Case Study: University of Arizona reduces support tickets and improves Trellis adoption with Whatfix

University of Arizona cuts live training by 96 hours with Whatfix

The University of Arizona faced a challenge in accelerating user adoption of its Trellis platform, a campus-wide application built on Salesforce CRM. They needed to provide effective training for new administrative staff and ongoing hypercare support for all users without overwhelming their IT and support teams, with a key goal of reducing bug tickets and operational drag. They partnered with the digital adoption platform vendor Whatfix to address this.

By implementing Whatfix, the university embedded in-app guidance, such as Self Help, Flows, and Smart Tips, directly into Trellis and Salesforce Marketing Cloud. This solution provided contextual, on-demand support within the workflow. The results were significant: the program achieved over 382,000 user engagements, saved an estimated 96 hours of annual in-person training time, and led to a measurable decrease in bug tickets and an increase in user satisfaction, stabilizing the support system for the university.

University of Arizona