Nowadays many Software companies bolt on a “Customer Experience Improvement Program” and some users get data that way, usually taking an ad hoc approach and having to invest time and money in their own custom installation.
That’s quite useful but suffers from a massive “opt-out” issue and therefore gathers little data across the user base and also what’s collected often takes a great deal of engineering time to implement and finally its often not that useful to the Product Management team nor is it easily available to them as a team.
CEIP programs are also often still a mass of hard to use, unstructured data that is not really the basis of something quick and easy for non-technical staff to consume and act upon.
In addition, the basis of these programs is really aimed at improving quality rather than understanding and using data analytics to drive the business and as such the data is not formatted or targeted for BI.
Going beyond basic CEIP to collect your user data that not only includes the errors, system events, trace messages but also adds to that detailed analysis of features, platforms and regional usage and finally then offers detailed targeting and control of the user base (with privacy controls) is far more powerful as a BI tool.
There’s a big difference between Data and Business Information
Business Information (BI) means actionable, detailed data in a form management can use it .
Standard CEIP programs can give you generic data like: you had 500 application runs out of 1000 downloads as an example, but compare that to getting much greater detail such as 1000 unique users, in specific regions of the world, and out of the 500 who ran the software 100 used a feature 5 times while 400 didn’t use that feature at all but they used another feature 10 times. Or the 1000 downloads was broken into 3 different products, in different regions and operating system versions, and then of those users 100 ran certain features and options within a specific time frame whereas the others did nothing.
The Nalpeiron Software Analytics (NSA) Service turns data into a resource, in real-time, in the cloud for easy access and consumption by all of the team available as customizable charts and reports.
After 30 mins of setup time you will be able to:
- Get real-time feedback from the field on your application and it's usage
- Understand how features operate in complex, real-world configurations to reduce support headaches and user problems (analyze your data by platform, operating system, configuration, region, language, state, version, date and build)
- Learn more about error conditions that might be caused by software defects or configuration issues to improve customer satisfaction and software quality
- Easily perform an Environment Review of your user base
- Speed up the responses from alpha/beta process and the test community
- Save time collating defect, support, and product marketing reports - now you can just print and go
- Much, much more...