Case Study: NTU Singapore reduces support costs and improves digital adoption with Usetiful

NTU saves 145 hours in support tickets with Usetiful

Nanyang Technological University (NTU) Singapore sought to improve user adoption across its various in-house digital systems. Users who interacted with these systems infrequently required significant one-to-one support, highlighting a need for a solution that could simplify complex processes. To address this challenge, NTU integrated Usetiful's digital adoption platform (DAP).

Usetiful implemented guided tours, tooltips, and in-app tutorials across NTU's critical systems, including its student intranet and research funding portal. This solution provided dynamic, contextual guidance, which led to a reduction in support requests and training needs. The implementation saved approximately 145 hours in support tickets for one system in a single month and boosted overall user productivity and engagement.

Nanyang Technological University (ntu) Singapore