Case Study: SynerTrade reduces support tickets and training costs with Newired

SynerTrade cuts support tickets by 40% with Newired

SynerTrade, a leading European provider of digital procurement software, faced challenges with user onboarding and support for its Synertrade Accelerate platform. Users were not reading manuals and instead created a high volume of support tickets, which overloaded the internal team and slowed issue resolution. This was especially difficult as the platform served both internal customers and external suppliers. To address this, SynerTrade partnered with Newired to implement its in-app guidance and digital adoption solution.

Newired was integrated into the Synertrade platform, providing contextual, multilingual guidance that helped users complete tasks directly within the application. This solution led to a 40% reduction in support tickets per month and cut user training time by 60%. The implementation was smooth, and Newired's flexible OEM partnership model allowed SynerTrade to add significant value to its own product, improving usability and customer satisfaction without any development effort.

SynerTrade