SaaS businesses have very different use cases (and different data-sets) to "traditional" businesses. Specifically when the product is an online application then companies (including CANDDi ourselves) are using CANDDi technology to track visitor behaviour/activity throughout their site use.

This article looks at how SaaS companies use CANDDi as a real-time retention/support platform by understanding how individual (registered) users are engaging with your site. By using tags, they can then build streams to identify sets of ‘Contacts’.

Once you have sets of Contacts with specific behaviours then you can set-up triggers and alerts to notify you (or your website) when a specific Contact moves between stages (or if a specific Contact is stuck in one stage).

NOTE: In order to configure CANDDi to track SaaS events then typically developers need to push custom events into CANDDi via the javascript tracker.

How to do this:

Step 1. Define the stages

Define which stages within your conversion (or retention funnel) you wish to track. Typically these will look like:

Conversion:
Identified
Enquired
Trial
Customer

Retention:
Has logged in
Has set-up system
Has done action X, Y, Z
Has responded to latest training email/customer news letter

It's not important to define every event immediately - you can always edit your events and build more streams later!

Step 2: Identify how you know:

Identify how you "know" that a Contact has performed the task required in each step.

Sometimes this will be easy (for example - a Contact has logged in if they have submitted the login form). Sometimes this will be much trickier - for example, you might define a "Customer" as someone who has paid their last bill (whether this is by recurring subscription / BACS / etc...). This information might only be known in your billing platform.

CANDDi Professional Services team can help you with this process.

Step 3: Exclude your company:

It goes without saying that you're less interested in the behaviour of people from your own company. Using the ‘Excludes’ settings, you can remove them from your customer streams. CANDDi will still track people from your organisation, however they won't appear in any of your custom streams (they will only appear in the excluded stream).

Step 4: Tag up your site

The next step is to use CANDDi to tag up your site so that when Contacts complete appropriate actions then these will be stored as tags against their CANDDi profile.

There are two ways to do this:

a) if the tags depend on where in the site the Contact has visited (or what forms the Contact has completed etc...) then use the Tag dashboard

b) if the tags depend on "properties" of the Contact (in your database) then you will need to push these into CANDDi as a custom event.

Example if you want to tell CANDDi that one Contact is on Plan A and another Contact is on Plan B then you would export this data from your database and save it as a Javascript object. This will be pushed into CANDDi.

CANDDi Professional Services team can help you with this process.

Step 5: Creating relevant streams

Now comes the fun part. You can build a stream (or streams) based on one or more of these tags. For example - find all Contacts who are on Plan A or find all Contacts who are on Trial and who haven't visited the Pricing page.

You can also add triggers to notify you (or your web-app) when a Contact joins (or rejoins) these streams.

Have more questions? Contact us at hello@canddi.com or 0161 414 1080
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