StarTrinity CRM - CRM system for software developers
Components of the CRM system
The StarTrinity CRM software system is a large system which goes far beyond classic CRM. It includes
Database tables related to software products, instances, services, subscriptions, users and corresponding web UI (see documentation)
Payment processor (e-commerce) module - integration with PayPal and FastSpring
Module which stores backed up settings (configutaion settings related to particular software product istance)
License management module and client-side libraries (Windows, C#, C++)
Error tracking/reporting module: client-side libraries and server side API.
Not only exceptions are tracked: also we track large delays in IP network, web server, database server, and in desktop GUI thread
UX/UI analytics module
Payment processing / accounting module
The system has a well documented web API (see documentation) and web UI (see documentation).
Licensing and error reporting libraries are available as open source.
Big problems/questions we are dealing with using the StarTrinity CRM system
Why did not the user make a purchase?
Why did not the user continue SaaS subscription?
What is real cost of technical support for every user and how to optimize the technical support?
Which marketing channel is better? Where did the customer come from?
Optimizing bug reporting and fixing process. Minimizing bug-report-reproduce-fix-release time
Collecting UI/UX statistics and feedback from users and use it for meaningful insights, business decisions
Understanding RoI of developing new features. Understanding optimal strategy to develop the new features
Identifying unclear parts of the UI
Managing software licenses, subscriptions. Optimizing license and tech. support pricing policies
Optimizing technical support process and technical documentation
Measure time taken for tech support per customer (calculate cost of tech. support). Optimize pricing policy for the tech. support
Reusing techsupport messages (from skype, email) while keeping documentation and tutorials structured
Reusing technical support screen sharing sessions through screen video recordings
Identification of unclear parts in documentation/tutorials, optimizing user's learning curve
Dealing with hardware replacement faults
Moving customer's configuration settings from old server to new server