Smartbox Used Whatfix's DAP to Provide a Better Partner Experience on Its Online Portal
Smartbox Group provides customers with an online partner management portal (PMP) to use its platform. To create a more intuitive partner experience, Smartbox uses Whatfix to create in-app guidance and self-help support to help customers use its platform – ultimately driving adoption and product-led growth.
BY THE NUMBERS
The Whatfix Difference
20%
reduced login errors.
30,000+
weekly logins supported with in-app guidance.
15%
reduced volume of partner support tickets.
“With Whatfix, our product team was empowered to create content and walkthroughs without dependencies on development, design, or release dates, with partners better equipped to educate themselves with new and existing features. 75% of partners find what they need in the self-help search section”
Ben Reinhardt
Product Owner, Smartbox
The Smartbox Story
Innovating Gift Experiences
Smartbox Group, a pioneer and the European leader in gift experiences, offers the broadest range of experience gifts across various themes (such as getaway, adventure, pampering, and gourmet). Smartbox helps create unforgettable memories every year by selling nearly 6.5 million experience gifts in 11 European countries: France, Belgium, Spain, Italy, Sweden, Denmark, the Netherlands, Portugal, Switzerland, UK, and Ireland. Year after year, Smartbox keeps the focus on the quality of our products and services, always improving and growing its network of 42,000 partners across Europe and Northern Africa – achieving a total annual business volume of over $480M.
Smartbox Group launched its brand during a time when people were searching for exciting and unique activities to do alone, with a friend, or as a means of seeking deeper relationships. Smartbox offers gift recipients the opportunity to experience unique adventures or out-of-the-ordinary experiences instead of a material or tangible gift. The company is committed to creating and providing non-traditional gift experiences to help recipients enjoy a memorable experience.
The Challenge
Helping Smartbox Customers Use the Smartbox Platform Effectively
Smartbox utilized a Partner Management Portal (PMP) that experienced suppliers frequently found difficult to use. The PMP was customized and specifically designed to allow easy access for Smartbox’s gift partners, to access and proficiently use while processing the various types of gifts.
However, the PMP portal was more complicated to use than expected. Experienced suppliers had difficulty logging in, resulting in high login error rates. Partners also experienced challenges ranging from navigating the portal to completing regular tasks, such as booking a voucher or viewing an invoice.
As Smartbox added new products and gift experiences to sell, the company had to update PMP to reflect the availability of new product offerings. Smartbox realized the intrinsic value in experienced suppliers understanding how to use its PMP proficiently. Smartbox recognized the need to create learning and development capabilities and walkthroughs for new features and additions.
The Solution
Smartbox Identified Its Requirements for a Digital Adoption Platform and Found Whatfix
Smartbox initiated a search for a digital adoption platforn (DAP) that would be compatible with its Smartbox platform, but would also accelerate the learning process for its experience suppliers. Smartbox identified three major issues that would be resolved with a DAP – those included:
- Issues with login and portal usage usually resulted in customer support contact.
- Development resource was at a premium, and minor design improvements were competing with top-priority innovations.
- Provide self-service customer onboarding and training without requiring an internal technical or training resource.
These recurring issues were deterrents for partners attempting to provide a high level of customer service to their customers. Inconsistent access to Smartbox impeded the experience suppliers’ ability to deliver on what customers were expecting. Additionally, any changes or new features to the Smartbox application impacted the partners’ transition and ability to effectively and positively process the gift experiences for end-customers.
This led to Smartbox seeking a solution to address all technical and user issues. Smartbox considered Whatfix and two other competitors as options while searching for a Digital Adoption Solution. Smartbox selected Whatfix’s Digital Adoption Solution due to its compatibility with the Salesforce community, its flexible and aesthetic design, and the easy adoption value partners would experience.
The Results
Smartbox Provided an Intuitive Experience for Suppliers & Customers With Whatfix's DAP
Whatfix launched within Smartbox in August 2019. Whatfix provided a repository of information within Smartbox, which not only helped to simplify the log-in process for their partners, but also enabled them to navigate through the Smartbox portal providing clients with unique gifting experiences.
With Whatfix, Smartbox was able to build, analyze, and improve its partner experiences with in-app guidance and self-help support. Smartbox was able to use Whatfix to:
- Train Smartbox Partners on how to properly log-in and operate the Smartbox partner portal.
- Foster partner independence and self-reliance.
- Provide a simplified way to conduct new feature announcements, promotions, and adoption.
- Reduce system complications with partners processing gift experiences
- Faster development time for additional features and services.
- Effective digital learning experiences that simplified training and drove partner adoption.
- Provided a broad range of training options that aligned and supported the scalability and sustainability of the evolving Smartbox solution.
With Whatfix, Smartbox:
Empowered product teams: With Whatfix, product teams can create content/walkthroughs without dependencies on development/design/release dates.
Enhanced employee training: Smartbox experience suppliers can access relevant information supporting product education and new features.
Support experience suppliers: Whatfix comes with communications tools that allow Smartbox the flexibility to publish messages and articles that are sometimes urgent and helpful directly to experience suppliers. This feature allows the development squad to focus on other roadmap items.
Foster client independence: Improves the quality of gift provider training and operational knowledge helped create a higher level of client independence. Smartbox’s use of Whatfix’s digital adoption solution has led to a reduction in support inquiries.
Ensure positive customer experiences: Provides an easy interaction with Smartbox’s platform, supports our goal for customers to have a positive experience and provides a continuation of these services long-term and post COVID-19.
Ready to experience Whatfix for yourself?
Company Size
800+
Industry
Retail & Wholesale
Use Case
- Partner Onboarding
- Partner Training
- Partner Support
Applications
- Smartbox Partner Management Portal
# of Users
42,000+
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FAQs
FAQs
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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.
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
Absolutely. Here are a few of our DAP comparison guides:
Whatfix supports both cloud and on-premise implementations.
For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.
We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.
Our pricing is entirely based on customer requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, visit our pricing page or you can contact us at [email protected] or call us at +1-800-459-7098. We would be happy to provide you with a custom quote.
Our customers use Whatfix for a variety of use cases, including:
- Supporting change and digital transformation efforts.
- Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
- Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
- Creating self-help portals to provide end-users and customers with on-demand guidance and support.
- Building better employee and customer experiences through advanced product analytics and behavioral data.
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.
You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.
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