Clarizen Converts 25% More Demo Users into Long-Term Customers Thanks to WalkMe’s Streamlined Guidance

Activations 25% Increase
Support Requests 55% Reduction
Slash Costs and Improve Experience

Clarizen offers an attractive free trial of its SaaS project management software—but too many new users were turning away instead of learning how to start their first project. WalkMe changed that. By implementing WalkMe Walk-Thrus and other in-app training tools, first-time users were guided effortlessly through Clarizen’s features. Existing customers, too, engaged with WalkMe as they learned how to optimize their user experience. As a result, Clarizen saw:

 

  • 25% increase in activations
  • 55% reduction in support requests
  • Slashed costs and improved experience
"When Clarizen began offering WalkMe as part of their free trial service, Clarizen saw an immediate increase of 25% in their project activations. When the number of new registrants who use a Walk-Thru was factored in, the likelihood of new project activations to occur increased by over 100%. In addition to new trial users, an average of 16% of Clarizen’s existing customers utilized Walk-Thrus, reducing inquires to Clarizen’s customer support department."

Executive Summary
Clarizen noted that many individuals who signed up to demo their cloud-based project management software—especially those with little project management experience—did not engage with their service. Instead of opening up a support ticket for guidance on setting up a first project, they would abandon Clarizen all together.

To combat this challenge, Clarizen employed WalkMe’s intuitive training platform to assist potential customers from within the app. Help was available exactly when and where potential customers needed it. As a result, activations immediately increased. For existing customers, WalkMe helped them take advantage of Clarizen’s advanced functionality, leading to an improved user experience and a 55% reduction in support tickets.

"When Clarizen began offering WalkMe as part of their free trial service, Clarizen saw an immediate increase of 25% in their project activations. When the number of new registrants who use a Walk-Thru was factored in, the likelihood of new project activations to occur increased by over 100%. In addition to new trial users, an average of 16% of Clarizen’s existing customers utilized Walk-Thrus, reducing inquires to Clarizen’s customer support department."

Clarizen offers an attractive free trial of its SaaS project management software—but too many new users were turning away instead of learning how to start their first project. WalkMe changed that. By implementing WalkMe Walk-Thrus and other in-app training tools, first-time users were guided effortlessly through Clarizen’s features. Existing customers, too, engaged with WalkMe as they learned how to optimize their user experience. As a result, Clarizen saw:

 

  • 25% increase in activations
  • 55% reduction in support requests
  • Slashed costs and improved experience

Executive Summary
Clarizen noted that many individuals who signed up to demo their cloud-based project management software—especially those with little project management experience—did not engage with their service. Instead of opening up a support ticket for guidance on setting up a first project, they would abandon Clarizen all together.

To combat this challenge, Clarizen employed WalkMe’s intuitive training platform to assist potential customers from within the app. Help was available exactly when and where potential customers needed it. As a result, activations immediately increased. For existing customers, WalkMe helped them take advantage of Clarizen’s advanced functionality, leading to an improved user experience and a 55% reduction in support tickets.

Executive Summary
Clarizen noted that many individuals who signed up to demo their cloud-based project management software—especially those with little project management experience—did not engage with their service. Instead of opening up a support ticket for guidance on setting up a first project, they would abandon Clarizen all together.

To combat this challenge, Clarizen employed WalkMe’s intuitive training platform to assist potential customers from within the app. Help was available exactly when and where potential customers needed it. As a result, activations immediately increased. For existing customers, WalkMe helped them take advantage of Clarizen’s advanced functionality, leading to an improved user experience and a 55% reduction in support tickets.

THE
Challenge

Helping free trial customers fully engage with Clarizen—and not give up

Hundreds of companies sign up for a free trial of Clarizen’s collaborative project management software every month. But Clarizen noticed that users with little project management experience would not open a support ticket to receive guidance in setting up their first projects—instead, they would give up, meaning a lost sales opportunity. Like many SaaS companies, Clarizen faced the challenge of getting trial users to engage with their product and navigate to its best features. Clarizen found a strong correlation between trial users converting to paid users, as well as an increase in first project setup, when trial users were able to properly use the product.

Clarizen realized it had to find a way to help trial users set up their first project as easily and intuitively as possible.Furthermore, it sought to increase usage of its advanced features amongst its existing customers without burdening the Clarizen support team.

THE
Solution

An interactive guidance platform designed for SaaS businesses

Clarizen contemplated developing a customized interactive guide to help both first-time users and current customers set up their first project using Clarizen’s’s diverse features. Then Rachel Hadas, VP of Products for Clarizen, discovered WalkMe. Recognizing the strength of WalkMe’s technology immediately, Rachel saw that it could resolve many of Clarizen’s concerns by reducing customer support demands, increasing engagement, and boosting conversions. It was an all-in-one solution to a broad range of challenges to Clarizen’s infrastructure and business flow.

The easy and seamless integration of Smart Walk-Thrus into Clarizen’s product saved thousands of hours of developer time, and at a fraction of the cost. WalkMe’s Digital Adoption Platform was also more robust and customizable than the in-house solution they had envisioned. WalkMe’s open API enabled Clarizen to quickly build Walk-Thrus right into their SaaS and:

  • Allow the customization of dialog box appearance and behavior.
  • Offer guided Walk-Thrus in multiple languages to its clients around the world.
  • Allow the integration of WalkMe’s statistics with their Google Analytics.

THE
Results

Immediate increase in activations, conversions, and customer engagement

When Clarizen began offering WalkMe as part of their free trial service, Clarizen saw an immediate increase of 25% in project activations. Factoring in  the number of new registrants who used a Walk-Thru, new project activations increased by over 100%. Clarizen identified an increase in free trial conversions to paid customers as a result of implementing WalkMe.

Clarizen’s paying customers used Walk-Thrus in great numbers; on average, 16% of active customers used them on a regular basis. This enabled Clarizen to highlight more of its advanced features to “power” users. As a direct result of implementing WalkMe,Clarizen saw a reduction in the amount of support calls received.

Many of Clarizen’s customers have been so impressed with WalkMe’s technology on Clarizen’s platform that they have incorporated WalkMe into their own training practices within their companies. 

WalkMe’s extended capabilities

WalkMe’s ability to provide Walk-Thrus in any language has provided Clarizen’s customers around the world with customized support to meet their clients’ needs.

As well, WalkMe’s open API ability enabled Clarizen to customize and integrate WalkMe’s technology seamlessly into their platform, including with Google Analytics, to best meet their customers’ needs and user experience.

About Clarizen
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