Case Study: City of Baltimore accelerates Oracle Unifier adoption and reduces training time with Whatfix

City of Baltimore cuts Oracle training time by 63% with Whatfix

The City of Baltimore faced significant challenges in user adoption and training during its digital transformation with Oracle Unifier. Traditional onboarding methods like classroom training and PDFs were resource-intensive and quickly became outdated, leading to user errors and a high volume of IT support tickets. To address these people-centric rollout challenges for its 529 users, the city partnered with Whatfix to provide in-app guidance.

By implementing Whatfix on Oracle Unifier, the city delivered contextual, step-by-step guidance directly within user workflows. This solution included interactive Flows, Smart Tips, and Beacons. The results were a 63% reduction in time-to-proficiency, a 98% resolution rate for IT support tickets using Self-Help, and 100% completion of guided onboarding. Whatfix enabled the City of Baltimore to accelerate project delivery, improve data accuracy, and reduce compliance risk.

City of Baltimore