A 50+% decrease in support queries: The secret behind EIDA’s success

Creating peace-of-mind for account managers by leveraging Userlane’s interactive guidance, for a more supportive, and effective way to guide users through their software.

"Userlane freed up a lot of time to do things that are important for the business, which has been really beneficial!"

EIDA, Business Development Manager

50%

decrease in support requests

25%

decrease in re-training efforts

The customer challenge

Founded in 2010, EIDA Solutions is dedicated to helping customers reduce project operating costs and optimize site performance with a ground-breaking solution for engineering companies. As a project management platform, EIDA enables project teams to work according to defined processes using real-time data.

When it comes to user onboarding, EIDA initially took a hands-on approach to onboarding new users by doing so in person and making use of online training materials. This process proved to be effective in the beginning, but as EIDA started to scale, this particular approach was no longer sustainable in terms of time, resources, and costs involved. It also became overwhelming for account managers as they often had to deal with a high volume of queries, answer repetitive questions, and re-explain certain workflows in the platform.

 

How we helped

To address these challenges connected to user onboarding, EIDA needed a solution that would enable users to understand how to use the platform themselves with as little external support as possible. In other words, EIDA wanted users to receive knowledge about the platform on-demand, as this would free up time for the account managers to focus on other important tasks connected to providing a smooth customer experience.

After conducting some research, EIDA decided to leverage Userlane’s interactive guidance and upon implementation, defined the following objectives:

1. Reduce the number of support queries and free up time for account managers 

With numerous features and functionalities, EIDA is a relatively complex solution, and it took account managers a lot of time to explain the software and respond to all the support queries.

2. Provide effective onboarding and guidance 

EIDA wanted to provide their users with a more logical, supportive, and effective way to guide them through the software. 

 

Results

In the months after implementation, EIDA noticed a marked increase in users’ confidence in using the platform successfully and without frustration. This increase subsequently gave the account managers peace-of-mind knowing that users were now able to navigate through all processes interactively without any friction.

25% decrease in re-training effortsAlthough EIDA still occasionally delivers one-on-one training, they spend far less time on supporting and guiding new users. 
50% decrease in support requestsLess time is needed in answering support queries thanks to a dramatic decrease in the number of help requests that came through.
24/7 supportFurthermore, EIDA no longer experiences challenges related to having users globally distributed. Userlane can be used anytime, anywhere, meaning that users receive interactive guidance no matter where they are in the world.

Feedback from users indicates that Userlane is easy to use, intuitive, and extremely helpful. EIDA also states that Userlane, in comparison to other platforms, is the most user-friendly and intuitive solution for both employees (account managers) and users, and, if EIDA ever has questions, the support from the Userlane customer success team is always quick and reliable.

 

“If we didn’t have Userlane we probably wouldn’t be able to consider moving away from personal training. People have a lot of questions or they forget things, but they can just go back now and figure it out.”

– EIDA, Business Development Manager

 

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