Case Study: Serviceminder.io achieves a rapid 4-week launch and 67% customer satisfaction with Userlane

serviceminder goes live with Userlane in just four weeks

Serviceminder.io, an award-winning CRM and operations platform for home service franchises, needed to revamp its Help experience to improve onboarding, accommodate different learning styles, and gain transparency into software usage. To address these challenges it selected Userlane to provide in-app interactive guidance, tooltips and analytics (including HEART insights) so users could learn by doing rather than reading lengthy articles.

Userlane implemented interactive guides and tooltips and went live in just four weeks, creating a one‑stop support hub and enabling immediate analytics on usage and gaps. The deployment drove measurable impact: 64% engagement with learning materials and 67% customer satisfaction, supported a move of the knowledge base to SharePoint for tighter integration, and positioned Serviceminder.io to reduce routine “How do I?” support tickets thanks to Userlane.

Serviceminder.io

Karen Libby

Director of Product