Case Study: PlanetHS deflects 190,000+ support tickets with Whatfix

PlanetHS eliminates 190,000+ support tickets with Whatfix

PlanetHS (now BigTeams), a SaaS platform for athletic management in US schools, faced significant challenges with outdated and unscalable training methods. Their reliance on lengthy one-on-one onboarding calls led to user confusion, a high volume of support tickets, and difficulties in managing their growing user base of over 60,000. To address this, they turned to the vendor Whatfix and its digital adoption platform to create a more scalable, product-led training experience and reduce support costs.

By implementing Whatfix, PlanetHS utilized in-app guidance like Flows and Smart Tips for contextual onboarding, Self Help for real-time support, and Field Validation to improve form completion. This solution delivered exceptional results, including the deflection of over 190,000 support tickets, more than 9 million interactions with Smart Tips, and a vastly improved user feedback process. Whatfix enabled PlanetHS to transform its user experience, achieving massive scalability and significantly reducing its support burden.

PlanetHS