Case Study: Experian Achieves Salesforce Adoption and Productivity Gains with Whatfix

Experian reduces Salesforce support tickets by 55% with Whatfix

Experian, a leading global information services company, faced challenges enabling its massive global sales team on a heavily customized Salesforce instance. Traditional training methods like LMS courses and video libraries could not keep pace with the frequent changes, leading to a complicated user experience, delayed implementations, and high content creation costs. To solve this, Experian turned to the digital adoption platform Whatfix for a solution.

By implementing Whatfix, Experian provided real-time, in-app guidance and contextual support within Salesforce. The solution included interactive walkthroughs, a self-help menu, automated prompts for overdue opportunities, and alerts for incomplete data. This led to significant results, including a 48% reduction in training content creation costs, a 55% reduction in Salesforce IT support tickets, and a 72% year-over-year increase in seller productivity. Whatfix enabled Experian to dramatically improve onboarding and drive greater Salesforce adoption across its global team.

Experian

Lee Glenn

Senior Specialist, Global CRM Training