Case Study: EIDA Solutions achieves over 50% fewer support queries and faster onboarding with Userlane

How Eida Is Training Customers

EIDA Solutions was struggling with a time-intensive, mostly in-person onboarding process that became unsustainable as the company grew — account managers spent too much time on repetitive trainings and follow-up support while users frequently forgot how the platform worked. EIDA Solutions chose Userlane for its intuitive, user-friendly in-app onboarding and responsive support to give customers on-demand access to training without constant manager intervention.

Userlane implemented guided, self-service onboarding and in-app guidance so users could learn when they needed to, freeing account managers for higher-value work. As a result, support queries fell by over 50%, retraining rates dropped by 25%, and overall training success and customer confidence improved, enabling EIDA Solutions to scale and pursue international clients more easily.

EIDA Solutions

Sarah Kennedy

Business Development Manager