Clarizen is a collaborative project management software company with hundreds of companies starting free trials every month. Clarizen found that users who had little project management experience would not go through the steps of opening up a support ticket to receive guidance in setting up their first projects. Like many SaaS companies, Clarizen faced a common challenge of getting trial users to engage with their product and navigate to its best features, which, once done, often led to paid conversions. Clarizen found a strong correlation between trial users converting to paid users as well as an increase in first project setup when they were able to use the product.
As a result, Clarizen identified this particular sequence of events as an important area to which a solution must be dedicated – by finding a way to help trial users set up their first project as easily and intuitively as possible.
Furthermore, Clarizen’s software offers many advanced functionalities and sought to increase usage of its advanced features amongst its existing customers without burdening its support team.
WHY Clarizen Chose WalkMe?
Clarizen had been thinking of developing a new feature, a customized interactive guide to help its first time users and current customers set up their first project intuitively and guide them seamlessly through all of their product’s diverse features. When Rachel Hadas, VP of Products for Clarizen, discovered WalkMe, she realized the strength of its technology immediately and its ability to solve many issues, including reducing customer support demands, increasing engagement, and increasing conversions. Very rarely can one product provide so many solutions to the various challenges of a SaaS company’s infrastructure and business flow. The easy and seamless integration of WalkMe’s “Walk-Thrus” into Clarizen’s product was the exact solution they sought—saving thousands of hours of developer timeat the fraction of the cost, which was more robust, customizable, and enabled them to produce Walk-Thrus for their customers within a matter of days. Furthermore, WalkMe’s open API enabled Clarizen to build Walk-Thrus right into their SaaS offering:
1) By allowing the customization of dialog box appearance and behavior.
2) By offering guided Walk-Thrus in multiple languages to its clients around the world.
3) By allowing the integration of WalkMe’s statistics with their Google Analytics.
When Clarizen began offering WalkMe as part of their free trial service, Clarizen saw an immediate increase of 25% in their project activations. When the number of new registratants who use a Walk-Thru was factored in, the likelihood of new project activations to occur increased by over 100%. In addition to new trial users, an average of 16% of Clarizen’s existing customers utilized Walk-Thrus and have reduced inquires to Clarizen’s customer support department. Since first time users were often overwhelmed by not knowing where to begin, they simply would move onto the next SaaS project management software instead of opening up a support ticket. Clarizen wanted to see how WalkMe would change that.
As a result, Clarizen had identified a clear correlation and increase in free trial conversions to paid customers as a result of implementing WalkMe. Clarizen’s paying customers employed the Walk-Thrus in great numbers with an average rate of 16% of active customers using them on a regular basis. This enabled Clarizen to highlight more of its advanced features to “power” users. Furthermore, Clarizen saw a reduction in the amount of support calls received since integrating WalkMe into its platform.
WalkMe’s Technology and Reputation Looks Ahead
Many of Clarizen’s customers have been so impressed with WalkMe’s technology on Clarizen’s platform that they have signed up for the service and have incorporated WalkMe into their own training practices within their companies. They track which employees have experienced particular Walk-Thrus and thus give training scores based upon these statistics. More companies are identifying the areas where WalkMe’s technology can be successfully implemented into their own platforms for multi-purpose needs.
WalkMe’s Multi-lingual Capability
WalkMe’s ability to provide Walk-Thrus in any language has provided Clarizen’s customers from around the world with customized support to meet their clients’ needs.
Integrates with Google Analytics
WalkMe’s open API ability enabled Clarizen to customize and integrate WalkMe’s technology and Walk-Thrus seamlessly into their platform to best meet their customers’ needs and user experience.