Case Study: Prudential achieves 50% less time spent on core tasks with Nexthink

50% Less Time Spent Data Driven Software Adoption at Prudential

Prudential, the global insurance and finance leader, faced a challenge in measuring and improving employee service experience during its digital transformation. The company turned to Nexthink and its Adopt platform to better understand software adoption, support users, and prove the value of its ServiceNow front-end portal and Workday implementation.

Nexthink implemented adoption analytics by combining in-app interaction data with platform and call tracking data to set measurable objectives and identify high-volume, high-risk processes for tier-zero support. The results were strong: 95% of people used Adopt in their first session, users engaging with targeted enablement content were 150% more likely to complete day-one tasks, task completion rates improved by more than 200%, and core task time was reduced by 50% within 21 days. For the “Request Time Off” task alone, Nexthink helped Prudential save 3,466 hours and cut average completion time to 4 minutes.