Case Study: Microsoft achieves seamless enterprise change adoption with Whatfix

Microsoft Eliminated Change Confusion & Secured Its Enterprise Systems With Whatfix

Microsoft faced a challenge when rolling out a new IP Firewall control for MSX: remote sellers needed VPN access, but the standard error message created confusion and drove extra support requests. To reduce ticket volume and help users comply quickly, Microsoft partnered with Whatfix, using in-app guidance within Dynamics 365 Sales.

Whatfix implemented a video pop-up overlay and other contextual Flows that guided sellers to connect via VPN and adopt new sales workflows. The results included a 90% reduction in VPN support tickets, more than 3,000 hours saved in support effort, and over 140,000 interactions from 24,000+ users, helping Microsoft scale secure adoption across its seller community.

Microsoft

Mayank Dehgal

Sr. Product Manager of MSX