Triangel Leverages WalkMe’s Interactive Self-Service Help System to Reduce Support Requests and Significantly Boost Sale

Support Requests Huge Decrease
Onboarding Costs Significant Drop
Increase in Product Sales

Triangel offers a range of innovative business solutions that its clients love—but it needed a  new robust help system that could evolve along with its technology. WalkMe’s contextual support was exactly what Triangel needed and, once WalkMe was implemented, Triangel reported:

  • Huge decrease in support requests
  • Significant drop in onboarding Costs
  • Increase in product sales
"WalkMe guides the user inside the solution, not outside of it. It is available everywhere, and it is used at the preferred pace of the user. We compared WalkMe with other products of the same approach. Only WalkMe had the proficiency and extensibility that we needed."
~ Jan Ståle Gjerding
Product Manager, Triangel Solutions AS

Executive Summary

Triangel develops and sells a wide range of web-based business solutions. As its technology evolves, and as its clients use more complex processes, Triangel recognized it needed an advanced support system, one that would facilitate self-service training and onboarding, and be flexible and extensible enough for the company.

WalkMe provided the next generation of support Triangel was looking for. The company implemented a number of Smart Walk-Thrus to guide users through complex processes quickly and easily. Overall, Triangel found WalkMe simple to implement and maintain—and extremely effective, resulting in fewer support calls, faster onboarding, better demos, and increased sales.

"WalkMe guides the user inside the solution, not outside of it. It is available everywhere, and it is used at the preferred pace of the user. We compared WalkMe with other products of the same approach. Only WalkMe had the proficiency and extensibility that we needed."
~ Jan Ståle Gjerding
Product Manager, Triangel Solutions AS

Triangel offers a range of innovative business solutions that its clients love—but it needed a  new robust help system that could evolve along with its technology. WalkMe’s contextual support was exactly what Triangel needed and, once WalkMe was implemented, Triangel reported:

  • Huge decrease in support requests
  • Significant drop in onboarding Costs
  • Increase in product sales

Executive Summary

Triangel develops and sells a wide range of web-based business solutions. As its technology evolves, and as its clients use more complex processes, Triangel recognized it needed an advanced support system, one that would facilitate self-service training and onboarding, and be flexible and extensible enough for the company.

WalkMe provided the next generation of support Triangel was looking for. The company implemented a number of Smart Walk-Thrus to guide users through complex processes quickly and easily. Overall, Triangel found WalkMe simple to implement and maintain—and extremely effective, resulting in fewer support calls, faster onboarding, better demos, and increased sales.

Executive Summary

Triangel develops and sells a wide range of web-based business solutions. As its technology evolves, and as its clients use more complex processes, Triangel recognized it needed an advanced support system, one that would facilitate self-service training and onboarding, and be flexible and extensible enough for the company.

WalkMe provided the next generation of support Triangel was looking for. The company implemented a number of Smart Walk-Thrus to guide users through complex processes quickly and easily. Overall, Triangel found WalkMe simple to implement and maintain—and extremely effective, resulting in fewer support calls, faster onboarding, better demos, and increased sales.

THE
Challenge

Searching for a next-generation self-service support system

Triangel customers require their systems to be flexible and support continuously more advanced work processes. Triangel users offered feedback to the company: they stated that the Triangel  systems were intuitive, but that users needed help with more complex processes. Triangel’s existing help system was not sufficient to meet this request, and the company was searching for the next generation of help systems and e-learning, when they came to WalkMe.

THE
Solution

Contextual guidance for complex processes

Triangel had tried many of the “traditional” help systems throughout the years: white papers, separate online help documents, help videos, and more. Each had its weaknesses, either for the users or for Triangel to maintain it. Triangel chose WalkMe because it is contextual and able to handle the complex processes that its users were struggling with. Triangel was also excited at how simple WalkMe was to implement and maintain, and that changes or updates to any of the WalkMe applications were easy and quick.

Triangel was able to add Smart Walk-Thrus to aid users with the most complex work processes. The ability to hide the Walk-Thrus using jQuery id has greatly benefited Triangel as well, as it allows the company to define which users see which WalkMe solutions, based on their access levels. Triangel also plans to base its e-learning system on WalkMe, and will take advantage of Onboarding tasks and other applications once the e-learning element is built.

“WalkMe guides the user inside the solution, not outside of it,” says Jan Ståle Gjerding, Product Manager, Triangel Solutions AS. “It is available everywhere, and it is used at the preferred pace of the user. We compared WalkMe with other products of the same approach. Only WalkMe had the proficiency and extensibility that we needed.”

THE
Benefits

Reduced onboarding costs, decreased support time

Triangel’s users appreciate WalkMe’s interactive help functions – especially when they are new to the system, or when performing more infrequent work processes. WalkMe also provides Triangel with statistics to improve the help content, and advanced list search phrases.

“WalkMe is impressive, and it already very vital for us. WalkMe provided us with the modern, interactive, extensible help system we were looking for,” explains Gjerding.“It blends in nicely with our web applications. It improves our demos, and thus also improves sales.”

Looking ahead with WalkMe

“WalkMe is a great tool that not only our users benefit from, but it also frees up time for our support team and saves us money internally. It reduces the costs of onboarding new customers/users, and decreases unnecessary support time. We hope to see similar results when we build our e-learning system based on WalkMe,” Gjerding says.”

About Triangel Solutions AS
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