Case Study: Microsoft achieves 90% fewer VPN support tickets with Whatfix

Microsoft cuts VPN support tickets by 90% with Whatfix

Microsoft, a global technology company, faced increased support tickets and user confusion when it rolled out a new VPN-based security control for its sellers using MS Dynamics 365. The standard error messages prompted a surge in help requests, overwhelming IT support channels as users sought guidance on the mandatory change.

To solve this, Microsoft deployed Whatfix's in-app guidance, specifically a dynamic video pop-up within Dynamics 365 that triggered when a VPN issue was detected. The Whatfix solution guided sellers to resolve the connection issue themselves. This resulted in a 90% reduction in VPN-related support tickets, saved over 3,000 support hours, and saw over 140,000 guidance interactions from 24,000 users, enabling seamless change execution and increased feature adoption.

Microsoft

Mayank Dehgal

Sr. Product Manager of MSX