Case Study: a large HR SaaS provider reduces support tickets and improves GRR with ReachSuite

Increasing GRR while Decreasing Support Costs

The customer, a large HR SaaS provider, faced a significant challenge after an acquisition, needing to train a large number of event staff on complex new technology at scale. Traditional methods like videos and PDFs were ineffective, leading to poor adoption and a high volume of support tickets. They partnered with ReachSuite and its Expansion Suite product to create a solution.

ReachSuite provided an interactive demo automation platform that allowed the customer to build hands-on training experiences for key features. This solution led to a 50% decrease in support ticket volume, with one feature seeing no tickets at all from users who completed the experience. The success of the ReachSuite implementation improved user adoption, contributed to gross revenue retention, and lowered support costs.