Case Study: Wittel achieves faster CRM onboarding and 60% fewer internal support requests with Newired

Speed-up employees onboarding on the corporate CRM

Wittel, a São Paulo–based systems integrator (≈180 employees, $80M revenue), faced a difficult CRM transition after replacing SalesforceCRM with SugarCRM: cross‑department onboarding was slow and inconsistent, employees frequently relied on internal support, and training was costly and time-consuming. To standardize onboarding and in‑app support, Wittel chosen Newired and adopted the Newired Journeys digital adoption platform, installed on their Azure cloud and integrated into SugarMarket, SugarSell and SugarServe.

Newired created contextual, process‑driven guided Journeys (tooltips, videos and step‑by‑step flows) so employees could work independently across CRM modules. The Newired deployment cut onboarding time (from about one week to three days), reduced training expenses by 51%, lowered monthly support tickets by 30%, and enabled roughly 1,300 tickets to be resolved weekly, delivering a faster, scalable internal support model for Wittel.

Wittel

Eid Glauco Andrade

IT Manager