How Corrigo Uses Whatfix Worldwide to Reduce Customer Training Costs

Corrigo, a JLL Company is a leader in integrated facilities management solutions. With fast growing user-base of Corrigo’s SaaS-based Facilities Management software, the costs to onboard and enable users increased disproportionately:

  • Diverse user base: including supervisors, store managers, technicians, finance managers.
  • Very customizable platform: with widely varying customer instances and resultant training and support needs.
  • Frequent releases: that affect each client instance differently.

Corrigo needed a solution that rendered scale and effectiveness, while balancing the cost and effort of organizing bootcamps which train only 30-40 users at a time. Whatfix provided Corrigo a simple and effective way to onboard, enable and engage users in real-time.

Whatfix has helped me tremendously in my job!  Its ease of use and implementation, and the ability to customize the appearance of Whatfix have been very valuable for us.  Our customers use Whatfix self-sufficiently without needing to call our customer service.

Scott Mandery
Training & Content Development Manager

The Challenge of Improving the Adoption of the FMS

Corrigo was facing rising customer training costs and effort along with its growing user-base. The customers were experiencing high time-to-productivity on the highly configurable solution leading to escalating support needs that also compromised user experience.

Corrigo was looking for a way to effectively onboard a geographically spread-out user base by providing in-app guidance. In-app guidance would augment training and optimize the user-experience for diverse user-base.

Reasons for Choosing Whatfix

Corrigo chose Whatfix for the following reasons:

  • Versatility: Customizable solution that supports broad-range use-cases
  • Ease of use: Compelling set of features, not daunting to use
  • Quick ROI: Quick time-to-value vs others that need a steep learning curve.

Smooth Transition to the New FMS Platform Using Whatfix

Whatfix has become essential to Corrigo FMS to engage users, and to provide a smooth transition of customers to the new version of the FMS platform.

Interactive Guides: Goal-centered walkthroughs that show-up contextually and automatically to ‘handhold’ a user. Using these, Corrigo customers and employees are able to complete all tasks, basic or advanced, self-sufficiently, and correctly, the first time around itself.

Multiformat Content and Smart Assist: Corrigo attaches useful videos, and reuses knowledge base content (such as articles, whitepapers) to fill gaps in user knowledge. Corrigo augmented the bootcamp trainings using Whatfix by bolstering recall and providing in-the-moment digital guidance.

Alerts and pop-ups: Contextualization of training enhances its effectiveness. Corrigo’s L&D understands this and inserted instructor-led videos into pop-ups that make learning available to users when it is most relevant. Scheduled alerts are also used to communicate software upgrades so users remain productive throughout the changes.

Drastic Improvement in User Experience

Corrigo experienced a drastic reduction in support costs since users were now able to self-serve their queries within Whatfix. This led to an elevated user experience and that reflected in the heavily positive user feedback that customers were sending within the application. The bootcamp training costs reduced significantly since users now had to spend less time in classroom training, with Whatfix available to help them in the flow of work.

Whatfix was able to do all things: all the bells and whistles, easy to use, support folks were knowledgeable and always available. All our customers that have seen our product with Whatfix interactive guides have loved it!

Scott Mandery
Training & Content Development Manager

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