Case Study: ParentMail achieves 30% faster onboarding and fewer support calls with WalkMe

ParentMail Transitions Smoothly to New User Interface with WalkMe, Reports High Adoption Rate and an Improved Experience

ParentMail, a UK school communications platform used by millions across thousands of schools, needed to roll out a redesigned user interface without overburdening its support team. The company faced the dual challenge of quickly training a broad, non-technical user base and highlighting new features so parents and staff could adopt the updated system with minimal friction.

ParentMail implemented WalkMe’s in-app Smart Walk-Thrus and Launchers to deliver contextual, step-by-step guidance in real time. The approach sped onboarding by about 30%, drove a roughly 30% drop in support calls, reduced costs, and boosted user confidence, satisfaction and feature adoption across schools and parents.

ParentMail

Geoff Jones

Marketing Director