Case Study: Cardinal Health achieves 24/7 self-service and accelerated user adoption with Whatfix

Cardinal Health Uses Whatfix For Their 24/7 Self-Help Solution

Cardinal Health Canada set out to migrate customers to a redesigned web ordering site while maintaining a high-quality customer experience. Despite usability testing, they faced a critical adoption challenge: many users needed demonstrative, guided help and one-on-one training wasn’t scalable, creating the risk of increased support calls and emails.

They deployed Whatfix—already proven internally for FastPassCorp password issues—to provide 24/7 interactive walkthroughs and a library of 50+ self-help guides. The solution reduced support contacts and costs, accelerated user adoption, and improved satisfaction, with 45% of survey respondents rating the site’s self-help options above average or excellent.

Cardinal Health

Adam Shapiro

Senior Business Analyst