Case Study: Windward Risk Managers achieves faster, self-service policy processing with Whatfix

Windward Risk Managers Streamlined Policy Processing by Enabling Agents in the Flow of Work

Windward Risk Managers, a provider of underwriting, claims handling, policy support, and customer service for 5,500+ agents, was struggling with workflow inefficiencies in Duck Creek. Agents had trouble finding forms, guidelines, and policy information, which led to delays, more support calls, and frustration. Windward turned to Whatfix to help embed training and guidance directly into the flow of work.

Whatfix implemented in-app Flows, Self Help content, pop-ups, beacons, Smart Tips, and PDF guides inside Duck Creek to support agents at key friction points. The results were significant: Self Help search success increased from 61% in Q1 2024 to 87% in Q1 2025, while support volume for basic questions dropped and agent adoption improved. Windward also saw strong engagement, including nearly 800 plays for one Flow and more than 100,000 views of a rebrand pop-up in seven weeks.

Windward Risk Managers

Mariella Gonzalez

Director of Agency Support