How PTC Eliminated Trial Abandonment and Increased Conversions

Company Overview: PTC

PTC is a global software company that delivers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. 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. At the time of the engagement with Numecent, they had more than 10,000 users.

Addressing an Ineffective Trial Software Campaign

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.

The Solution

PTC needed a solution that allowed users to quickly and easily begin using PTC Creo. They also needed some insight into how successful the installation of the product had gone and how much each user was actually using the product. Finally, they needed some way to ensure users could not use the product for more than 30 days unless they purchased a full copy of Creo.

PTC replaced the full download on their website with a Cloudpaged version of Creo, from the Cloudpaging CDN, Numecent’s worldwide Cloud platform. Trial users receive a small download and they are able to start using the product within a few minutes with no installation or configuration required.

Cloudpaging technology works by only delivering execution pages for what is needed to run the application and fetching the pages in the background. Once fully fetched the application can be used offline without the need for access to the cloud. For Creo, only 180 MB was needed in the initial delivery payload.

Usage Date Allows for Better Decision Making

Utilizing the metrics available from the Cloudpaging solution, PTC can determine if the user was able to launch the Creo product and how long they used it. They are also able to collect any errors the user experienced and proactively route that information to their Support team to assist the potential customer and ensure their trial of Creo is successful. Usage information is routed to the Sales team who can adapt their conversation based on the customer usage patterns.

Proprietary Cloudpaging technology enforces a 30-day trial, regardless of whether the system clock is changed or not. Cloudpaging of Creo ceases after 30 days and the application “disappears” from the end user’s machine. This eliminated the need for one-off versions of Creo to be implemented.

Key Results

  • Trial success rate improved from <50% to more than 80%
  • Automated lead routing, based on trial status
  • Gained visibility into software trial usage
  • Established enforceable software license policy enforcement

Conclusion

PTC was able to nearly eliminate the abandonment rate and installation issues with the Creo software trials. Prospects are now able to immediately utilize the product and are proactively contacted if they run into issues. The success rate of trials increased to over 80%. Sales teams know more about the customer and are better able to convert a prospect to a customer.

About PTC

PTC has the most robust Internet of Things technology in the world. In 1986 we revolutionized digital 3D design, and in 1998 we were first to market with Internet-based PLM. Now our leading IoT and AR platform and field-proven solutions bring together the physical and digital worlds to reinvent the way you create, manufacture, operate, and service products. With PTC, global manufacturers and an ecosystem of partners and developers can capitalize on the promise of the IoT today and drive the future of innovation.

For more information, visit www.ptc.com.

About Numecent

Numecent is the pioneer of Cloudpaging, an award-winning cloud technology designed to maximize application compatibility and portability across modern desktop environments. Headquartered in Irvine, California – with two satellite locations in London and Tokyo – the company delivers applications to millions of users worldwide. With innovation at the core of its business, the company’s technology portfolio includes 58 issued patents (and counting).

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