Case Study: Old Mutual achieves improved advisor adoption and reduced support calls with Whatfix

How Old Mutual Transformed Its Advisor Experience With Whatfix

Old Mutual, a leading African financial services provider, needed to improve adoption of its complex internal advisor platforms, which were used to generate quotes, manage leads, and track customer activity. Frequent application changes and limited training effectiveness were causing workflow inefficiencies, low feature usage, and many avoidable support requests. Old Mutual partnered with Whatfix to provide in-app guidance and make its advisor tools easier to use.

Whatfix implemented digital adoption support across Old Mutual’s two advisor applications, including pop-ups, notifications, self-help, and interactive walkthroughs. The results were strong: Old Mutual cut advisor support calls by 33% and increased in-app self-help success from 4% to 88% within months. Whatfix also helped create a more scalable training approach and improved advisor productivity and experience.

Old Mutual

Hein Pieters

Head of Adviser Solutions