The Problem: Addressing an Ineffective Trial Software Campaign
Like many software companies, PTC knows that nowadays, promises and stories are not enough and prospects want guarantees and proofs. PTC provided a real software experience to customers with a trial download of the industry’s leading 3D CAD software Creo. It didn’t take long to realize they had a few issues.
The largest problem was the size of the installer download. At 4.18 GB, many prospects would abandon the 25+ minute download altogether and never even install the product. Other prospects would not validate they had suitable system requirements leading to failed installations. Sales staff from PTC would follow-up with prospects to find they either never got the product working or were so frustrated with the installation they were no longer interested in the product.
Overall the campaign was not producing the results that PTC had expected with a less than 50% success rate. Instead of leading to sales, it was creating support issues and increasing costs. On average the trial was resulting in 2.58 support tickets per week as well as increased development costs to build the trial experience.