
Compass Group Accelerated Contract Turnaround & CLM Process Adoption With Whatfix
Multinational catering company Compass Group accelerated its Icertis contract management transformation by enabling end-users with in-app guidance and on-demand performance support.

The Whatfix Difference


The Compass Group Story
Catering Every Type of Contract
Compass Group is a multinational, $20 billion food services company. The company has partnered with Whatfix to accelerate, streamline, and support its end-to-end contract lifecycle management (CLM) processes and tasks in its Icertis CLM platform.
Compass Group selected Whatfix over competitors for its intuitive, in-app guidance functionality. The functionality currently supports 1,500+ Compass users and helps the company maximize the value of its catering contracts and clauses, ranging from award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more.
With Whatfix, Compass Group:
- Cut digital training content creation time by 70%.
- Simplified the contract management process.
- Supported adherence to contract compliance processes.
- Improved Icertis onboarding, providing a faster, better user experience and quicker ramp-up time for new users.
- Drove efficient, effective organizational change management.
- Achieved quick ROI from its CLM transformation project.
The Challenge
Simplifying Icertis’ Contract Management Process with Whatfix’s In-App Guidance
Compass Group provides catering for high-profile events, from the US Open to the Academy Awards. To thrive, the organization needs a comprehensive contract management solution.
Previously, Compass Group relied on the Icertis CLM platform for its end-to-end contract management. However, the challenges facing Compass went beyond deploying a new CLM platform. Contract management is a complex, multi-step process.
Compass Group’s legal, sales, and operations employees needed timely, intuitive guidance to help them navigate and use Icertis.
Shannon Kalwarovski, Manager of Legal Technology at Compass Group, experienced the training challenges first-hand.
“We were developing large volumes of static training content, including slide decks, but the stagnant content was a barrier to agile, productive, and compliant contracting,” Kalwarovski explains.
So why Whatfix?
Kalwarovski continues, “My boss said, ‘Take a look at this.’ It was WalkMe. I wasn’t familiar with digital adoption platforms then, but I soon discovered Compass Group used Whatfix in other business units. Given the success of Whatfix elsewhere across the organization, it made sense to standardize on Whatfix for our CLM strategy.”
The Solution
Whatfix Provided an Engaging, Interactive Contract Guidance Solution
Compass Group has 1,500 Icertis users across its workforce, spanning several divisions and business units. Whatfix empowers them to adopt Icertis faster with guided workflows to become self-sufficient power users.
“Step-by-step guidance inside the Icertis application means users are more productive and less frustrated with our contract management process,” said Kalwarovski.

As the person responsible for Icertis training content, Kalwarovski now uses the intuitive Whatfix interface to quickly create engaging, interactive contract guidance content. She also enjoys the ability to simultaneously repurpose step-by-step instructions (flows) into multiple content types, reducing her content authoring effort – and deploying fresh content faster.
“Whatfix offers Compass Group limitless opportunities for interactive in-app guidance,” Kalwarovski continues. “We can provide contextual self-support and make announcements within the application. Employees don’t need to stop what they are doing when they have questions – they can get answers to their contracting questions in the workflow.”

At Compass Group, the contract process included a workflow that spanned Icertis and Microsoft Dynamics 365. The company implemented Whatfix across both platforms – empowering employees to follow in-app guidance bridging across enterprise applications.
“Icertis also integrates with our Microsoft Dynamics CRM platform, so the employees request contracts through Dynamics. Once they are in the contract, Whatfix helps them navigate the process to contract signature. If they forget how to perform a task or are confused by some Icertis functionality, Whatfix workflows guide the user down the right path to a successful resolution.”
With Whatfix, Compass Group can push organizational-wide announcements – whether an HR-related issue, a process change, or a new service offering – to the entire organization with a simple in-app banner, pop-up, or tooltip. This allowed Compass Group to remain agile and flexible to change when opportunities presented themselves while also adhering to contract compliance.
“Whatfix contextual information (smart tips) is also beneficial. “It’s the Whatfix tool I use the most,” says Kalwarovski. “Whatfix also helps me with organizational announcements. I can run a banner to explain a new feature – eliminating the need to send out an email that will likely be ignored.”
The Results
A Better User Experience Improved Processes, Contract Turnaround Times, and Compliance.
Whatfix’s real-time interactive walkthroughs simplified and streamlined the Icertis processes, driving operational efficiency. They also provided a more engaging employee and customer experience and a more compliant contract management process, creating a solid foundation for growth.
The benefits of Whatfix include:
- Simplified Contract Management Process and Accelerated Time-to-Closure: Using Whatfix, the Compass Group team provided digital training content 70% faster, improved Icertis onboarding adoption, and reduced training efforts. The ability to guide Icertis users through the contract process with timely relevant content also eliminated the need to stop for clarification or to ask questions. This led to operational efficiency gains, faster turnaround times, and a frictionless user experience.
- Reduced Contract Errors and Improved Compliance Efforts: The Compass Group leveraged Whatfix nudges and just-in-time assistance for required contract fields, reducing the opportunity for errors and helping to ensure compliance.
- Accelerated Time-to-Proficiency for New CLM Users: Using Whatfix, new hires enjoyed personalized and engaging employee onboarding programs, allowing them to be productive and impactful faster. According to Kalwarovski, “We now simply point people to the training resources. There’s no longer need a sit-down, ‘do it like this’ training session. People can learn while in the process, allowing them to hit the ground running.”
- Improved Organizational Change Efficiency: Whatfix enabled the Compass Group to push enterprise-wide changes faster and instantly communicate new Icertis features to all 1,500 users using contextual information with in-app tooltips.
Industry:
- Hospitality
- Food & Beverage
Use Cases:
- Employee Onboarding
- Employee Training
- Change Management
Application For:
- Icertis CLM
- Microsoft Dynamics 365
User Type: Employees
Read more customer stories
See how other brands empower their customers, employees, and end-users with Whatfix’s in-app guidance and support.
FAQs
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What is a digital adoption platform?
A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
Can I sign up for a free Whatfix trial?
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
What is Whatfix's pricing?
For full pricing information, please visit out pricing page.
Pricing for each product and plan is composed of a flat fee, plus user license fees. The flat fee depends on the product and plan you need. User license fees are defined based on the type of user who will access the application where Whatfix will be deployed, as further defined below:
For employee-facing applications used by your employees for internal business functions a user license is equal to the total number of users with access to such application.
For customer-facing applications used by your customers or external-facing users (partners or any other third-party) a user license is equal to the monthly active users (MAUs) with access to such applications.
How does Whatfix compare to its competitors?
What is the largest pure-play digital adoption vendor in the marketing. Explore our Compare Hub to see why Whatfix is the DAP market leader.
What type of applications does Whatfix support?
Whatfix supports both web-based, mobile, and desktop (or on-premise) implementations – as well as internal use cases for employees and external use cases for customers.
For our web-based cloud offering, you just need to install our Whatfix Editor extension on Chrome or Firefox, and you are ready to get started. Our editor’s user experience is so simple that you can create interactive guides easily, with no technical dependencies or setup required.
Our mobile DAP deployment utilizes an SDK.
We also offer full support for on-premise setups. Our on-premises export version allows you to export and deploy Whatfix guides on your own web server.
How can I read Whatfix reviews?
You can find Whatfix DAP on all major software review websites including G2, Capterra, SoftwareAdvice, Gartner, TrustRadius, etc. We recommend starting with Whatfix reviews on G2.com, as it is the largest, most established third-party review network. With 350+ reviews, Whatfix has been named a Leader in the DAP category for 9 consecutive reports.
What types of companies work with you?
Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:
- SaaS companies
- eCommerce marketplaces
- Insurance companies
- Healthcare providers
- Media companies
- Governments
- Universities
…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix.
What is the difference between Guidance Analytics and Product Analytics?
Whatfix offers two types of user analytics: Guidance Analytics and Product Analytics.
Guidance Analytics is included for all Whatfix DAP customers. It provides engagement and usage data on your in-app content built with Whatfix. See Task List completion rates, Flow dropoffs, Smart Tip views, common Self Help queries, and more.
Whatfix Product Analytics is a comprehensive no-code event-tracking solution. It empowers application owners and product managers to analyze user behavior on internal software and customer-facing apps.
What is Whatfix Mirror?
Whatfix Mirror is an application simulation software builder that provides interactive, replica sandbox environments of any web application for hands-on end-user training.
Quickly create interactive, replica versions of any web application to provide end-users with a sandbox environment for hands-on software training or user testing, without risking live software usage.
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