Marketboomer 6x Its ROI With Contextual, In-App Customer Onboarding

280 hours eliminated

on creating new customer onboarding and training content.

$71,000 reduction YoY

in new customer onboarding and training costs.

3,000+ support tickets eliminated

with 98% of Self Help queries resolved without 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.

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