Case Study: Sophos achieves 15% reduction in Sales Ops tickets (12,000 fewer annually) and 342% ROI with Whatfix

Sophos Drives Effective Change Management On Salesforce®

Sophos, a global cybersecurity company listed on the London Stock Exchange with over 3,300 employees, faced a major change-management challenge after rolling out Salesforce: frequent quarterly platform updates plus monthly internal customizations made it hard for sales reps across seven countries to keep up. While the sales ops team valued in-person training, they needed scalable, self-serve support to avoid disruption and ensure reps could use new features effectively in the flow of work.

Sophos implemented Whatfix to deliver 24/7 in-app guidance, real-time training, Smart Tips for compliance, and embedded media to unify product and sales communications. The result was a 15% reduction in sales ops support tickets (~12,000 fewer annually), a 9/10 user satisfaction score, 1,070 man-hours saved, 116,061 Smart Tips shown in 12 months (≈400/day), and a 342% ROI, while accelerating adoption and reinforcing learning.

Sophos

Phil Walley

Sales Operations Manager