Case Study: Cyncly achieves 70% guide completion and eliminates manual support calls with UserGuiding

How Cyncly Achieved a 70% Guide Completion Rate and Eliminated the Need for Manual Support Calls

Cyncly, a global software provider for the spaces-for-living industry, needed a better way to onboard users of its complex Flex platform. Their existing process depended on time-consuming 45–60 minute manual support calls and hard-coded training that required developer resources for every update, making onboarding unsustainable.

Using UserGuiding’s no-code in-app guidance, Cyncly implemented segmentation, checklists, tooltips, and a resource center to deliver role-based self-service onboarding. With UserGuiding, Cyncly achieved over a 70% guide completion rate on core flows, eliminated manual onboarding calls, and removed developer dependency for updating training content.

Cyncly

Daniel Hoult

Director of Documentation