Case Study: Hays improves CRM adoption and employee engagement with Whatfix

Hays Accelerates CRM Adoption & Improves Employee Engagement With Whatfix

Hays, a global recruiting company, needed a faster way to train and support more than 1,500 users on its constantly changing IRIS CRM. With multiple internal applications and time-consuming questions around new features, Hays partnered with Whatfix to improve CRM adoption, streamline onboarding, and reduce reliance on manual training and support.

Whatfix implemented in-app guidance and self-service support in IRIS through Beacons, Self Help, Flows, Smart Tips, and pop-ups, including the ERO mascot to encourage exploration and learning. The results included a 75% reduction in application-related support tickets, 5x higher employee engagement, 34 Flows viewed over 400 times, and 118 Smart Tips created to support users in the flow of work.

Hays

Charlotte Binder

Project Manager Business Solutions & Corporate Projects