ParentMail Transitions Smoothly to New User Interface with WalkMe, Reports High Adoption Rate and an Improved Experience

Onboarding 30% Faster
Drop in Support Calls
Slash Costs and Improve Experience

ParentMail is used widely in the United Kingdom school system. To accommodate such a broad user base, the company implemented WalkMe’s in-app, customizable training solution to help roll out its new interface. Thanks to WalkMe, ParentMail reports:

  • 30% faster onboarding
  • Drop in support calls
  • Reduced costs and improved experience
"Our users tell us that ParentMail is much more user-friendly with WalkMe in place, 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."
~ Geoff Jones
Marketing Director, ParentMail

Executive Summary

ParentMail is a multi-app communication system used extensively in the UK school systems. When it was time to launch a new user interface, ParentMail needed a way to train its broad user base on the new features and functionality without over-burdening its support team.

ParentMail used WalkMe Smart Walk-Thrus to guide users through the new interface, frustration-free. The contextual, real-time support was embraced by users: feature adoption and user satisfaction increased while support requests decreased.

"Our users tell us that ParentMail is much more user-friendly with WalkMe in place, 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."
~ Geoff Jones
Marketing Director, ParentMail

ParentMail is used widely in the United Kingdom school system. To accommodate such a broad user base, the company implemented WalkMe’s in-app, customizable training solution to help roll out its new interface. Thanks to WalkMe, ParentMail reports:

  • 30% faster onboarding
  • Drop in support calls
  • Reduced costs and improved experience

Executive Summary

ParentMail is a multi-app communication system used extensively in the UK school systems. When it was time to launch a new user interface, ParentMail needed a way to train its broad user base on the new features and functionality without over-burdening its support team.

ParentMail used WalkMe Smart Walk-Thrus to guide users through the new interface, frustration-free. The contextual, real-time support was embraced by users: feature adoption and user satisfaction increased while support requests decreased.

Executive Summary

ParentMail is a multi-app communication system used extensively in the UK school systems. When it was time to launch a new user interface, ParentMail needed a way to train its broad user base on the new features and functionality without over-burdening its support team.

ParentMail used WalkMe Smart Walk-Thrus to guide users through the new interface, frustration-free. The contextual, real-time support was embraced by users: feature adoption and user satisfaction increased while support requests decreased.

THE
Challenge

Introducing users to a new interface ad new features—painlessly

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.

ParentMail were also looking for a solution that would highlight the system’s new features so users could take advantage of all the product’s unique functionalities.

THE
Solution

Step-by-step guidance delivered in real time

ParentMail came to WalkMe to facilitate rapid adoption of features on their new system. The WalkMe Smart 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.

Smark 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 Smart Walk-Thrus.

THE
Benefits

Increased user satisfaction and feature adoption

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,”  stated Geoff Jones, Marketing Director, ParentMail.

A seamless transition

“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.”

Since implementing WalkMe, ParentMail has seen an average 30% drop in the number of support calls. Customers are much more comfortable with the system, and have reported increased skill retention.

About ParentMail
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