Truckstop.com Increases Customer Retention, Feature Adoption with WalkMe’s Customizable Digital Training Solution

Simplify User Experience 37,000 Customers
Incoming Support Requests Double Digit Drop

Truckstop.com connects transportation professionals across North America. WalkMe worked with the innovative company to implement in-app training that improved feature adoption and customer retention. Since partnering with WalkMe, Truckstop.com has seen:

  • Simplified user experience for 37,000 customers
  • Double-digit drop in incoming support requests
  • Significant reduction in customer churn
"Helping our customers be successful is our number one priority at Truckstop.com. We have received world-class customer care from the WalkMe team. It’s a partnership that we value, and is positively, measurably impacting our business."
~ Nate Rowlan
Training Manager, Truckstop.com

Executive Summary

Truckstop.com is a leading provider of web-based solutions for transportation professionals across North America. The company offers a broad range of services, many of which were not being used to their full potential. Truckstop.com needed a simple and robust self-service training solution that would guide users through its features.

WalkMe’s contextual, real-time guidance provided the onboarding and support system Truckstop.com needed to meet the needs of its customers. Step-by-step guidance at the point of need significantly improved the user experience, resulting in greater customer retention and reduced churn. Truckstop.com also noticed a double-digit reduction in support requests within months of implementing the WalkMe Digital Adoption Platform.

"Helping our customers be successful is our number one priority at Truckstop.com. We have received world-class customer care from the WalkMe team. It’s a partnership that we value, and is positively, measurably impacting our business."
~ Nate Rowlan
Training Manager, Truckstop.com

Truckstop.com connects transportation professionals across North America. WalkMe worked with the innovative company to implement in-app training that improved feature adoption and customer retention. Since partnering with WalkMe, Truckstop.com has seen:

  • Simplified user experience for 37,000 customers
  • Double-digit drop in incoming support requests
  • Significant reduction in customer churn

Executive Summary

Truckstop.com is a leading provider of web-based solutions for transportation professionals across North America. The company offers a broad range of services, many of which were not being used to their full potential. Truckstop.com needed a simple and robust self-service training solution that would guide users through its features.

WalkMe’s contextual, real-time guidance provided the onboarding and support system Truckstop.com needed to meet the needs of its customers. Step-by-step guidance at the point of need significantly improved the user experience, resulting in greater customer retention and reduced churn. Truckstop.com also noticed a double-digit reduction in support requests within months of implementing the WalkMe Digital Adoption Platform.

Executive Summary

Truckstop.com is a leading provider of web-based solutions for transportation professionals across North America. The company offers a broad range of services, many of which were not being used to their full potential. Truckstop.com needed a simple and robust self-service training solution that would guide users through its features.

WalkMe’s contextual, real-time guidance provided the onboarding and support system Truckstop.com needed to meet the needs of its customers. Step-by-step guidance at the point of need significantly improved the user experience, resulting in greater customer retention and reduced churn. Truckstop.com also noticed a double-digit reduction in support requests within months of implementing the WalkMe Digital Adoption Platform.

THE
Challenge

Simple onboarding to improve usability and reduce churn

With over 37,000 customers, Truckstop.com needed a simple solution to improve its platform’s usability – one that could be easily applied across all of its products and solutions. Customers were having difficulty onboarding and engaging with the platform, which put them at a high risk for churn. Truckstop.com was also experiencing large (and costly) daily volumes of support requests, primarily through their phone system.

As a result, Truckstop.com was looking for ways to strategically improve its customer onboarding process and overall engagement experience, while also easing the support burden by reducing the number of requests.

The
Solution

Personalized real-time guidance for efficient onboarding

By implementing WalkMe contextual engagement and on-screen guidance apps, Truckstop.com simplified the Truckstop.com digital experience. With WalkMe in place, customers are led step-by-step through the onboarding process, learn the system in situ, and consequently recognize the value of the Truckstop.com more quickly than they would have otherwise.

Truckstop.com uses WalkMe to highlight the key features that are relevant for specific users, which greatly personalizes the customer experience and increases user engagement. Some of these features include negotiation and optimization tools, and how to upgrade an account.

WalkMe allows Truckstop.com to facilitate on-demand, tactile (kinesthetic) learning, and impact real behavior change that benefits all users.

THE
Benefits

Increased adoption rates and customer retention

Within a few months of adding WalkMe to its online platform, Truckstop.com reported a huge increase in the adoption rates of its key features, such as RateMate and FuelDesk, key aspects of the company’s success. Customers are easily navigating and engaging with the platform, which has led to an increase in customer retention, and a reduction in churn.

The improvement in platform usability and the self-service options have also decreased the support burden – with a double-digit drop in the number of requests for support in issues covered by WalkMe.

About Truckstop.com
More Like This

"WalkMe is helping Thermo Fisher Scientific achieve our mission of being the world's leading digital science company, so that...

"As a tech company, it’s very tempting for us to say, “We can build it ourselves,” but this would...

"WalkMe is an invaluable solution that makes Oracle Sales Cloud easy to use for our 6,000 users. Implementation was...

Advertisement