Case Study: Grupo IOB reduces support tickets with UserGuiding

How Grupo IOB decreased support tickets with UserGuiding’s interactive onboarding elements

Grupo IOB, a provider of enterprise and accounting management solutions, faced a significant challenge with its user onboarding process. Their existing training portal was not sufficiently guiding new users, which led to a high volume of support tickets and onboarding calls. This overwhelmed their onboarding team and created an unsustainable cycle of change requests for their development team. They turned to UserGuiding in search of a solution to create a more scalable process and reduce the support burden.

By implementing UserGuiding’s interactive onboarding elements, including checklists, interactive guides, and hotspots, Grupo IOB transformed their portal into a self-service, user-friendly experience. The solution from UserGuiding empowered their onboarding team to make changes without developer assistance. This resulted in a significant drop in support requests, the creation of a scalable onboarding process, and a main flow completion rate exceeding 75%.

Grupo IOB

Gislaine Vichesi

UX Researcher and Writer