The Challenge
Finding a new and better way to retain users
Many of the world’s most valuable brands, including McDonalds, Microsoft, and L’Oreal, use Sprinklr’s Customer Experience Management (CXM) platform to manage customer and prospect engagement. Sprinklr brings together modern channels – social media, messaging, chat, blogs – on one unified platform to facilitate collaboration and deliver memorable experiences.
Sprinklr is an international success story because their team is constantly coming up with unique ways to improve the experience for each user. A couple of years ago, Sprinklr Product Manager Anant Chaudhary, ran some internal analysis to identify new ways to enhance the user journey and decided to focus first on the onboarding experience. “The Sprinklr platform is very robust, with lots of capabilities and new innovations getting released,” Chaudhary said. “We wanted to ensure that a new user can log in on day 1 and start taking advantage of all the software has to offer.”
Previously, Sprinklr was using a product management platform that focused on analytics to support their onboarding. The platform could create simple tours and collect data, but wasn’t robust enough for Sprinklr’s needs. Chaudhary wanted to provide his customers with even more: “We have a comprehensive solution that caters to a diverse customer base. We wanted to create dynamic content that would give each user the personalized and intuitive experience they deserve.”
Chaudhary and his teams needed a better solution—one that would not only allow them to create more robust content, but also one that would help them make better decisions and ultimately result in more long-term customers. “How do we deliver customer product adoption data, so our internal teams can effectively utilize that data and build content to support those insights? Understanding how customers are using the platform is crucial to us improving the user experience, customer happiness, and adoption of Sprinklr” says Chaudhary.
The Solution
Driving platform adoption through better onboarding, data visibility
WalkMe’s Digital Adoption Platform offered an answer to Sprinklr’s challenges. By functioning as an invisible overlay on top of the Sprinklr platform, WalkMe enables Sprinklr to create seamless in-app guidance, intuitively introducing new users to the environment and creating personalized feature releases.
Sprinklr started its WalkMe implementation by testing ways to improve new feature adoption. The team created custom balloon ShoutOuts (pop-ups) to draw attention to new releases and features, as well as step-by-step guidance (Smart Walk-Thrus) on new processes. By segmenting content to the right users, they were able to deliver the right content, to the right user, at just the right time. Sprinklr has a quarterly release cycle. “There’s a very strong need to drive adoption for those features to make sure users are going to use these features, even know about them.” Once those first efforts proved successful, the next task was completing the onboarding experience.
“It is incredibly important that we create relevant, welcoming experiences for new customers – and that’s why we engaged WalkMe,” says Chaudhary. “Our customers deserve a best-in-class user onboarding experience.”
“The biggest challenge we had around customer user onboarding is finding a way to do it efficiently—every Sprinklr client has a customized environment, determined by its specific workflow,” says Chaudhary. “Sprinklr caters to the unique needs of customers and having one onboarding experience to fit all was not going to work.”
Chaudhary and his team started by developing onboarding for six major clients. They discovered that many of the processes were similar. “We developed a library of blueprint Walk-Thrus that can be cloned, then customized for specific client use,” Chaudhary says. This positions Sprinklr to set up future custom onboarding quickly and with flexibility. “With WalkMe, we can also segment users and assign permissions, so each user only sees what they need to.” The onboarding experience isn’t designed to be a one-time initiative – it can be restarted at the click of a button for ongoing training on new apps or refreshers for apps that are used less frequently.
Decentralized management of WalkMe content creation
Sprinklr offers five core products overseen by five product teams. Each team has the independent flexibility to design a unique WalkMe experience to optimize usage of their respective products, while at the same time providing users with consistent, reliable in-app training and support they have come to know and love. The analytics provided by WalkMe Insights are also proving more usable than those of the previous platform. One of Spinklr’s goals for 2020 is to accurately measure and increase consumption, and WalkMe Insights are setting them on track to do so. “It was critical that we had a solid adoption analytics tool that had the ability to integrate with our internal data sources. This allows us to extract insights and funnel that information to our success managers, our field teams, and our support team so that they can use the data to make decisions.”
The Results
Improved experience, responsiveness, and user retention
Since implementing WalkMe, Sprinklr has seen a marked improvement in user platform retention. “Just looking at the actions of those first six clients with WalkMe onboarding, we saw a 16% increase in user retention in the first month, and 24% in the second. Importantly, the average time spent by each user in the platform has increased by more than 30% in the last year” says Chaudhary.
Chaudhary says the main benefit of WalkMe is the in-platform how-to library. Previously, all help content was tucked away in the portal behind a log-in. Now, users have self-service and excellent on-demand resources at their fingertips.
New product releases also are more successful. In the past, Sprinklr would rely on the knowledge portal or emails to announce updates or new features. Through personalized in-app communications, Sprinklr dramatically increased the number of users who engage with new feature release announcements to 84%. Not only are customers finding out about features, but most importantly, they’re actually using them: Sprinklr has seen a 330% increase in end-users who adopt new features within two weeks. “That’s a huge benefit we didn’t have before,” says Chaudhary. “By providing users the right information at the right time, they’re more likely to take advantage of the new functionality. There’s nothing better than in-platform content delivery.”
To ensure users aren’t bombarded with product announcements and other content that isn’t relevant, WalkMe enables targeted communication. “The segmentation really helps us make sure that we are sending the right surveys and the data announcements to the right users. This helps eliminate fatigue and keeps users engaged.” Better user experiences have also decreased support tickets by 22.6%.
All five product teams are using WalkMe Insights to make data-driven decisions that keep Sprinklr customers happy and engaged. “We can see how each customer is adopting the platform,” Chaudhary says. “For example, how is the technology vertical adopting Sprinklr versus how is the government sector adopting it? Which products are being used by which sector? By understanding the behavior, we can now actually pinpoint the accounts that we need to proactively talk to.”
WalkMe Insights also offers visibility into which customers interact with new features by industry, location, or other segment. “Through simple integrations, we can combine all our customer data — from WalkMe, our CRM, and Sprinklr — into one place to provide us robust visibility and insights and create even better contextual experiences,” Chaudhary says. Chaudhary can use WalkMe Insights to follow and analyze user behavior. “We can figure out where users get stuck, or where we lose most of our users. And then we can make changes to address those issues,” he says. He looks forward to expanding the use of WalkMe to optimize the customer experience in a meaningful way.