Case Study: Experian achieves 72% productivity gain and cuts training & support costs with Whatfix

Experian Drives Salesforce® Adoption Across Its Global Employee-Base With Whatfix

Experian, a global information services company and one of the “Big Three” credit reporting agencies with over 16,000 employees, had invested heavily in Salesforce but struggled with adoption across a highly customized, multi‑regional sales organization. Initial training focused on tool mechanics amid many local processes, leading to inconsistent use and high support demand; Experian needed interactive, in‑flow, role‑ and region‑specific guidance to make Salesforce practical for day‑to‑day selling.

Whatfix delivered on‑screen, personalized walkthroughs, a self‑help “guide‑me” menu, auto‑generated multiformats and SCORM-ready content, and enabled regional stakeholders to create and maintain content quickly. The solution halved content creation time, cut training and content costs by 48%, reduced support queries by 55%, and drove a 72% productivity increase in the first year while improving Salesforce acceptance across the sales organization.

Experian

Lee Glenn

Senior Specialist, Global CRM Training