Enterprise DNA

B2B software · Worked example

Trial follow-up for a software company

Emails and calls trial users based on what they've actually done in the product, and books help for the ones who are stuck.

OutboundEmailYour data Answers from your dataLead captureBookingSummaries
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The problem

Most trial users sign up, poke around and disappear. Generic nurture emails don't help someone who got stuck on step two.

How it works

  1. Reads each trial account's activity from the product database
  2. Sends a specific email about the step they haven't completed
  3. Calls trial users from larger companies who have stalled
  4. Answers setup questions from the help docs
  5. Books an onboarding call and tells sales which trials look serious

What it connects to

  • Product database
  • CRM
  • Email
  • Calendar
Sample email thread
  1. AgentHi Daniel, I'm calling from the software team. I noticed you set up your workspace but haven't connected your calendar yet. Was there something blocking that?
  2. CustomerYeah, our IT locks down Outlook permissions.
  3. AgentThat's common. There's a one-page guide for IT admins that explains exactly what access is needed. I'll email it to you now.
  4. CustomerThat'd help.
  5. AgentWould a 20 minute call with our onboarding team be useful once IT has had a look?

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Answers from your data. Looks up live records in your own database and systems, not just documents.
  • Lead capture. Asks your qualifying questions and writes a clean record into your CRM.
  • Booking. Books, moves and cancels appointments straight into your calendar or booking system.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
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