B2B SaaS CRM
A SaaS account is not lost overnight: login frequency drops, support tickets rise; those signals stay on the product side and never reach the person who would call the account.
A trial account is a record; its start, end date and activation metrics sit in its fields. In Rapitek CRM a task opens for the account owner when the quota and usage threshold is passed.
- Track activation metrics on your own product's trial accounts and start contact with low-usage accounts
- Tie the drop in usage and the rise in support tickets to a threshold you set yourself, and pull the risk list daily
- Define your own threshold for quota usage and trigger the upgrade suggestion for accounts that cross it, and open cross-sell based on feature usage
- Combine NPS, usage intensity and support history in a single customer health score
- Answer as a team from a single WhatsApp number, assign conversations by the rule you define, and track response times
| Trial→Paid Conversion Tracking | Trial accounts of your own product are records in the CRM; the start of the trial, its end date and its activation metrics are fields on that record. Your own product decides the length of the trial; accounts whose usage stays low before the period runs out are listed by these fields and a contact task is opened. |
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| Churn Risk Estimation | A drop in usage and a rise in support tickets are fields on the account record; you set the threshold, and when it is passed the account drops into the risk list and a task opens for its owner. Your team decides which action to take. |
| Expansion Revenue Automation | Quota and feature usage rates are fields on the account record; these fields are fed from your product over the REST API or webhooks, and you set the threshold that triggers the upgrade suggestion. |
| Customer Health Score | NPS, usage and support satisfaction are brought together in a single combined score; you define the components of the score and its thresholds, and accounts that fall below the threshold move to the top of the list. |
| Onboarding Step List | The setup steps for a new customer are tasks tied to the subscription record; which step is waiting with whom and the completion date sit in fields, and before the renewal meeting the status of these steps is seen from the same record. |
In SaaS, revenue comes from renewal rather than from signature; and because the contract turns over by itself, nobody looks at it. The data that tells you where an account is heading sits inside the product: how many people log in, which feature is used, how full the quota is. The person who would call the customer, meanwhile, sits on the sales or customer success side and has none of those numbers on screen.
We carry those signals from your own product into the CRM; there is no out-of-the-box module, the connection is built specifically for the project over the REST API and webhooks, and once it is built the values sit in the fields of the account card. You define the threshold: when the threshold is passed an expansion opportunity is opened, and when a decline appears a risk record is opened, and both have a clear owner. Because the WhatsApp conversation running with the customer stays on the same card, the history stays with the team even if the representative changes, and managers see the conversations and the response times from the same place.
