Intacct Successfully Introduces Salesforce to its Online Community Using WalkMe’s Contextual Guidance

Increased page views per session By 76%
Decreased Bounce Rate To 18%

Intacct is a fast-growing provider of cloud-based accounting software. To communicate with its active community of partners and clients, Intaact adopted the Salesforce platform—and WalkMe for Salesforce along with it.

WalkMe improved user engagement, resulting in:

  • Increased page views per session by 76%
  • Decreased Bounce Rate to 18%
"When we looked at the heat map of customer use, we were able to see that they were heavily using the WalkMe tools."
~ Nancy Rivas
Social Media & Communications Strategist

Executive Summary

Intacct, a leading provider of cloud-based accounting solutions, has seen sharp growth in recent years. As its subscriber and partner base expanded, the company needed a way to communicate with, and provide resources for, its community. It settled on Salesforce, a powerful CRM; but Intacct also needed a way to efficiently guide its users through the platform, without creating a huge support burden.

WalkMe for Salesforce was the perfect all-in-one solution. Not only did WalkMe provide customizable contextual guidance using Smart Walk-Thrus and other tools, WalkMe Insights gave Intacct excellent visibility into the user experience. With the data collected, and the flexibility of WalkMe, Intacct was able to design its community hub to best serve the needs of all users. As a result, users engaged more successfully with Salesforce, increasing page views by 76% and decreasing overall bounce rate to just 18%.

"When we looked at the heat map of customer use, we were able to see that they were heavily using the WalkMe tools."
~ Nancy Rivas
Social Media & Communications Strategist

Intacct is a fast-growing provider of cloud-based accounting software. To communicate with its active community of partners and clients, Intaact adopted the Salesforce platform—and WalkMe for Salesforce along with it.

WalkMe improved user engagement, resulting in:

  • Increased page views per session by 76%
  • Decreased Bounce Rate to 18%

Executive Summary

Intacct, a leading provider of cloud-based accounting solutions, has seen sharp growth in recent years. As its subscriber and partner base expanded, the company needed a way to communicate with, and provide resources for, its community. It settled on Salesforce, a powerful CRM; but Intacct also needed a way to efficiently guide its users through the platform, without creating a huge support burden.

WalkMe for Salesforce was the perfect all-in-one solution. Not only did WalkMe provide customizable contextual guidance using Smart Walk-Thrus and other tools, WalkMe Insights gave Intacct excellent visibility into the user experience. With the data collected, and the flexibility of WalkMe, Intacct was able to design its community hub to best serve the needs of all users. As a result, users engaged more successfully with Salesforce, increasing page views by 76% and decreasing overall bounce rate to just 18%.

Executive Summary

Intacct, a leading provider of cloud-based accounting solutions, has seen sharp growth in recent years. As its subscriber and partner base expanded, the company needed a way to communicate with, and provide resources for, its community. It settled on Salesforce, a powerful CRM; but Intacct also needed a way to efficiently guide its users through the platform, without creating a huge support burden.

WalkMe for Salesforce was the perfect all-in-one solution. Not only did WalkMe provide customizable contextual guidance using Smart Walk-Thrus and other tools, WalkMe Insights gave Intacct excellent visibility into the user experience. With the data collected, and the flexibility of WalkMe, Intacct was able to design its community hub to best serve the needs of all users. As a result, users engaged more successfully with Salesforce, increasing page views by 76% and decreasing overall bounce rate to just 18%.

THE
Challenge

Getting the most out of Salesforce—no experience required

Intacct has seen massive growth, consistently delivering subscription growth of more than 30% each quarter. To meet the needs of an expanding customer and partner list, Intacct re-launched its online community using the Salesforce platform. Salesforce became the  central source of information, where customers and partners can come together and perform various actions such as logging support cases, finding knowledgebase articles, or submitting product enhancement ideas.

But Intacct was missing a comprehensive tool to show users where to begin, and how to complete goals, within Salesforce. Intacct was looking for a solution that would allow users to enter the site, with no prior experience, and know exactly what to do, and where to go to find what they were looking for.

THE
Solution

Customizable, effective, on-brand in-app training embraced by users

WalkMe allowed Intacct to implement very specific “how-to” guidance, and provide excellent support case deflection. Intacct utilized Smart Walk-Thrus and various other tools to guide its users through actions that they might struggle with.

From WalkMe’s Insights, Intacct learned which actions users were performing most, and used WalkMe to arrange the online community in a way that was most intuitive for users. Intacct is a dynamic company, constantly adjusting its product and content based on what customers and partners are looking for. WalkMe allowed Intacct to instantly adjust to user behavior. For example, Intacct learned that users loved to read the “daily posts,” so Intacct made them easy to find. Intacct also took advantage of WalkMe’s customizability – all of the buttons or items on the site are in line with Intacct’s brand guidelines and color scheme.

THE
Benefits

Sharp growth in page views; decrease in bounce rate

“Our customers responded very positively to WalkMe,” says Nancy Rivas, Intacct’s Social Media & Communications Strategist. “When we looked at the heat map of customer use, we were able to see that they were heavily using the WalkMe tools, and taking the time to pay attention. We hold regional user groups where we showcase WalkMe, and explain its benefits.”WalkMe provided Intacct with the reassurance that they would have an “easy button” on their community re-launch in Salesforce. The contextual guidance gave users instant solutions, and a stepping stone to solve any question that might come up, without having to wait for a support representative.

By using WalkMe as the company’s customer base continued to grow, Intacct was able to almost double its unique page views. In the first six months after implementing WalkMe, the number of unique page views jumped to 104,000 from 59,000 by February 2016. Intacct saw a 76% increase in page views per session.

Additionally, Intacct users who use WalkMe stay on the site, shown in their extremely low bounce rate. The community’s bounce rate decreased to 18% after WalkMe implementation—much lower than industry standards, which are closer to 90%.

About Intacct
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