Customer Success Automation #1720: Dunning Management with Slack + Google Sheets + SendGrid

Problem

CS teams track dunning management across Slack, Google Sheets, SendGrid, but manual updates mean health scores and account notes drift out of date.

This workflow keeps customer records consistent after each lifecycle event.

Workflow

Webhook or schedule from Slack → business rules for dunning management → write to Google Sheets.

Tools Used

• Slack
• Google Sheets
• SendGrid

Setup Steps

1. Create credentials for Slack, Google Sheets, SendGrid in your orchestration platform.
2. Define the dunning management trigger in Slack.
3. Map required fields from Slack to Google Sheets.
4. Add error handling appropriate for a Hard workflow.
5. Run a test payload, then enable production execution (~48 min typical setup in our dataset).

Expected Outcome

• A repeatable dunning management path for customer success teams.
• Less context switching between Slack and Google Sheets.
• Easier hand-offs for the next ops owner.

Benefits & ROI

• Library metadata: Medium ROI tier · Hard difficulty · ~48 min setup estimate.
• Reduces manual dunning management steps between Slack, Google Sheets, SendGrid.
• Provides a baseline you can extend with approvals, logging, or QA gates.

Variations

• Batch non-urgent dunning management runs on a schedule instead of realtime.
• Archive raw payloads to a datastore for audit.

Troubleshooting

• Re-authenticate OAuth tokens if the flow stops unexpectedly.
• Compare field types between source and destination mappings.
• Inspect execution logs for HTTP 429 rate-limit responses.