Case Study: Wittel speeds up CRM onboarding and cuts support costs with Newired

Wittel cuts training expenses by 51% with Newired

Wittel, a Brazilian system integrator, faced significant challenges after replacing its corporate CRM with SugarCRM. The complexity of the new platform led to high training expenses, excessive support tickets, and slow employee onboarding, as staff struggled with forgotten processes and lacked standardized, contextual guidance. Seeking a unified solution to standardize support and training directly within the CRM, Wittel's IT manager, Eid Andrade, turned to the vendor Newired.

Wittel implemented Newired's digital adoption platform, Newired Journeys, to provide in-application, step-by-step guidance across its SugarCRM modules. The solution was quickly adopted, allowing the IT team to create contextual guides and processes without extensive training. As a result, Wittel reduced employee training expenses by 51% and decreased monthly support tickets by 30%, while significantly accelerating onboarding and improving process standardization across departments.

Wittel