The bioMérieux Story

Empowering Global Health Through Smarter Contracts

bioMérieux is a global leader in in vitro diagnostics, committed to improving public health through advanced microbiology and infectious disease solutions. As a science-driven organization operating across the world, bioMérieux needed to modernize its approach to contract lifecycle management.

To meet its expanding global needs, the company implemented Icertis CLM, internally branded as “myContract,” to transform its contract management, including creation, redlining, review, storage, and approvals. The initiative, led by its legal team (and supported by Product Owner Alex Cooper), aimed to provide structure, visibility, and compliance across 12,000+ contracts.

“With contract management, the main challenges initially were around storage and access,” said Alex Cooper, CLM Product Owner at bioMérieux. “We needed a tool that could go beyond a repository to support creation, workflows, and management.”

The Challenge

Adoption Roadblocks and Training Fatigue: The Human Side of CLM Transformation

Despite the Icertis rollout, bioMérieux struggled with user adoption, consistent engagement, and training delivery. The legal and purchasing teams were overwhelmed by contract process complexity and depended on live training sessions or internal LMS certifications to overcome the learning curve barriers of adopting a new contract management system.

“Adoption and training have always been a key hurdle—not just for contract compliance but for scaling effectively as our digital needs increased,” Cooper explained.

The volume of support requests and recurring trainings indicated a deeper issue: Icertis end-user enablement, from onboarding, performance support, change management, and beyond, wasn’t working.

“We got to the point where we were on so many support calls and trainings, we knew there had to be a better way to organize and deliver effective training experiences,” said Cooper.

The team needed a solution that could more intuitively onboard users, reduce support burdens, and provide analytics to pinpoint where Icertis users struggled in its contract workflow.

The Solution

Introducing myHelp: In-App Support to Empower Users in the Flow of Work

bioMérieux partnered with Whatfix, recommended from its official Icertis partnership, to embed user guidance directly into its myContract experience. Branded internally as “myHelp,” Whatfix’s in-app features became the foundation for a more intuitive, scalable, and data-driven approach to user onboarding, support, and overall enablement.

“Whatfix allowed us to embed guidance directly into the tool, like a ‘MyHelp’ button, so users can access the information they need in the moment. Whether beginners or advanced users performing more complex tasks, the guidance is tailored to their needs and keeps training seamlessly integrated within the workflow,” said Jerome Casamassa, VP Process Performance & Operations.

The team leveraged various Whatfix capabilities to enable its end-users and create frictionless Icertis workflows, including:

• Smart Tips to guide users during contract creation and prevent critical errors.
• Pop-Ups to inform users of updates, deadlines, or policy changes.
• Flows for step-by-step walkthroughs on complex contract tasks.
• Trend Insights and other user behavioral and app usage analytics to identify drop-off points and content engagement.
• Self Help (myHelp) as an always-on in-app help center base for just-in-time support.

“The user-guided Flows have been a gamechanger,” Cooper shared. “Teams now self-support instead of relying on support loops. They’re saving time and helping each other learn faster.”

The Results

Better User Sentiment. Faster Contracts. Real Impact: A New Standard for CLM Adoption in Life Sciences

The shift to in-app, role-based enablement quickly drove results. bioMérieux saw measurable improvements in onboarding efficiency, internal sentiment, and platform usage across all active user groups.

• 88% user adoption across users on myContract and 9% increase in NPS.
• 4x increase in myHelp searches, with 86% of Flows triggered via the myHelp support center.
• 347+ user queries resolved via Whatfix, improving user productivity and deflecting support tickets.
• 1,293 total hours saved between Jan 2024–Feb 2025 thanks to in-app guidance and embedded performance support.

“With Whatfix, we’ve completely shifted how onboarding and training work,” said Cooper. “We now have basic and domain-specific curriculum, Flows tailored to user roles, and embedded support that our teams genuinely appreciate.”

The impact is also qualitative. Cooper noted that team members often ask, “Why don’t we have this on all of our digital tools?”

bioMérieux’s success with Whatfix has inspired internal conversations about expanding enablement to additional mission-critical sales, purchasing, and distribution tools in the Whatfix roadmap, further evidence that when onboarding clicks and enablement happen in the flow of work, transformation scales.

“Our savings with Whatfix go beyond productivity gains – they mark a major milestone for us. We demonstrated both to our team and bioMérieux leadership that the solution delivers real, measurable efficiency. Where the team once spent significant time reviewing and exchanging emails, that effort is now largely automated and significantly reduced,” said Casamassa.