Case Study: Smartbox Group achieves 20% fewer login errors, faster partner onboarding and improved gift experiences with Whatfix

How Connecting Smartbox’s Platform with Whatfix Improved Partner Knowledge and Recipient Gift Experiences

Smartbox Group is the European leader in experience gifts, selling some 65 million experiences across 11 countries through a network of 42,000 partners. Despite rapid product growth, partners struggled with the Partner Management Portal—facing high login error rates, difficulty navigating tasks like bookings and invoices, frequent support contacts, and limited internal development resources to create training or update guidance.

To address this, Smartbox implemented Whatfix’s Digital Adoption Platform in August 2019, giving product teams the ability to publish walkthroughs, self-help content, and urgent communications without developer involvement. The result: a 20% drop in login errors, about 75% of partners finding answers via Self Help Search, reduced support queries, faster onboarding and Salesforce Lightning adoption, and improved partner productivity across ~30,000 weekly logins.

Smartbox Group

Ben Reinhardt

Product Owner