The Challenge
To help users become familiar with SupplierConnect, Linde Engineering created learning resources and hosted separate training sessions with each supplier. However, the time and effort to create content and run sessions was significant, and the information presented wasn’t practical enough to help users complete tasks effectively.
How Userlane Helped
Linde Engineering implemented Interactive Guidance to automate sections of the onboarding process and provide contextual support for suppliers completing tasks in SupplierConnect. Within three months, they had successfully onboarded over 120 suppliers.
The key objectives were:
- Welcome users and guide them through SupplierConnect processes step by step
- Reduce support requests by providing guide links that answer common questions
- Communicate platform updates through announcements directly inside the application
The Impact
Together with Userlane, Linde Engineering discovered new use cases to drive adoption of SupplierConnect and their broader IT landscape.
- 60% reduction in training costs
No longer a need to create and update training manuals and other support documents.
- 2x faster onboarding of suppliers
Linde Engineering onboarded over 120 suppliers in three months by automating repetitive parts of the process.
- 48% decrease in support requests
Support ticket volume dropped significantly after implementing in-app guidance.
