Case Study: HRlab achieves 53% fewer support tickets, 98% user adoption and 64% faster onboarding with Userlane

How HRlab Reduces Support Tickets

HRlab, a Berlin-based cloud Human Capital Management platform, faced high first-time user complexity because workflows vary by role (HR manager, employee, etc.), leading to many support requests and limited resources to hire more staff. To provide cost-effective, role-specific onboarding, HRlab implemented Userlane’s in-app interactive guidance (Userlane tours) to walk users through the platform from their first login.

Using Userlane to segment audiences and deliver targeted, role-based tours, HRlab reduced support tickets by 53%, raised user adoption from 83% to 98%, and cut onboarding time by 64%, while improving usability and long-term learning. Userlane’s guided walkthroughs enabled HRlab to handle FAQs digitally, lower support costs, and simplify the product experience.

HRlab

Kay Ackermann

Co-Founder & Head of Business Development