Case Study: City of Bakersfield achieves 50% fewer invoice rejections with Whatfix

City of Bakersfield Takes a User-First Approach to Back-Office Modernization With Whatfix

The City of Bakersfield, a California municipality modernizing its back-office operations with Oracle ERP and Oracle HCM, faced slow, manual user training, high support demand, and frequent errors in tasks like invoice submission and purchase requests. To improve adoption and reduce friction, the city partnered with Whatfix through TAM Training to provide in-app guidance and self-service support for employees.

Whatfix implemented guided Flows, Self Help, Beacons, and Task Lists to help users complete Oracle workflows more accurately and independently. The results were immediate: rejected invoices fell by over 50% from 100+ per month to under 50, 73% of users adopted Whatfix, and 130 of 170 activated users engaged with the content, while support needs during onboarding decreased and user confidence improved.

City of Bakersfield

Rukaiya Noordeen

Enterprise Business Analyst