Case Study: Synchrony Financial achieves faster Workfront adoption and improved user efficiency with JumpSeat

Synchrony Financial - Customer Case Study

Synchrony Financial faced slow Workfront adoption and a time‑intensive support burden for its COSMOS team—supporting over 1,300 Workfront users with many roles—where new users often abandoned onboarding and existing users struggled to find role‑specific job aids. To address this, Synchrony partnered with JumpSeat to deploy in‑platform JumpSeat Guides and sandboxed, role‑aware training tied to Workfront profiles.

JumpSeat implemented branching, role‑synced modules (three modules for new marketing managers, a 45‑guide library and targeting across almost 150 roles), on‑demand in‑app guidance and module quizzes that require an 85% pass to gain production access. As a result, JumpSeat helped Synchrony enhance new user onboarding, raise user satisfaction, shorten adoption time for policies and procedures, deliver just‑in‑time role‑specific help 24/7, and reduce time spent on administrative tasks.

Synchrony Financial

Ellen Saltmarsh

VP Change Management Leader