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