The Challenge
While introducing SAP Commerce Cloud across five sales business units and 20 production sites, Dutch Flower Group was going through a major organizational transition. They needed to ensure effective onboarding of their customers and provide support at the moment of need.
Customers struggled to adapt to the new system, generating high volumes of support calls and growing user frustration. Dutch Flower Group needed a way to guide customers through the platform without relying solely on their support teams.
How Userlane Helped
Userlane helped streamline the onboarding of over 10,500 customer users worldwide, enabling Dutch Flower Group to create interactive content in 24 languages. Users were guided through new tasks at the point of need and in real time.
The key objectives were:
- Enable decentralized content creation so each sales business unit could manage their own in-app guidance
- Ensure a great customer experience by providing consistent support beyond initial onboarding
- Offer 24/7 support for customers across all time zones
The Impact
Userlane delivered significant improvements to customer onboarding, training, and software rollout processes at Dutch Flower Group.
- 40% user engagement rate
Automated customer onboarding boosted in-app engagement across SAP Commerce Cloud.
- 24/7 customer support
Userlane became an integral part of the support strategy, offering guidance around the clock across all time zones.
- 10,500 customers onboarded
Streamlined onboarding across five sales business units and 20 production sites worldwide.
