Case Study: Sophos Achieves Faster Salesforce Change Management with Whatfix

Sophos cuts Salesforce support tickets by 15% with Whatfix

Sophos, a leading global cybersecurity company, faced a significant challenge in managing frequent Salesforce updates and customizations. With users spread across seven countries, the constant change created friction and a high volume of support tickets for its sales team. To provide effective, on-demand training and self-serve support, Sophos implemented the Whatfix digital adoption platform.

Using Whatfix, Sophos delivered real-time, in-app guidance and Smart Tips directly within Salesforce. This solution provided 24/7 support and streamlined change management, leading to a measurable reduction in IT support. Whatfix helped Sophos achieve a 15% year-over-year reduction in sales operations support tickets, equating to roughly 12,000 fewer cases annually, and saved over 1,070 hours in training and support.

Sophos