Drowning in Support Tickets
Introduction
Our prospects say 60% or more of their support tickets are related to licensing frustrations — no wonder they say they want to do away with their existing software licensing when it is the very cause of these support tickets galore. It’s a battle your own support team likely constantly fights too, including updating machines, moving licenses, passwords and more.
The good news? By rethinking your licensing program, you can change the tide from drowning to a happy float in a serene waters.
This new rule, created by Nalpeiron, provides a fresh perspective that will bring relief to your support team. If it takes a customer longer than 10 seconds to finish a software licensing task, it’s usually the cause of support calls. Look for these signals:
Licensing Strategy and Implementation
Requiring customers to use arcane concepts like MAC addresses, host IDs or server names
Using license files that need to be put in obscure locations in the file system
Making an end user redo things due to a renewal, purchase of add-on features or additional seats
Licensing Strategy and Implementation and Next Steps
When you use a modern software licensing solution like Nalpeiron’s Zentitle, all those complications go away. It all happens behind the scenes. Your customers gain an experience built around their needs — easy and smooth even with licensing changes. Goodbye support calls.
It’s hot and here’s why: simplicity! This approach only requires an email address and a password and that makes life easier for your support team.
There’s no more sending license codes back and forth which means your support calls drop. End users love it because they don’t need to remember a complicated license key.
Usage-Based Pricing and Metering
The best news? You reduce those support calls without ever losing control. Your team manages entitlements in exactly the way you want for every licensing model, including Subscriptions, Usage Based, Feature Based and Concurrent models and more. With Zentitle, you can even easily integrate into an existing identity system.
Modern licensing technology like Zentitle uses cloud-based entitlement management. It helps reduce calls in 4 ways:
Defined rights are communicated using a bi-directional link between the cloud and the end customer device, eliminating physical file delivery and installation
→Conclusion
The cloud takes care of all back and forth of information and maintains accuracy without manual intervention
Rights are up and running fast, even for trials not requiring a license
Changes or updates are automatically sent right to clients through the cloud
The big win here is automated information exchange and updates in a highly secure platform. That means less steps for clients and your support team.
Rethinking these areas empowers your company to change a long-time frustration. Licensing support calls don’t need to be an accepted way of life. Lead the way and become a hero.
About the Author
Jon Gillespie-Brown is the Founder and CEO of Nalpeiron, a leader in cloud-based software licensing, entitlement management, software monetization, and analytics. With over 20 years of expertise, he works with enterprise B2B SaaS and IoT companies to optimize revenue models, accelerate go-to-market strategies, and scale with confidence. Jon is recognized as an authority in software licensing, software monetization, and software analytics, holds two issued U.S. patents, and is the author of five books. He also serves as a strategic guide to customers, helping them navigate and capitalize on the once-in-a-generation shift driven by AI, redefining how software is built, delivered, and monetized. For over 20 years, Jon has been a Professor at University of Colorado Boulder, a lecturer at University of California, Berkeley and Stanford University, and an Entrepreneur in Residence at London Business School.
Nalpeiron: A Long-Term Partner for the AI Era
At Nalpeiron, we go beyond technology — we act as a strategic partner in licensing, monetization, and growth. For over twenty years, enterprise and IoT companies have trusted us to guide and evolve their business models.
As AI shifts software from seats to usage, outcomes, and agent-driven activity, legacy approaches fall short. Nalpeiron enables this transition through entitlements as the control plane — a centralized system of record across SaaS, on-prem, IoT, and offline environments.
From strategy to execution, we help companies adapt faster, launch new models, and stay in control — making Nalpeiron a partner for the AI-driven future of software monetization.
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