If you’re managing customer relationships, you know the drill: tasks and follow-ups slip through the cracks, and before you know it, you’re scrambling to recover. This guide is for Customer Success folks who want a real system for assigning and tracking customer tasks in Custify—without turning your day into a checklist nightmare.
I'll walk you through what actually works, what’s just busywork, and how to avoid getting lost in yet another tool. If you want to keep promises to your customers (and your sanity), read on.
1. Get Your Custify Account Ready
Let’s not waste time: If you’re not already set up in Custify, do that first. You’ll need:
- A live account with access to the dashboard.
- Your customer data synced (from your CRM, product, or spreadsheet).
- Team members added with the right permissions.
Pro Tip: Don’t try to onboard your whole company at once. Start with your core team. You can always add more folks later when you know what’s working.
2. Understand How Tasks Work in Custify
Before you dive in, get a grip on what Custify calls a “task.” In Custify, a task is basically a to-do item connected to a specific customer. You can assign it to yourself or anyone on your team, set a due date, and add notes.
Here’s what you should know:
- Tasks are visible on customer profiles—so you always see what’s pending when you check an account.
- You can’t automate everything. Custify has automation, but not every follow-up should be a robot’s job.
- Tasks are for real actions. Don’t use them for reminders like “check in someday.” If it’s not specific, it’ll just clutter your view.
3. Assigning Tasks: Step-by-Step
Let’s get your first task up and running.
Step 1: Navigate to the Customer Profile
- Go to the Customers section.
- Search for or click on the customer you want.
- The profile page is your home base for all things related to that customer.
Step 2: Add a New Task
- Find the “Tasks” widget or section (usually on the right or in a tab).
- Click “Add Task” (sometimes just a plus sign).
Fill out: - Title: Make it actionable. “Send onboarding email,” not “Email.” - Description or Notes: Add context. What’s the goal? Any links or files? - Due Date: Don’t make everything “ASAP.” Be realistic. - Assignee: Pick yourself or the right team member.
Step 3: Save and Notify
- Hit Save.
- If needed, ping your teammate in Slack or email—Custify can notify assignees, but don’t assume everyone checks their app notifications.
What to ignore: Don’t bother setting up recurring tasks unless you truly have a repeatable process. Most recurring tasks become ignored background noise.
4. Tracking and Following Up
Tasks only help if you follow up. Here’s how to keep things from falling through the cracks.
Use the Task List View
- Find the “Tasks” or “My Tasks” section in Custify’s sidebar.
- Filter by “Open,” “Overdue,” or by assignee.
- Sort by due date to see what’s urgent.
Best Practices:
- Check your task list daily. Don’t let overdue tasks stack up.
- Update status as you go: Mark as “Done” or add comments if you need to hand off.
- Don’t let tasks pile up. If you have more than 10 open tasks, something’s off. Re-prioritize.
Pro Tip: At your weekly team meeting, review open and overdue tasks for high-value customers. Skip the low-value busywork.
5. Automating Task Creation (When It Actually Helps)
Custify lets you set up automated tasks—like creating a follow-up after a customer hits a milestone. But be careful: automation is best for things you really do every time, not one-off situations.
How to Set Up Automated Tasks
- Go to the “Playbooks” or “Automation” section.
- Create a new rule (e.g., “When customer completes onboarding, assign follow-up call to CSM”).
- Set the conditions and actions.
- Test it—don’t unleash a broken workflow on your team.
When to Automate:
- Onboarding steps: Like scheduling a call after signup.
- Renewal reminders: Assign tasks 90 days out from contract end.
- Churn risk: If a health score drops, assign a check-in task.
When Not to Automate:
- Relationship-building: Anything that needs a personal touch.
- Unique customer requests: Don’t build a rule for every oddball situation.
Honest take: Automation is tempting, but if everything’s automated, nothing feels urgent. Use sparingly.
6. Collaborating as a Team
Assigning tasks is half the battle. The other half is making sure your team actually does them—and communicates.
Tips for Team Collaboration
- Assign, don’t assume. If you want someone to do something, assign it.
- Use comments on tasks for hand-offs or clarifications. Keep details in Custify, not scattered across email.
- Review tasks together. A five-minute standup reviewing key tasks beats a long report every time.
Watch out for: Over-assigning. If everyone gets CC’d on every task, nobody feels responsible.
7. Measuring What Matters (and What to Ignore)
It’s easy to get pulled into reporting rabbit holes. Here’s what actually matters:
- Task completion rate: Are important tasks getting done on time?
- Follow-up consistency: Are you following up with high-value customers when you say you will?
- Task overload: Too many overdue tasks? Find the bottleneck—either your process is broken or you’re under-resourced.
Skip: Tracking every single customer touchpoint as a “task.” Not everything needs to be formalized.
8. Common Pitfalls (and How to Avoid Them)
1. Overcomplicating Task Types
Don’t create 10 different task categories. Keep it simple: follow-up, onboarding step, check-in, renewal.
2. Ignoring Notifications
If your team ignores Custify notifications, supplement with Slack or email nudges (at least until the habit sticks).
3. Letting Tasks Pile Up
If you’re always behind, your system’s too complex. Prune old tasks and reset.
4. Using Tasks as a Substitute for Real Relationships
Tasks are reminders, not relationships. Don’t let the process replace actual customer conversations.
9. Pro Tips for Staying Sane
- Batch your follow-ups: Set aside time daily or weekly, not “whenever you remember.”
- Keep tasks actionable: “Call Jane to discuss Q2 expansion” beats “Check in with Jane.”
- Regularly clean up old tasks: Outdated tasks just create noise.
- Ask your team what’s working: Don’t assume you nailed it. Iterate based on feedback.
Keep It Simple and Iterate
Assigning and tracking customer tasks in Custify doesn’t have to be a second job. Start simple: create clear, actionable tasks, review them regularly, and only automate what’s truly repeatable. You’ll spend less time fiddling with systems and more time actually helping your customers. And that’s what they’ll remember—not how organized your task list looked.