Case Study: Silvertrac achieves 30% faster onboarding and 70% fewer support requests with WalkMe

Silvertrac - Customer Case Study

Silvertrac, a Las Vegas–based incident reporting and information-gathering platform used by over 10,000 users across hospitals, universities, HOAs and hotels, needed a better way to roll out frequent product updates and shorten onboarding without losing the “hand‑holding” customer support experience. Rapid growth and agile releases had generated a flood of “How do I…?” support calls—more than 75% of inbound requests—severely distracting the support team.

WalkMe implemented 29 context‑aware Walk‑Thrus, an 11‑step onboarding checklist, and real‑time analytics to deliver task‑specific guidance and reinforce learning after initial training. The result: onboarding time dropped by about 30%, how‑to support requests fell nearly 70%, customers could self‑train at scale (retraining 10,000+ users), and Silvertrac improved launch confidence and overall ROI.

Silvertrac

Johnny Page

Customer Success Enthusiast