Case Study: Mary Kay achieves faster global onboarding and fewer support tickets with Apty

How Mary Kay Reduced Support Tickets and Scaled Onboarding Across 3 Million Consultants Across 24 Countries

Mary Kay, which relies on a global network of over 3 million independent consultants across 24 countries, was hindered by fragmented onboarding, language barriers, and a rising volume of repetitive support tickets that slowed consultant ramp-up and hurt the customer experience. To address this, Mary Kay partnered with Apty to embed contextual, multilingual guidance directly inside their Salesforce Community and Commerce platforms using Apty’s digital adoption/in‑app onboarding capabilities.

Apty implemented in‑app onboarding flows in 15+ languages, country‑customized contextual training, and analytics to identify adoption bottlenecks. The solution reduced dependency on external training and ticket-based support, significantly cut internal support ticket volume, accelerated consultant self‑sufficiency and sales readiness, and improved customer experience across markets—enabling faster ramp-up for Mary Kay’s 3M+ consultants in 24 countries.

Mary Kay