This article will help you get started with pushing data to Reptrics as quickly as possible. This is crucial for your customer success/account management teams to start leveraging the platform to manage their account portfolio.
Reptrics is a B2B SaaS platform which enables your Customer Success and/or Account Management teams track account health, maximize retention, drive product adoption, grow revenue and other customer success use cases.
Reptrics consumes data from multiple sources to calculate metrics on various Product Usage, Financial, Support/Service and Relationship parameters. These metrics can then be leveraged to configure Account health and generate timely Alerts on Risk/Up-sell.
To enable this, your business needs your assistance to instrument your software/SaaS application to push product usage events and other relevant data to Reptrics.
Reptrics requires a unique Account identifier(Account ID) and User identifier (User ID) to build a complete customer view by pulling data from multiple sources such as Subscription/Billing, CRM, Support and Analytics and/or data pushed to Reptrics using API/JS.
The same Account ID and User ID to be available in all data sources for Reptrics to be able to map it to the same account.
Your business stakeholders (typically Customer Success Director/Manager) will share a document similar to this onboarding template. For data that needs to be pushed, refer to
'product_usage' sheet for product usage data
'field_mapping' sheet for Account/User/Subscription data
API keys are available from 'API Key' tab under Settings(gear icon)> Developer Console
Once you have finalized the Account ID and User ID, there are multiple options available to you. There are two kinds of data that you would need to push to Reptrics,
Product usage events
Account, Users, Subscription attributes
This constitutes login events and feature usage events by the users of your software/SaaS application. You can use our APIs to log such events in Reptrics.
Sometimes Customer Success teams require certain specific data points from your internal systems/data warehouse as well (for eg: Total no. of students if you are a school management platform, Total no. of projects if you are a project management platform). Such data points needs to be pushed as custom attributes - the on-boarding sheet will specify this. These custom attributes can be pushed via API/JS as well.
Account, User, Subscription attributes:
These attributes are usually maintained in third-party applications such as CRM, Subscription and Billing in which case it will be pulled via Reptrics integrations.
In case you maintain the data in your internal systems, use our APIs
If the data is maintained in excel/CSV sheets, we also offer a CSV import. Reach out to your dedicated Customer Success Manager who will enable this for you
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,
Initiate a chat directly from within Reptrics. Use Chat option from Chat icon in left side navigation bar
Send an email to email@example.com