Case Study: Jamf boosts feature adoption and cuts support tickets with Skilljar

How Jamf Made Customer Success + Customer Education a Power Duo

Jamf supports over 76,000 customers and needed a way to scale customer education without losing the personal touch of its high-touch onboarding approach. As the company shifted from an on-premise model to a cloud-based SaaS model, Customer Success and Customer Education were also working in parallel, creating gaps in the customer journey. Jamf used Skilljar and Gainsight CS to bring those teams together.

With Skilljar and Gainsight CS, Jamf connected onboarding, training, and customer support into one coordinated experience. Gainsight’s Journey Orchestrator triggered welcome emails and tracked progress, while Skilljar delivered courses and training paths; the teams also used training content to drive a 60% adoption rate for a key feature and cut support cases by 80% on one common issue. Jamf also certified more than 10,000 people every year through its education programs, while giving CSMs real-time visibility into customer progress.

Jamf

Randon Ruggles

Director