23 Uses Cases for a Digital Adoption Platform (DAP)
- Published: May 18, 2023
A digital adoption platform (DAP) can be used on any employee-facing or customer-facing application to enable end-users with contextual experiences that drive end-user productivity and business outcomes.
In this resource, we’ll share common Whatfix DAP use cases from our various Fortune 500 partners to provide examples of how a DAP enables end-users with the guidance and performance support they need, in the flow work, to drive business outcomes.
What Is a Digital Adoption Platform?
A digital adoption platform (DAP) overlays on any application to enable end-users to better learn, adoption, and use an application and its workflows. DAPs like Whatfix provide organizations with a no-code editor to create in-app guidance and self-help user support experiences such as interactive walkthroughs, step-by-step guidance, task lists, pop-ups, self-help wikis, and more.
Dive deeper with more DAP resources.
Are you looking to accelerate your digital adoption journey? Explore our best DAP content and become an expert today!
CRM & Sales Use Cases
In this section, we’ll cover actual business use cases of Whatfix partners related to CRM applications and sales processes.
These use cases are outcome-orientated, and we’ll breakdown each use cases with process details, pre-state issues, its business implications, process improvements with DAP, and the benefits achieved post-DAP implementation.
CRM & sales force automation use cases:
- Improved CRM pipeline data hygiene and quality.
- Increased lead-to-opportunity conversion rate.
- Improved win rate with better access to competitive intel.
- Increased deal size through cross and upselling.
- Improved sales forecasting and reporting accuracy with better data quality.
- Improved effectiveness of sales training with simulated scenario training.
- Improved upsell opportunities by alerting sellers to customer behavioral signals.
- Improved revenue generation potential by optimizing customer visits by sellers.
- Improved support agent performance with customized training and assessment.
CRM & DAP | USE CASE #1
Improved CRM data hygiene and quality
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Sales operations
- Persona: Sales ops team, individual sellers
- DAP Goal: To improve opportunity closure rate, reporting accuracy, and forecasting predictability through better CRM data practices.
Before DAP
- A high number of overdue opportunities in CRM (ie. open opportunities that are past their close date.)
- Sellers lost track of open opportunities and failed to pay attention and close overdue deals, resulting in opportunities being dropped and lost.
Business Impact
- The company lost potential revenue from dropped and lost opportunities due to poor deal management and overlooked close dates.
- Overdue opportunities with dirty and incomplete data led to inaccurate sales forecasting and reporting.
DAP Improvements
- Reminded sellers of overdue opportunities and opportunities that were <3 days away from the close date with personalized in-app alerts and notifications.
- Guided sellers to a custom report that included all overdue opportunities assigned to them.
- Nudged sellers to save this overdue opportunities report in their favorites for easier access and to drive process adoption.
Benefits
- 76% of overdue deals were cleared in the first three months of Whatfix implementation, which greatly improved pipeline CRM data quality.
- Reactivated dormant opportunities that significantly added to the active pipeline and potential new revenue.
CRM & DAP | USE CASE #2
Increased lead-to-opportunity conversion rate
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Lead management
- Persona: Individual sellers
- DAP Goal: To improve the lead-to-opportunity conversion rate.
Before DAP
- Sellers’ lacked contextual knowledge for each prospect (use case, industry, needs) which led to sales approaches that were generic and didn’t showcase value to each individual prospect.
- Information not accessible for sellers at the moment of need, ie. when interacting with prospects or inside their CRM application.
Business Impact
- Poor lead-to-opportunity conversion affected pipeline generation, eventually resulted in lost revenue.
DAP Improvements
- Identified specific lead types/personas based on prospect traits such as company size, industry, use case, lead designation, etc.
- Provided key information in-app with smart nudges on each of the identified accounts to the seller.
- Attached persona cards in-app with nudges (by integrating with a knowledge base where they were hosted) to help sellers tailor their pitch to the prospect.
Benefits
- Higher lead-to-opportunity conversion rates, enabled by more tailored conversations with prospects.
- Increased pipeline value and ultimately uptick in revenue.
CRM & DAP | USE CASE #3
Improved win rate with better access to competitive intel
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Competitive differentiation
- Persona: Individual sellers
- DAP Goal: To clearly differentiate product value proposition in comparison with competitors.
Before DAP
- Sellers lacked knowledge of competitive intel.
- Sellers couldn’t access this information when and where they need it (ie. within their CRM platform), and instead had to find it in their knowledge repositories and drives.
Business Impact
- Dropped deals to competition.
- Lost revenue.
DAP Improvements
- Delivered dynamic seller nudges in the form of smart tips with key competitor info based on competitor names entered in the form field.
- Attached competitive battle card in the in-app nudge (by integrating with the repository where they are hosted) to help sellers access this competitive intel within the CRM.
Benefits
- Higher deal conversion rates through more robust competitive positioning during the sales cycle.
- Increased deal sizes through differentiated value proposition.
CRM & DAP | USE CASE #4
Increased deal sizes with cross and upselling
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Opportunity cross and upsell
- Persona: Individual sellers
- DAP Goal: To pitch additional products and bundles to increase deal sizes.
Before DAP
- Sellers were unaware of new product launches.
- Sellers lacked knowledge of product packaging and those products that can be sold in logical bundles.
Business Impact
- Lost revenue potential by missing out on the opportunity to sell more products through cross-selling and up-selling.
DAP Improvements
- Highlighted new products and services with in-app nudges that introduced them in the CRM.
- Alerted the sellers with in-app alerts on bundling opportunities right in the deal, and workflow automation guided them to add the relevant products that can be pitched in that specific deal.
- Highlighted product-specific cross & upsell opportunities when the seller was on that deal in the CRM with contextual smart tips.
Benefits
- Increased revenue from the cross and upsell deals.
- Higher deal sizes through product and service bundles.
- Faster time to value realization from new product and service launches.
CRM & DAP | USE CASE #5
Improved reporting and forecasting accuracy through better data quality
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Sales operations
- Persona: Individual sellers, sales operations
- DAP Goal: To improve accuracy of sales reporting and predictability of revenue forecasting.
Before DAP
- Sellers entered incomplete data in the CRM, with the biggest factor impacting it being CRM data entry is often considered a time-consuming and low-value activity.
- Sellers lacked the knowledge of requirements and best practices when entering sales data.
Business Impact
- Inaccurate reporting negatively impacted decision-making, often based on incomplete or inaccurate information.
- Lacked predictability in sales forecasting which resulted in poor resource planning, both of which impacted the efficiency and productivity of the sales team.
DAP Improvements
- Analyzed CRM pages (opportunity, lead, etc.) to identify missing data and inaccurate data.
- Delivered nudges to remind and guide sellers to take the required action to update and correct the data.
- Delivered in-app smart tips and field validations on critical form fields to help sellers enter all required data and in the required format.
Benefits
- Improved decision-making by identifying patterns and trends in customer behavior, seller performance, and sales process effectiveness.
- Increased competitiveness and revenue potential by improving the efficiency of sales operations.
CRM & DAP | USE CASE #6
Improved sales training effectiveness with simulated real-life scenarios in CRM
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Sales training and onboarding
- Persona: Individual sellers, sales enablement
- DAP Goal: To improve sales training effectiveness.
Before DAP
- Sellers struggled with the challenges and complexities of enterprise sales.
- New sellers needed time to understand the full scope of products and services, sales cycle patterns, and the various objections thrown from prospect before being productive.
Business Impact
- Long onboarding time-to-productive times led to deferred revenue from new sellers.
- Lost revenue due to sellers’ inability to confidently pitch, handle objections, and respond effectively to prospects.
DAP Improvements
- Guided sellers through key contextual sales processes in the CRM with in-app flows and guidance.
- Embedded audio snippets within these flows that simulated real-life sales conversations with customers, including first outreach calls, objection handling, price negotiations, and more.
Benefits
- Trained new sellers in a safe and low-stress simulated environment, enabling better knowledge retention and skill development.
- Improved revenue generation potential through efficient sales mechanisms, competitiveness, and responsiveness.
REED + WHATFIX CASE STUDY
Reed utilized Whatfix to take a modern approach to CRM adoption, with in-app guided training and self-help end-user support
CRM & DAP | USE CASE #7
Improved upsell potential by nudging sellers with customer behavior signals
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Upselling
- Persona: Individual sellers
- DAP Goal: To improve upselling add-ons in deals.
Before DAP
- Complex product offerings had multiple modules which could be subscribed to separately by customers on its freemium model.
- Customers who signed up for trial versions of specific modules exhibited particular behavior (ie. clicking a button, completing a process, etc.), which was a strong indicator that they were prepared to upgrade to the paid version.
- Sellers missed these signals because they didn’t track them closely and therefore didn’t act on them.
- These ‘signals’ had been identified, but there was no precise mechanism in place to help sellers track those signals.
Business Impact
- Lost potential revenue by selling paid versions of application modules due to data silos.
DAP Improvements
- Integrated with Salesforce and its compliance platform.
- Enabled ‘User Actions’ for specific events, which were deemed signals that the customer was prepared to buy the paid version of product.
- Generated a Salesforce report with data on which exact customers exhibited what signals on which product modules. This report was populated with every signal that was logged.
- Delivered in-app nudges to sellers when they logged on to Salesforce, which was linked to this custom report populated with data from customers mapped to them.
Benefits
- Improved revenue generation potential.
- Enabled sellers to immediately reach out to customers who were interested in upgrading from a freemium to a paid subscription.
CRM & DAP | USE CASE #8
Improved revenue generation potential by optimizing customer visits by sellers
Details
- Application Type: CRM
- Application Name: In-house, custom-built CRM
- Business Process: Lead management
- Persona: Individual sellers
- DAP Goal: To improve revenue predictability by pushing sellers to enter critical data points of customer visits on the CRM application.
Before DAP
- Retail sellers for paint stores and distributors visited their customers to sell paint-related products.
- The number of customer visits by each seller was directly proportional to the revenue generated by the seller.
- Sales leadership wanted to improve revenue predictability by optimizing sellers’ data entry in the ‘Customer Visit’ module of their CRM.
- The workflow of the Customer Visit module was complex, and sellers often ended up entering incomplete and inaccurate data in the CRM
- Sellers had to propose a trip to managers who then approved it. After the seller completed the trip they reported on it in the CRM with notes, pictures of their product vs. competitors in the stores, etc.
Business Impact
- Poor revenue forecasting accuracy due to incomplete CRM data entry around customer visits by sellers.
DAP Improvements
- Guided sellers with pop-up notifications in the ‘Customer Visits’ module.
- Delivered step-by-step Flows with instructions on the entire workflow, which guided users to enter critical data on customer visits.
- Helped sellers with smart tips to enter accurate and complete data, such as # of customers per visit, customer tiers, products and services sold, and manager approvals.
Benefits
- Improved data accuracy and completeness on customer visits, which led to better revenue predictability.
REG + WHATFIX CASE STUDY
REG reduces sellers time-to-proficiency on Salesforce with Whatfix’s in-app guidance, continuous learning, and on-demand support.
CRM & DAP | USE CASE #9
Improved support agent performance with customized training and assessment
Details
- Application Type: CRM
- Application Name: Salesforce CRM
- Business Process: Customer support
- Persona: Customer support agents
- DAP Goal: To reduce average handling time (AHT) and NPS for underperforming customer support agents.
Before DAP
- Customers and end-users of this B2B SaaS provided need support for its products.
- A team of customer support agents (who were product experts) provided end-user support to customers, specifically on ‘how-to’ queries.
- They recorded and tracked these ‘use cases’ on Salesforce CRM
- AHT and NPS scores of product experts were closely monitored and tracked.
- One specific department had 1500+ experts with performance levels below 25% which was poor.
Business Impact
- Lack of product and process knowledge among customer support experts led to high AHT and low NPS, resulting in low customer satisfaction.
DAP Improvements
- Created customer training modules for underperforming support experts hosted in its knowledge repository.
- Captured email ids of 1500+ experts in an Excel sheet that integrated with Whatfix for contextual Flows for specific users.
- Alerts support experts with a pop-up notification of the new training modules. They were required to complete the assessment at the end of the course
- Sent a pop-up notification to these experts on a specific day of the week until they completed the course and the assessment.
Benefits
- Improved product knowledge for customer support reps.
- Decreased average handle times.
- Increased NPS of underperforming support agents.
Enable your sellers and drive CRM adoption with in-app guidance and self-help performance support
HCM & HR Use Cases
This section will cover real business use cases from Whatfix partners on HCM applications and core HR processes across employee onboarding, L&D, performance management, recruiting, and more.
These use cases are outcome-orientated, and we’ll explore each use case, including its essential details, pre-DAP issues, business implications, outcome improvements with DAP, and the benefits achieved with Whatfix.
HCM use cases:
- Improved performance review process and completion rate.
- Improved benefits enrollment completion rate.
- Improved recruitment process by hiring managers.
- Reduced time-to-hire and improved quality of new hires.
- Accelerated the performance review timeline.
- Improved time-to-proficiency of new recruitment consultants.
- Built a blended learning solution with in-app training.
HCM & DAP | USE CASE #1
1. Improved performance review process and completion rate
Details
- Application Type: HCM
- Application Name: SAP SuccessFactors
- Business Process: Performance reviews
- Persona: People managers
- DAP Goal: To improve performance review’s data quality, time-to-completion, and process adherence.
Before DAP
- People managers relied on HR and IT for support to complete performance reviews.
- People managers across the organization required additional custom training on the performance review process.
- People managers not familiarized with HCM application and interface due to performance reviews only happening a few times a year, and the HCM going through multiple changes and updates.
Business Impact
- Reduced employee engagement due to performance review delays.
- High volume of support tickets during the performance review cycle.
- Increased training costs due to recurring performance review training needs from a globally distributed workforce.
DAP Improvements
- Created in-app pop-ups that prompted a step-by-step tour of the performance review process for people managers.
- Created “how-to” documentation and FAQs that were housed in an in-app Self-Help wiki for easy discoverability and troubleshooting.
Benefits
- 30% reduction in performance-review-related support tickets within six months.
- $500,000 saved in training costs due to not needing annual additional performance-review training and support in the first six months.
- Improved performance review process adherence & data integrity.
- Increased managerial confidence in application navigation.
HCM & DAP | USE CASE #2
2. Improved benefits enrollment completion rate
Details
- Application Type: HCM
- Application Name: Oracle Fusion
- Business Process: Benefits enrollment
- Persona: Employees
- DAP Goal: Improve benefits enrollment completion rates for all employees with a better HCM experience.
Before DAP
- Limited visibility into the benefits open enrollment open timeline.
- Lacked the ability to remind and nudge employees to complete benefits enrollment.
- Inconsistent and low rates of enrolment completion entire company.
Business Impact
- Increased IT support tickets on HCM support team during open enrollment, which weighed down the HCM support team.
- Lost coverage for employees with missed enrollment deadlines, leading to upset employees and a poor overall employee experience.
DAP Improvements
- Created a pop-up notification inside all employees’ email client and HCM, with an open enrollment countdown and deadline details.
- Linked the pop-up’s CTA to the benefits enrollment page, which included an in-app flow that guided employees through the enrollment process.
- Launched smart tips and field validation on the enrollment page to ensure accurate data entry in critical fields such as employee address, bank details, beneficiary, etc.
Benefits
- Resolved all employee support questions on the enrollment process with in-app Self-Help.
- Re-focused 20+ member support team on more critical activities.
- Improved benefits enrollment rate across the company.
HCM & DAP | USE CASE #3
3. Improved recruitment process by hiring managers
Details
- Application Type: HCM
- Application Name: SAP SuccessFactors
- Business Process: Recruitment process
- Persona: Hiring managers, recruiting managers
- DAP Goal: Support hiring managers to execute recruitment processes and tasks with self-help resources.
Before DAP
- Poor adoption of SAP SuccessFactors among hiring managers, which resulted in poor awareness of the hiring and recruitment processes.
- Relied heavily on the HR & IT support teams to complete key hiring and recruitment tasks such as creating job descriptions, and critical fields such as position category, compensation, requirements, and qualifications.
Business Impact
- A high number of recruitment-related support queries for HR and IT support teams.
- Increased support costs and lower support productivity due to large amount of recruitment process questions.
- The inability for hiring managers to conduct basic hiring and recruitment tasks without HR support.
DAP Improvements
- Provided in-app step-by-step walkthroughs of the recruitment process triggered by a pop-up notification when a hiring manager entered SuccessFactors.
- Created flows on all key recruitment processes and linked them within the Self Help widget for hiring managers.
- Integrated Self Help with existing internal knowledge base, enabling hire managers to find documentation, help articles, and support links within the application, and without IT support.
Benefits
- Improved hiring process adherence and recruitment data quality.
- Reduced volume of recruitment related support queries.
- Improved adoption of HCM application for hiring managers.
MANPOWER + WHATFIX CASE STUDY
Manpower Enabled Recruiters With Whatfix’s Moment-of-Need, In-App Guidance on Core HCM & Recruitment Application Processes
HCM & DAP | USE CASE #4
4. Reduced time-to-hire and improved quality of new hires
Details
- Application Type: HCM
- Application Name: SAP SuccessFactors
- Business Process: Recruitment
- Persona: Recruiters
- DAP Goal: To identify and hire better candidates in a shorter timeframe.
Before DAP
- High number of inactive candidates in the recruitment pipeline, without recruiters acting on or updating recruitment prospect in HCM.
- High number of recruitment candidates led to candidates falling through the cracks, losing out on top talent, and creating long time-to-hire timelines.
Business Impact
- Lost high number of quality hires due to inactivity.
- Poor recruitment data quality resulted in inaccurate forecasting and workforce planning.
DAP Improvements
- Created personalized pop-up alerts in the HCM for recruiters who had inactive candidates in their pipeline, and reminded them to take action.
- Launched HCM smart tips on SuccessFactors’s candidates page, which contained a list of candidates who needed action and their respective status.
- Sent nudges to recruiters whenever there hadn’t been am action on a candidate for a certain period of time.
Benefits
- Reduced time-to-hire for new employees.
- Improved quality of new hires
- Improved recruitment pipeline data quality.
HCM & DAP | USE CASE #5
5. Accelerated the performance review timeline
Details
- Application Type: HCM
- Application Name: SAP SuccessFactors
- Business Process: Performance reviews
- Persona: Employees, people managers
- DAP Goal: To accelerate the performance self-review process, improve the accuracy and thoroughness of self-reviews, and to better meet performance-review deadlines.
Before DAP
- Delayed submission of the employee self-assessment prolonged the entire performance review assessment cycle.
- Poor completion of self-reviews due to employees ignoring or forgetting to submit a self-review.
- High dropoff rates in the performance review process due to a lack of process awareness.
- High amount of low-quality and incomplete performance reviews.
Business Impact
- Delayed completion of performance review resulted in financial impact for the organization.
- Delayed submission and poor data quality of reviews caused multiple review iterations that affected the productivity of all employees and managers.
- Slowed the bi-annual performance review process and caused delays with pay assessments and title changes.
DAP Improvements
- Leveraged product analytics to identify friction and dropoff points in the performance self-review process, and to identify what cohorts of employees (ie. what teams) were failing to complete their reviews.
- Captured page-level journeys of employees to understand which sections of the self-assessment process were visited and how much time was being spent on the reviews.
- Discovered a significant drop-off at the self-rating stage, specifically goal ratings and competency ratings and that the sales team had higher than average incompletion.
- Implemented an in-app beacon/tooltip on the rating widget, only for employees of the sales team.
- Attached to the Beacon was a link that provided guidance to sellers with further instructions on how to properly finalize the self-review rpocess.
Benefits
- Improved self-assessment completion rate in a shorter amount of time, which led to quicker completion of performance reviews across all teams.
HCM & DAP | USE CASE #6
6. Improved time-to-proficiency of new recruitment consultants
Details
- Application Type: ATS (Applicant Tracking System)
- Application Name: Bullhorn
- Business Process: Recruitment
- Persona: Recruiting consultants
- DAP Goal: Enable new recruitment consultants to become proficient with Bullhorn ATS within three weeks of onboarding.
Before DAP
- Onboarded a large number of recruitment consultants on a weekly basis.
- Lacked the contextual onboarding and training needed to become proficient in Bullhorn in a timely matter.
Business Impact
- Longer onboarding time and poor training led to new recruiters not being able to use Bullhorn correctly or to its full potential.
DAP Improvements
- Created in-app guidance and Flows in key recruitment processes for more contextual onboarding.
- Supported recruiters with Self Help embedded on Bullhorn that launched in-app Flows.
- Added smart tips on critical form fields to improve data accuracy.
- Integrated company’s process documentation and knowledge base repository within Self Help to provide on-demand information such as links to candidate screening forms, Bullhorn training courses, etc.
Benefits
- Improved time-to-proficiency and self-sufficiency post-onboarding for new recruitment consultants.
- In 5 months of process enhancements with Whatfix, more than 85% of the new recruitment consultants at a leading Staffing Solutions provider became proficient with the Bullhorn’s key processes and were self-sufficient in using the application for their recruitment tasks.
HCM & DAP | USE CASE #7
7. Built a blended learning solution with in-app training.
Details
- Application Type: ATS
- Application Name: Bullhorn
- Business Process: Recruitment
- Persona: Recruitment consultants
- DAP Goal: Enable effective usage of Bullhorn by recruitment consultants
Before DAP
- Poor knowledge retention for recruitment constants due to one-time instructor-led training sessions on Bullhorn.
- Lacked reinforcement training and on-demand support for Bullhorn.
Business Impact
- Led to slower recruitment and placement times due to the ineffective use of Bullhorn
- Increased support cost fueled by how-to queries on Bullhorn from recruitment consultants.
DAP Improvements
- Reinforced classroom training material within Bullhorn, including a Task List of key to-do’s that guided recruiters through a checklist of training materials, process flows, policies, etc.
- Minimized content creation effort by exporting Whatfix Flows as PDFs.
- Leveraged Whatfix Analytics to understand process journey and friction points. Updated classroom training material to address those gaps.
- Provided post-training self-help support inside Bullhorn.
Benefits
- Improved adoption of Bullhorn by recruitment consultants.
- Reduced support cost by driving down how-to support queries.
- Reduced training content creation time and effort by exporting Whatfix Flows to PDFs.
Accelerate adoption of your HCM software with contextual in-app guidance and self-help support
Insurance Apps Use Cases
This section covers real use cases from Whatfix insurance provider partners on their internal claims adjustment and processing teams, as well as for policyholder-facing experiences.
These use cases are outcome-orientated, and we’ll explore each use case, including its essential details, pre-DAP issues, business implications, outcome improvements with DAP, and the benefits achieved with Whatfix.
INSURANCE APPS & DAP | USE CASE #1
1. Improved policyholder experience through support process standardization
Details
- Application Type: Insurance
- Application Name: Guidewire Claims Ceneter
- Business Process: Policy servicing and customer support
- Persona: Customer service reps
- DAP Goal: To standardize and improve policyholder experience
Before DAP
- High reliance on IT team to resolve a high volume of “how-to” related support questions from the customer service team on application-related questions.
- Low platform adoption and navigation challenge due to a lack of usage.
- Lack of process standardization led to inconsistency in customers’ journeys and inconsistent data entry.
Business Impact
- Poor CSAT and NPS scores due to inconsistent customer experience and long time-to-resolution times.
- Low customer service team productivity
DAP Improvements
- Launched a contextual self-help wiki based on state and policy type along with multi-format content for 24/7 assistance to the customer service team.
- Created smart tips inside the application to incorporate state-specific guidelines and for rare events such as a natural disaster.
- Launched smart tips with ‘call closing steps’ for the customer service team to validate all data points were entered and next steps were defined,
Benefits
- Enabled customer service team with employee self-service resolution.
- Reduced reliance on the help desk, enabling the customer support team to focus on more unique support issues.
- Accelerated time-to-productivity of new customer service reps.
- 1.25x ROI from the customer service team application.
- 10% reduction in training time of customer service team.
INSURANCE APPS & DAP | USE CASE #2
2. Improved compliance for claims adjusters
Details
- Application Type: Insurance
- Application Name: Guidewire Claims Center
- Business Process: Claims processing
- Persona: Claims adjusters
- DAP Goal: To improve compliance with state laws on the settlement during claims processing
Before DAP
- Claims adjusters were unaware of new and existing state laws during claims settlement.
Business Impact
- High claims processing and settlement time-to-resolution.
DAP Improvements
- Launched self-help with regulatory information regarding procedural needs and compliance resources as for claims adjusters.
- Create in-app smart nudges for state-specific claims regulation and for rare natural disaster events.
Benefits
- Saved $193k through improved claims settlement compliance with state laws.
INSURANCE APPS & DAP | USE CASE #3
3. Improved claims process efficiency by enabling adjusters to be more productive
Details
- Application Type: Insurance
- Application Name: Guirewire Claims Center
- Business Process: Claims processing and first notice of loss (FNoL)
- Persona: Customer service reps and claims adjusters
- DAP Goal: To drive claims process efficiency by reducing claims leakage and error rate, as well as automating adjusters’ tasks.
Before DAP
- Customer service reps committed many errors while gathering customer inputs during the first notice of loss (FNoL).
- Lack of compliance required frequent oversight and reminders for adjusters while processing claims.
Business Impact
- Slow claims processing and settlement time.
- Lack of awareness on critical information needed from customers during FNoL for efficiently processing claims.
DAP Improvements
- Used Whatfix Analytics to identify error-prone processes and tasks that added slow processing turnaround times (ie. entering vehicle information when calculating claim limits on different coverages types.)
- Deployed smart nudges and data validation to ensure all required fields and information is entered correctly (ie. customer service reps were nudged to enter certain fields that helped process claims accurately; customer-facing smart nudge that prompted them to file a first information report (FIR) in case of theft.)
- Improved processing by launching a smart tip that ensured the relation to the insured party is marked accurately during FNoL.
- Create in-app automated flows for repetitive and manual tasks. Whatfix performed the required steps, requiring minimum or no human intervention, which reduced data entry errors.
Benefits
- Improved claims processing time-to-resolution.
- Reduced claims leakage.
- 6x ROI from better application adoption and usage.
- Saved $443k by reducing data entry errors in the first 8 months of Whatfix launch.
Banking Apps Use Cases
This section covers real use cases from Whatfix partners in the banking industry on loan management software for internal adoption, as well as for self-service internet banking applications to drive customer adoption.
These use cases are outcome-orientated, and we’ll explore each use case, including its essential details, pre-DAP issues, business implications, outcome improvements with DAP, and the benefits achieved with Whatfix.
Banking industry use cases:
BANKING & DAP | USE CASE #1
1. Reduced loan processing time with a more efficient credit memo creation process
Details
- Application Type: Loan process application
- Application Name: nCino
- Business Process: Loan disbursal
- Persona: Loan underwriter and internal product manager
- DAP Goal: To reduce loan processing time by ensuring credit memos are created and approved quickly and with accurate data.
Before DAP
- Complex loan underwriting process in nCino.
- Lengthy underwriting process due to a lack of process knowledge and a large volume of data that needs to be entered for loans.
- Required a cross-application process that needed managerial approval for each loan.
- Interations were required for each loan.
Business Impact
- Increased time to create credit memos and approve loans they have resulted in a worse customer experience.
- Reduced productivity and increased data errors due to lengthy, back-and-forth between the underwriter and approving manager for each loan.
DAP Improvements
- Leveraged Whatfix Analytics to understand user journey to analyze and identify product usage insights such as entry points, dropoff areas, feature adoption, and overall engagement.
- Used cohort Funnels to identify the most common friction points within different nCino processes and workflows.
- Gathered insights on the variance between the most optimal user journey for each workflow and the actual journey adopted by users.
- Identified user cohorts with the most variance from the most efficient user path.
- Created in-app Flows to nudge users to take the preferred journey to complete the credit memo creation process.
- Delivered smart tips to drive data entry accuracy.
Benefits
- Accelerated credit memo creation process adoption which resulted in a faster loan approval cycle and better customer experience.
- Improved data quality of credit memos.
- Improved underwriter productivity.
BANKING & DAP | USE CASE #2
2. Reduced loan approval times with improved process compliance
Details
- Application Type: Banking
- Application Name: nCino
- Business Process: Lending compliance
- Persona: Corporate lending buyers, credit and underwriting teams.
- DAP Goal: To reduce the loan processing time by staying updated on regulatory changes, improving data quality, and meeting compliance.
Before DAP
- Errors in loan documentation & verification process.
- Increased the number of support tickets from loan agents and customers that reduced resources available for solving more complex support issues.
- Delayed loan verification due to a lack of updates on regulatory changes and updates.
Business Impact
- Risked company reputation due to nonadherence to regulatory changes.
- Loss of borrowers due to lengthy loan approval times.
- Poor borrower experience due to loan delays due to data entry errors and long approval processes.
DAP Improvements
- Alerted underwriters of loan policy and regulatory changes with in-app pop-ups and beacons.
- Nudged customers and underwriters with in-app Flows that guided them through the loan approval process on the most efficient journey.
- Drove data entry accuracy with in-app field validations, smart tips, and task lists.
Benefits
- Reduced errors in the loan document creation and verification process.
- Scaled loan processing due to a more efficient nCino process adopted by underwriters.
- $150k saved by enabling underwriters with a self-help experience and just-in-time training guidance for quick loan processing.
- Prevented company reputational risk from mitigating loan non-compliance.
BANKING & DAP | USE CASE #3
3. Facilitated transition from legacy loan application to new digital banking platform
Details
- Application Type: Banking
- Application Name: nCino
- Business Process: Corporate lending, loan management
- Persona: Corporate lending buyer, credit and underwriting teams
- DAP Goal: Supporting transition, onboarding, and performance support to a new digital banking platform.
Before DAP
- Lack of structure and support during the change and digital transformation transition from a legacy desktop application to a new, cloud-based banking application.
- Slow customer data processing due to digital knowledge gaps and slow adoption rates.
- Lack of department-specific process support for contextual team needs.
- Lack of reskilling and upskilling for older employees who had used the legacy systems and were unfamiliar with and resistant to new SaaS platforms.
Business Impact
- Delayed ticket time-to-resolution due to large volume of support tickets from loan agents and customers on basic digital banking processes and tasks.
- Delayed loan approvals due to a lack of application knowledge and resistance to new processes.
- Longer approval times led to customer (borrower) frustration.
DAP Improvements
- Nudges users with process-specific Flows to guide them through the preferred journey to complete various in-app processes.
- Supported loan origination teams with role-based, contextualized training on complex industry-specific banking processes.
- Enabled existing customers to seamlessly transition to nCino with tailored and targeted self-help content built with usage analytics.
Benefits
- Improved nCino adoption led to the growth of digital deposits and new loan accounts.
- Faster employee time-to-proficiency on nCino.
- Reduction in nCino support tickets from employees and customers.
- Improved loan process efficiency.
BANKING & DAP | USE CASE #4
4. Enabled self-service for customers on its new online banking app
Details
- Application Type: Banking
- Application Name: Custom Banking Portal for Online Banking Company
- Business Process: Corporate and retail internet banking
- Persona: Digital banking product manager, customers
- DAP Goal: Improve customer experience by enabling self-service for users.
Before DAP
- High amount of user dropoffs and low online deposit and new loan account creation adoption to poor user experience.
- High volume of support tickets when onboarding customers to online banking portal.
Business Impact
- Overwhelming support team with a high volume of customer support tickets on simple tasks such as resetting passwords and how to open new accounts.
- Insufficient user onboarding and support resulted in long time-to-value and poor adoption of the new customer banking portal.
DAP Improvements
- Supported customers with an in-app, self-help wiki that organized support content and FAQs that was segmented to specific types of end-user customers (ie. Self Help was populated contextually depending the type of customer – loan account, checking account, etc.)
- Decreased the need for traditional live training sessions and replaced them with Self Help.
- Navigated change more efficiently with on-demand self-help support.
- Drove client adoption with in-app contextual guidance, product-led onboarding, continuous training, and self-service support.
Benefits
- Resolved 80% of customer support issues with Self Help.
- Drove awareness and adoption of its Self Help, increasing client engagement and productivity 30%.
- Decreased customer onboarding and time-to-adoption by 60% with in-app guided onboarding and self-service support.
Software Clicks With Whatfix
Whatfix’s DAP is a no-code platform that empowers organizations to drive technology adoption and enables end-users with contextual in-app experiences.
Whatfix enables organizations to take an “Analyze, Build, Deliver” approach to application adoption, whether you’re enabling employees on a new CRM, HCM, ERP, etc., or enabling product teams to drive customer adoption with better product-led experiences backed by data.
With Whatfix, you can:
1. Create branded, contextual in-app guidance
With Whatfix’s no-code editor, you can create in-app guided content contextual to different end-users. It enables users with an on-brand, consistent experience across applications and allows teams to create various types of UX overlays, including:
- Product Tours
- User Onboarding Checklists
- Alerts and Pop-Ups
- Beacons and Tooltips
- Self-Help Wikis
- Field Validations
Whatfix’s in-app guidance goes beyond onboarding and support. You can alert employees or customers to important company news and announcements, drive awareness of new features, highlight product or process updates and more with Whatfix’s beacons and tooltips.
2. Provide on-demand self-help support
Whatfix Self-Help provides application users with a self-service wiki that overlays on any application. Self Help connects and integrates with your knowledge base, process documentation, LMS, third-party links, and more – and can also launch a user through a specific guided process. This enables end-users to learn while doing, helps drive adoption, and decreases friction.
Whatfix Self-Help is also searchable, allowing end-users to find exactly what they’re looking for without leaving the application. Its smart AI helps organize and suggest certain help content and related Whatfix Flows. It also analyzes your users searches to help spot what’s causing the most issues and to identify new help content, documentation, and in-app experiences to prioritize.
3. Analyze product usage and user engagement with product analytics
Whatfix Analytics enables IT teams, digital enablement professionals, and product managers to understand how internal software or customer-facing applications are being used, empowering them to make data-driven adoption decisions.
Whatfix Analytics is codeless, event-based analytics framework that enables companies to track user engagement, map user flows and journeys, segment users into cohorts, identify dropoff and friction points, analyze product trends, drive overall product adoption.
Teams can gather more qualitative data and user sentiment with in-app customer and employee feedback surveys. These native surveys collect end-user feedback on product experiences and in-app guidance in real-time. This can include traditional NPS surveys, onboarding and training feedback, or more detailed, targeted feedback campaigns.
What Is Whatfix?
Whatfix is a digital adoption platform that provides organizations with a no-code editor to create in-app guidance on any application that looks 100% native. With Whatfix, create interactive walkthroughs, product tours, task lists, smart tips, field validation, self-help wikis, hotspots, and more. Understand how users are engaging with your applications with advanced product analytics.
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DAP Use Cases
Software Clicks With Whatfix
Whatfix's digital adoption platform empowers your employees, customers, and end-users with in-app guidance, reinforcement learning, and contextual self-help support to find maximum value from software.
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