Case Study: Freshworks drives behavior change and boosts software adoption with iorad

Freshworks scales digital adoption for 1,500+ sellers in 8 months with iorad

Freshworks, a global SaaS company, faced the challenge of driving user adoption for a complete CRM overhaul and the rollout of over a dozen other GTM tools on a highly compressed eight-month timeline. With a lean enablement team and no sandbox access for users before launch, they needed a scalable solution to ensure behavior change, not just knowledge transfer. They partnered with iorad to create interactive tutorials as a core part of their strategy.

Using iorad's click-through simulation format, Freshworks built a five-stage learner adoption framework. This solution embedded interactive tutorials for practice within e-learning modules, provided in-app help, and created a central Tooling Hub. The results included higher adoption rates, significantly fewer support escalations, and a major cultural shift where users began to self-serve tutorials before asking for help. iorad enabled Freshworks to scale their training and drive real behavior change across their entire organization and partner ecosystem.

Freshworks