How Whatfix Became The 24/7 Self-Help Solution for Cardinal Health

Ranked No. 14 on the Fortune 500 list (2018) with a revenue of USD $130 billion, Cardinal Health is one of North America’s largest healthcare supply chains that deliver medical supplies to pharmacies, hospitals, ambulatory care sites, labs, and physician practices.

Serving more than 100,000 different health care sites on a daily basis, Cardinal Health helps their customers focus on patient care while reducing costs, improving efficiency quality, productivity, and increasing profitability.

Cardinal Health, as an organization, has always strived to provide the best possible user experience to their customers across their global presences. That being at the helm of their success, Cardinal Health Canada decided that they needed to provide a progressive self-serving mechanism for their customers that went beyond the regular customer service.

This success story talks about how Whatfix became the go-to solution for Cardinal Health Canada, helping them create self-help options on their multiple websites that not only drove down their overall customer support emails/calls but also accelerated their user adoption.

Whatfix is excellent. It gives us the means to easily, effectively, and unobtrusively communicate to our users.


Adam Shapiro
Senior Business Analyst, Cardinal Health Canada

The Challenge – Making Customers Self Serve

Cardinal Health Canada was preparing to launch a fresh web ordering website. Being one of the most sought after projects, the idea was to migrate all their existing web users to the new website with a fresh interface and user experience. In order to do that, the biggest challenge that they had to face was streamlining their user adoption.

Designing a nifty user adoption process, they began with usability tests prior to the launch to make sure that the website was intuitive to use. The goal was to make the interface much simpler, curbing the customer queries to sales and customer care, post-migration.

A few weeks post the launch of the new website, Cardinal Health realized yet another gap in their user adoption process. Many of the users had queries which could be best answered by “showing, not telling.” But, with the expanse of the customer base and volumes of accounts involved, having a one-on-one training session with the potential users was not feasible.

This challenge drove them to look back at Whatfix, that they had earlier implemented internally for their employees, which brought in tremendous success.

Looking Back, Touching Base With Whatfix

In 2016, Cardinal Health Canada had touched base with Whatfix for an internal challenge which was much simpler but significant.

The challenge was that the employees faced issues while resetting their corporate password within the self-service FastPassCorp portal. This resulted in increase in calls to the IT department, whenever an employee forgot their password and logged themselves out of their systems.

Whatfix was the solution that quickly and soundly resolved this issue by handholding the employees within the portal, helping them register, unlock, reset and change their password successfully, driving down the number of support requests drastically.

Since implementing Whatfix, 45% of survey respondents have rated the self-help options on our website as above average or excellent.


Adam Shapiro
Senior Business Analyst, Cardinal Health Canada

Whatfix Accelerates Cardinal Health’s User Adoption

With an existing testimony of its benefits, Cardinal Health Canada took a leap of faith to use Whatfix to engage their customers and boost their adoption on the freshly revamped website.

The implementation of Whatfix not only helped their users self-serve themselves but also went beyond the typical Frequently Asked Questions (FAQ) page. Being available 24/7, Whatfix’s interactive walkthroughs could onboard, educate, train and help users proactively rather than the reactive resolution of queries through phone calls and emails, cutting down the support costs and human effort by large.

With a repository of 50+ Whatfix walkthroughs, Cardinal Health Canada is successfully enabling their customers, training them effectively to make the most out of the platform, decreasing their frustrating experiences and increasing the overall customer satisfaction.

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