Because user adoption is critical to Octiv’s success, the company was looking to implement an in-application help system. One of the key requirements with the project was that a non-technical user needed to be able to manage and deploy help services, without technical assistance. Octiv sought out a solution which would increase adoption while providing an excellent new-user introductory experience. Octiv required a solution which would allow for effective communication with users and for faster, improved product onboarding.
Octiv found WalkMe at Dreamforce in 2013 and realized it was “exactly what Octiv was looking for” said Jim McIntosh, Director of Product Management. Octiv implemented the solution in just a couple weeks and then rolled it out as a persistent feature with the software shortly after. Octiv has 14 live Walk-Thrus, which take new users through advanced processes so that they can hit the ground running when they start using the product. Octiv quickly discovered that designing Walk-Thrus is simple, and it can be done in minutes, not days. Octiv also uses WalkMe to introduce the product to prospective customers, ensuring an engaging first-time experience.
Octiv takes advantage of a number of WalkMe’s features. Octiv uses Launchers to allow for unobtrusive, non-disruptive support. Octiv uses WalkMe to highlight and promote new features in the application, to highlight product messages, and to gather real-time customer feedback via the WalkMe Survey. The customer feedback collected with the WalkMe Survey is then used by Octiv to further improve the application and to identify enthusiastic customers who could be a great reference for testimonials, case studies, or speaking engagements.
Octiv’s customers report that WalkMe for Octiv “is the ideal version of hands on learning” and “saves so much time” for TinderBox administrators and users alike. Octiv administrators can direct users to use the Walk-Thrus rather than “having to explain a workflow to 300 individual users.”
“WalkMe for Octiv has increased efficiency and allowed our clients with more customized workflows to get their sales users up and running faster than ever before,” said Tom Marvel, a technical consultant on the Client Success team.
WalkMe has drastically reduced the number of hours Octiv’s account managers spend retraining users. WalkMe frees up account managers to focus on best practices and to help customers become more successful with the Octiv products.
WalkMe guides users when they need help the most, without having to leave the screen to search for FAQ pages or external help documents. “Being able to introduce new features to a user and to promote our events directly in the product, where the user is, makes my job that much easier,” said Amanda Lester, Product Marketing Manager.
WalkMe has been instrumental in supporting and accelerating adoption of new Octiv features and its next-generation user interface. During the first week of the new Octiv interface, the in-app WalkMe tours helped support an aggressive 45% adoption of the application, far exceeding previous adoption curves for product releases.
“As we look to add additional products to our sales productivity suite, WalkMe will be a key partner to help us accelerate adoption. With WalkMe we are able to provide a great first-time experience for new users and get them started using the application right away,” said Jim McIntosh, Director of Product Management.
Octiv intends to continue and scale their WalkMe usage with introducing new products. “The time spent using the software and guidance from WalkMe representatives, our experience has been phenomenal! We’ve truly enjoyed working with the implementation team. They are quick to respond and always willing to take time to assist us.”