Achieve3000 Puts Training Resources at Users’ Fingertips with Adaptive On-Screen Guidance, Reduces Support Burden by 84%

Reduced Onboarding Time
Centralized Help Resource Hub
84% Decrease in Support Burden

Achieve3000’s online training and support platform, Ask Achieve, helps educators around the world optimize use of their software—but the learning curve was steep. To tackle this challenge, Achieve3000 worked with WalkMe to design dozens of Walk-Thrus to facilitate self-service support.

After introducing Walk-Thrus on other WalkMe tools, Achieve3000 boasted:

  • Significantly reduced onboarding time  
  • 84% decrease in support cases
  • A new, centralized help resource hub

 

 

 

“With hundreds of thousands of educators using Achieve3000’s solutions every school year, we were looking for a new way to approach training and to ensure all our users had the answers they were looking for at their fingertips. In just a few short months, we’ve doubled the Walk-Thrus we provide and added over 200 resources for educators. We’re already receiving great feedback and seeing great results!”
~ Jim O’Neil
Chief Product and Strategy Officer, Achieve3000

Executive Summary

Achieve3000 is used by more than 1 million educators around the world to identify and fill gaps in their instruction by delivering tailored assignments based on reading level. The onboarding platform, though, required significant in-person training time and resulted in ongoing support requests. As well, the company was searching for a way to increase feature adoption and organize disparate support resources in one location.

By working with WalkMe to design dozens of custom Walk-Thrus, Achieve3000 created an intuitive real-time training system that guided users through key processes, frustration free. Follow-up questions are now answered within the platform, freeing up trainers to focus on other, high-touch areas.

Walk-Thrus and interactive ShoutOuts effectively increased new feature awareness and adoption. As well, the WalkMe widget offered an efficient way to develop a centralized resource hub, accessible to all users at the time of need.

“With hundreds of thousands of educators using Achieve3000’s solutions every school year, we were looking for a new way to approach training and to ensure all our users had the answers they were looking for at their fingertips. In just a few short months, we’ve doubled the Walk-Thrus we provide and added over 200 resources for educators. We’re already receiving great feedback and seeing great results!”
~ Jim O’Neil
Chief Product and Strategy Officer, Achieve3000

Achieve3000’s online training and support platform, Ask Achieve, helps educators around the world optimize use of their software—but the learning curve was steep. To tackle this challenge, Achieve3000 worked with WalkMe to design dozens of Walk-Thrus to facilitate self-service support.

After introducing Walk-Thrus on other WalkMe tools, Achieve3000 boasted:

  • Significantly reduced onboarding time  
  • 84% decrease in support cases
  • A new, centralized help resource hub

 

 

 

Executive Summary

Achieve3000 is used by more than 1 million educators around the world to identify and fill gaps in their instruction by delivering tailored assignments based on reading level. The onboarding platform, though, required significant in-person training time and resulted in ongoing support requests. As well, the company was searching for a way to increase feature adoption and organize disparate support resources in one location.

By working with WalkMe to design dozens of custom Walk-Thrus, Achieve3000 created an intuitive real-time training system that guided users through key processes, frustration free. Follow-up questions are now answered within the platform, freeing up trainers to focus on other, high-touch areas.

Walk-Thrus and interactive ShoutOuts effectively increased new feature awareness and adoption. As well, the WalkMe widget offered an efficient way to develop a centralized resource hub, accessible to all users at the time of need.

Executive Summary

Achieve3000 is used by more than 1 million educators around the world to identify and fill gaps in their instruction by delivering tailored assignments based on reading level. The onboarding platform, though, required significant in-person training time and resulted in ongoing support requests. As well, the company was searching for a way to increase feature adoption and organize disparate support resources in one location.

By working with WalkMe to design dozens of custom Walk-Thrus, Achieve3000 created an intuitive real-time training system that guided users through key processes, frustration free. Follow-up questions are now answered within the platform, freeing up trainers to focus on other, high-touch areas.

Walk-Thrus and interactive ShoutOuts effectively increased new feature awareness and adoption. As well, the WalkMe widget offered an efficient way to develop a centralized resource hub, accessible to all users at the time of need.

THE
Challenge

Easing the burden on support, increasing adoption rates

Achieve3000 offers an online platform called Ask Achieve to better serve the needs of both their trainers and end users (educators) during the onboarding period. While the onboarding process includes live training sessions, the company found that trainers were still inundated with follow up emails from educators needing more support, even after these costly sessions.

Achieve3000 needed a solution that would reduce training costs, allow trainers to be more productive in live sessions, and support a continuous learning model for their users. In addition, they needed a way to call attention to new features and updates within Ask Achieve while increasing user adoption rates and decreasing support tickets.

THE
Solution

Walk-Thrus guide users through key processes—without trainer support

Achieve3000 revolutionized their onboarding process by implementing 25 Walk-Thrus to lead users through key processes prior to live training sessions. This adaptive on-screen guidance also intuitively reroutes follow-up questions from users back to the platform—instead of to the trainer’s inbox.  

Interactive tools to engage users and increase adoption

WalkMe’s other interactive tools, such as ShoutOuts, engage users by effectively introducing new features and updates. Achieve3000 leveraged WalkMe’s segmentation capability to identify over 70,000 user profiles and to show content and tips relevant to each user, boosting the efficiency of every user visit. Furthermore, Achieve3000 was able to consolidate 250 videos and PDF resources across multiple websites in the WalkMe widget, creating a simple but powerful centralized hub for help resources.

THE
Benefits

Efficient self-service support saves time, effort, and money

Achieve3000 experienced a notable increase in training and learning efficiency by shifting low-touch topics to WalkMe, allowing trainers to focus on high-touch topics during live sessions, saving thousands of hours in training time. WalkMe has impacted Achieve3000 bottom line even further with an 84% reduction in support cases since implementation.

Centralized, easily accessible help resource hub

Through WalkMe, Achieve3000 is able to provide an organized database of resources accessible to all users, while providing a personalized experience for each user by leveraging segmentation-based engagement. Achieve3000 was even able to reduce internal training costs by utilizing WalkMe to continuously educate their own staff and guide new employees as they acclimate to the software during their training journey.

About Achieve3000
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