Case Study: Reed achieves faster CRM adoption and reduced support calls with Whatfix

How Reed Drove Its Digital Transformation Efforts With Whatfix

Reed, a UK recruiting company, faced slow adoption of its new CRM during a phased 18-month rollout. Its existing onboarding methods, including videos and user guides, were not enough to help employees switch from the legacy CRM, and this led to continued reliance on the old system and a high volume of service desk support calls. Whatfix was brought in with its intuitive, integrated, and intelligent DAP to improve CRM adoption.

Whatfix implemented role-based guided learning to support users directly in the CRM and make onboarding more effective. As a result, Reed reduced service desk support calls by 23% within six months of deployment, while improving user adoption of the new CRM.

Reed

Callum Gordon

Product Support Manager