Case Study: Dutch Flower Group achieves streamlined onboarding of 10,500 customers, 40% user engagement and 24/7 self-service support with Userlane

Excellent customer experience and 24/7 support

Dutch Flower Group, Europe’s largest exporter of flowers and plants, was rolling out a new SAP Commerce Cloud e‑commerce platform across five sales units and 20 production sites and struggled with customer adoption, high support call volumes and user frustration. To speed onboarding and provide 24/7 help in the moment of need they selected the Userlane Digital Adoption Platform.

Userlane delivered in‑app, multi‑language guidance and self‑service training that allowed decentralized teams to create and update content quickly. As a result, Userlane helped onboard over 10,500 customers, achieved a 40% in‑app engagement rate, enabled support in 24 languages and around the clock, and significantly reduced time spent on training while improving customer efficiency and satisfaction.

Dutch Flower Group

Peter​ van Os

Product Owner Digital Sales