Case Study: Merkle cuts help desk tickets by 50% with Stonly

Merkle Reduced Internal Help Desk Tickets by Over 50% with Stonly

Merkle, a dentsu company with 14,000+ employees across 50+ countries, needed a better way to enable employees to use its proprietary Pipes software. Limited resources, repetitive help desk tickets, and too many one-on-one training sessions made it hard for the internal application team to provide timely support and keep employees productive. Stonly helped Merkle address these challenges with digital adoption guidance inside the software.

Using Stonly’s knowledge base, guided tours, tooltips, banners, and custom forms, Merkle delivered proactive, in-app support tailored to employees’ roles and needs. The result was a 50%+ reduction in help desk tickets and a one-day faster resolution time, freeing the software owners to focus more on product improvements and innovation.

Merkle

Joe Boniface

Product Success Manager