Case Study: Sentry Insurance achieves 40% faster customized end-user training and $950K+ savings with Whatfix

How Sentry Insurance leveraged Whatfix to create customized end-user training 40% faster than developing the content in-house

Sentry Insurance, a mutual insurer, needed a scalable, learner-centric way to train thousands of employees and customers across many different internal and external applications (claims, policy administration on Guidewire, customer portals). Because each user role and application required tailored, just-in-time support across onboarding, ongoing education, new features, re-learning, and issue-related help, Sentry sought a self-service solution to reduce support workload and deliver role-specific guidance.

By deploying Whatfix across six applications, Sentry delivered in-app, real-time walkthroughs, pop-ups, SmartTips and self-help content that reduced content-creation time by 40% and saved more than $950K in resources and regained productivity. The solution provided guidance to 2,000+ internal associates and 75,000 customers, produced 500+ resources in the claims app (accessed 15,000+ times in 12 months), cut routine support requests, increased user satisfaction via in-app surveys, and set the stage for expanded analytics-driven content.

Sentry

Colleen Behnke

Learning and Performance Specialist