Marketboomer 6x Its ROI With Contextual, In-App Customer Onboarding
SaaS procurement platform Marketboomer deployed Whatfix’s DAP to provide in-app guidance and contextual support to improve its customer onboarding experience and drive user adoption of Marketboomer PurchasePlus.
BY THE NUMBERS
The Whatfix Difference
280 hours
eliminated on creating customer onboarding and training content.
$71,000
reduction in new customer onboarding and training costs per year.
3,000+
support tickets eliminated, with 98% of Self Help queries resolved without needing additional support.
“Whatfix is the ideal way for Marketboomer to communicate training to customers. We can easily target use case types and countries, pushing relevant, personalized content to customers. We particularly like the Whatfix task lists which create roadmaps to progress by our PurchasePlus experts and monitor efficiency in real time.”
Drew Nixon, Head of Customer Success at Marketboomer
The Marketboomer Story
Re-Imagining Its SaaS Procurement Platform’s Customer Onboarding Experience
Marketboomer’s cloud-based digital procurement software is used by over 2,500 hospitality buyers and suppliers across 12 countries.
Marketboomer’s challenge was to efficiently train hospitality customers to use the software, particularly PurchasePlus, the organization’s automated hotel procurement platform. There are two types of end-users: buyers (e.g., hotels, aged care facilities, and clubs) and suppliers (e.g., wholesalers). The platform is used by a broad range of people, from heads of finance to community chefs, all with varying levels of technical expertise.
Before COVID, most customer training was conducted in person. This was a complex, drawn-out process. Customers are dispersed in many destinations worldwide – hotels, beach resorts, retirement homes, and other locations. People were also regularly switching roles or the hotels they worked in, requiring new people to be trained. Remote learning was also used, mainly comprising digital self-help guides and regular webinars.
Drew Nixon, Head of Customer Success at Marketboomer, realized these one-on-one in-person and remote training methods were not scalable.
“Training was becoming a bottleneck to growth. We have hundreds of hotels worldwide using PurchasePlus – and that number is rising fast. We could no longer host the increasing number of Zoom training calls. It also pressured our support network to manage the incoming enquiries.”
COVID changed everything. With travel prohibited and many hotels temporarily closed, the in-person training strategy was immediately stopped. “We recognized that a DAP would enable Marketboomer to continue the training remotely and scale the operation. We could easily onboard our customers digitally, without stepping off the premises,” says Drew.
With the decision to deploy a DAP, the next question for Drew and the team was: Which DAP platform to use?
“We were impressed by Whatfix the moment we saw it,” he says. “The product features are super-intuitive, the Whatfix pre-sales experience was excellent, and the organization’s NPS and associated accreditation are impeccable.”
The Solution
In-App Training at the Moment of Need
Marketboomer deployed the Whatfix DAP to support customer training in Australia, New Zealand, Vietnam, Singapore, and parts of Europe – with more countries to follow in due course. The platform provided interactive guidance within PurchasePlus, delivered contextual self-support, and collected in-app feedback – ultimately improving application proficiency with continuous training at the moment of need.
The intuitive, connected functionality includes self-help support articles and videos built directly into the in-app experience, putting each user in charge of their own digital development whenever they need it.
Pop-up information widgets inform users about PurchasePlus features that need their attention. In-app flows, tooltips, task lists, step-by-step instructions, and more provided tailored experiences to specific hospitality user segments, intelligently improving these experiences over time as more is learned about their needs.
Just three people from the Marketboomer team create and deliver this, and the company’s engineering resources do not need to intervene, using Whatfix’s no-code content editor.
“Whatfix is the ideal way for Marketboomer to communicate training to customers. We can easily target use case types and countries, pushing relevant, personalized content to customers. We particularly like the Whatfix task lists which create roadmaps to progress by our PurchasePlus experts and monitor efficiency in real-time,” says Drew.
The Benefits
Marketboomer Finds 6x ROI From Its DAP Investment
Whatfix’s DAP enabled Marketboomer to reimagine customer training for its PurchasePlus procurement solution. This forward-thinking digital training system is raising customer satisfaction, user adoption, and efficiency.
Based on Whatfix analytics drawn from the Marketboomer implementation, here are a few of its core benefits:
In-App Content Engagement
- Improved customer onboarding effectiveness, with over 3,500 engagements on its various in-app content, flows, links, pop-ups, and videos.
- Enabled users to find help 98% of the time with self-help, drastically reducing customer support tickets.
- Engaged 84% of all users with Whatfix guidance.
Enhanced User Experience
- Positive customer feedback: Customers submitting feedback overwhelmingly shared positive feedback on the new onboarding guidance.
- Customer feedback most frequently highlighted the platform’s new ease-of-use with in-app guidance.
End-User Training
- Saved 1,760 hours previously used on online training with its new in-app, step-by-step guidance.
- Saved 216 hours previously used on offline training with its new in-app guidance
Industry:
- SaaS
- Hospitality
Use Case:
- User Onboarding
- Self-Service Support
Applications For:
- Marketboomer PurchasePlus
- Marketboomer PaperlessInvoicing
User Type: Customers
Read more customer stories
See how other brands empower their customers, employees, and end-users with Whatfix’s in-app guidance and support.
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FAQs
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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