ParentMail is a multi-application communications system used by schools in the United Kingdom. Created in 2001, ParentMail has grown to over 4.5 million users, and is used in 6,000 schools. ParentMail’s aim is to streamline the school-to-parent communication system with the use of one simple account.
In order to better serve their growing user base and expand the product’s capabilities, ParentMail looked for the best tool to acquaint its users with the new user interface and new features, while lowering support call times. ParentMail wanted users to adopt the new version quickly and without frustration. They also looked for a user experience tool that could highlight the system’s new features so users could take advantage of all the product’s unique functionalities.
ParentMail came to WalkMe to provide rapid adoption of features on their new system. The Walk-Thrus and launchers that ParentMail implemented are tailored to their users’ specific needs, and offer contextual guidance based on the user’s location in the system. Walk-Thrus show each user the advanced new features in a clear, straightforward way, directing them to new tools within the system. WalkMe guides users with step-by-step instructions, ensuring that every task is completed correctly. WalkMe simplified the new feature adoption process by directing users with context-appropriate Walk-Thrus.
Since rolling out WalkMe with their new system, ParentMail has experienced a huge rise in user satisfaction. “Our users tell us that ParentMail is much more user friendly, and that navigating the system is quick and painless. WalkMe gave us a way to seamlessly transition our users to the new system, without the need for extensive customer support. We were thrilled to see how quickly our users were learning and adopting the new features, and that led to a huge decrease in support calls. Because of WalkMe, our users are more confident in navigating the system and completing tasks, which has led to more satisfied parents and schools using ParentMail,” stated Geoff Jones, Marketing Director, ParentMail.
With WalkMe, ParentMail has seen, on average, a 30% drop in the number of support calls. Customers are much more comfortable with the system, and have reported increased skill retention.