Silvertrac came to WalkMe to better achieve its customer-related goals. With an agile product and a rapidly growing customer base, Silvertrac looked for a way to introduce new features and updates so that all of its customers could accurately and effectively take advantage of its wide array of features and functions. Silvertrac hoped to shorten onboarding time, while still giving their customers the impression of “hand holding” customer support.
“In the past, new releases meant a major influx of support calls for our customer service staff. The problem was that more than 75% of those support calls were “How do I…?” calls, which took away from our ability to work through the bugs that often arise when a software company releases a new version. Our support team dreaded the new launch until we found WalkMe,” stated Johnny Page, Customer Success Enthusiast at Silvertrac.
WalkMe went live with 29 Walk-Thrus, in coordination with the launch of Silvertrac’s new user interface. Context-appropriate Walk-Thrus guide users through advanced processes. WalkMe acquaints Silvertrac users with new features and the new environment by delivering guidance specific to each unique user’s precise position. WalkMe created an onboarding checklist for Silvertrac’s new users, which motivates and drives users to complete 11 important tasks. WalkMe is used to ensure users never forget what is learned during initial onboarding, so that user pain is treated before they call the support team.
THE Customer Response
Silvertrac quickly saw a positive change in the way customers reacted to updates and new features.
“We have reduced our onboarding time about 30% since implementing WalkMe. We’ve also been able to train more individuals within a new company, rather than limiting the onboarding process to a 1-on-1 approach. We are working with customers that are now able to use WalkMe to train their colleagues and boost our overall engagement.”
Silvertrac was thrilled to see the number of how-to related customer support requests dropped by nearly 70%. Silvertrac was able to watch WalkMe’s real-time analytics as their users learned to self-task confidently and accurately.
“WalkMe exceeded our expectations- WalkMe had a significant impact on our ability to launch new versions, retrain more than 10,000 users, identify the areas that needed work in our system, and quickly provide a better product to our customers. I now feel very confident in my ability to use the tool and capture a major ROI for our company.” Johnny Page, Customer Success, Silvertrac.