our engineering team prioritize different enhancement requests and bugs and tie that into the um prioritizing certain tickets over others by giving them better and more accurate account data and reducing the need to depend on people to give them that information. Third one is to automate as much as possible. So I've been told we use a lot of automation, I'm hoping that race can pull some automation data that shows during our customer lifecycle how those automation have increased and maybe a fun fact about how many automation we use in like the last six months or something like that. But really the goal of using those automation is to help our company and our teams be more efficient and reduce a lot of the tedious work. Um that may bother people if we didn't automate that. And then the 4th one is to always be looking at your templates. So we have updated our templates a lot over the last four years but most definitely really kind of started to hone in on them over the last two. We do things like we set tasks to open with certain tags based on who is opening that task. We set custom fields by using that template to know which fields to set. So the individual isn't relied upon to set those. And then we also use automation to auto assign tickets based on some of those custom fields. We use the checklist templates that help some of those. Um and those are really to help certain teams and needs. And then the last thing we did around the templates was to set it up so that only the right people see the right template. So if our customer success teams don't need to see technical debt templates, let's not show them technical debt templates. Let's just make it really super easy for them to know what templates they even have at their availability. And then most important just in general is really think about how you can scale up your team um because it's not just scale up your time. Sorry, It's not just about the tool that you have at your disposal, but the people in the process matter a lot and um just important to think about how all three of those come together, hope you're excited.

Produced with Vocal Video