The COVID-19 pandemic has created new challenges for businesses around the world, leading them to strategize to stay agile while optimizing costs. For many businesses, that meant jumping on the bandwagon of digital transformation and verticals like human resources, helping businesses recruit and train the right talent to weather the crisis.
At the same time, digital adoption platforms likeseized the opportunity and helped organizations deploy advanced software tools quickly and securely. All this, while our clients and their teams were working remotely.
At Whatfix, we provide product adoption, user onboarding, employee training, self-service, and performance support for businesses using enterprise web applications. We help users of SaaS applications create interactive procedures or in-app guide flows to help others navigate tasks easily.
For departments like HR, Customer Relationship Management, Enterprise Resource Planning and Accounting, Whatfix offers training instructions via interactive guides for a seamless onboarding process for all business applications.
When my co-founder Vara Kumar Namburu and I founded Whatfix in 2014, our goal was to create a SaaS platform with a full suite of tools. We went from colleagues at Huawei to creating a startup with a vision to create intelligence tools that could fuel the growth of the company.
As we grow up, so do our ambitions. In a short time, our platform made the migration to applications such as Salesforce, MS Dynamics, MS Meeting, Oracle CRM, Service Now, SuccessFactors, SharePoint, Office 365, Workday, and G-Suite transparent. Companies can integrate Whatfix with their learning management system to create interactive and stand-alone training programs.
Today, our solutions deliver learning content in a variety of formats, including real-time advice, and empower customers around the world to do more with less, all powered by the power of digital adoption.
Empowering a workforce ready for the future
Over the years, Whatfix has made strides in helping organizations manage diverse, remote and virtual workforce with digital tools that promise a seamless user experience. Our SaaS solutions have solved several issues that complicate tasks such as talent acquisition and management, onboarding of new hires, performance management and support, as well as learning and engagement. employees.
With six offices around the world, our customer base includes several Fortune 100 companies. Currently, our offices employ more than 500 people in India, Germany, Australia, the United States and the United Kingdom.
Since inception of our operations, Whatfix has raised nearly $ 140 million in funding and our investors include big names such as Softbank, Dragoneer, Sequoia Capital, Helios Ventures, Cisco and Eight Road Ventures.
But, the journey to the top has had its fair share of challenges. For starters, digital adoption solutions (DAS) are a very niche category. While many understood the issues we fixed, they didn’t necessarily realize that there is a solution available. Our main challenge was to resolve this lack of awareness.
Lessons Learned from the Evolving Digital Adoption Solutions Market
I may be an entrepreneur, but I am an engineer at heart, which is why I believe in creating solutions that strengthen our future. During my 20 years of experience, I have held various positions to drive the growth of the company through product development and innovation. It also means that I was at the forefront of the evolution of DAS space.
The first DAS tools focused mainly on digital guidance and product navigation and were quick fixes to solve user problems at the interface level and appealed only to small and medium-sized businesses. These solutions have often failed to meet the need for niche tools.
The story took a turn around 2010, when companies began to increase their IT budgets and the use of business applications across all industries increased. Over time, digital adoption solutions have landed on the radar of large organizations, and the market discourse has shifted from browsing and performing tasks to the online employee experience.
The pandemic has undoubtedly accelerated the pace of digital transformation. This has made more companies realize the importance of leveraging digital initiatives, thus proving a boon to the digital adoption platform (DAP) market. Before the COVID-19 crisis, digital transformation was generally seen as part of a strategy for expansion rather than a pillar.
The pandemic changed that and soon enough companies began to view DAS as necessary to improve their chances of survival. There are numbers to prove it too! According to a McKinsey 2020 investigation, executives consulted said their companies have accelerated the digitization of operations such as customer interactions and the supply chain by three to four years. In addition, the share of digital or digitally enabled products in their portfolios has increased by seven years.
With the help of DAP, businesses can successfully adopt and deliver a superior user experience. This is becoming increasingly relevant in the context of the current pandemic, when there is a pervasive need to provide remote training and support experiences.
Take the case of one of our esteemed clients, Comviva, a subsidiary of the Mahindra Group, with sales of $ 21 billion. The company serves more than 130 wireless service providers and financial institutions in more than 95 countries.
During the pandemic, the global service provider struggled with delays in onboarding and training customers. As the crisis worsened, it became evident that Comviva needed a more efficient mechanism to train new and existing customers, while reducing its dependence on support teams, as most between them worked remotely.
Eager to see things change, Comviva connected to Whatfix Digital Adoption Platform for in-app training. It didn’t take long for Comviva to dramatically reduce the load on its support staff and make it easier for customers to go through training and onboarding.
The team was now taking around eight hours to create and post training videos, instead of the usual 30 to 40 hours. A support article that would have been ready in 24 hours earlier was now ready to be published in just three hours with Whatfix.
Scaling with an enviable USP list
Whatfix’s strengths lie in how it enables companies to improve their business results by removing the complexities of technology adoption. The most popular CRM and ERP tools require extensive training before a business can take advantage of their benefits. The requirement can be a difficult one at a time when much of the global workforce is working remotely. Whatfix steps in to accelerate this process with a more efficient onboarding and customer experience.
Ease of use is hard to miss because Whatfix’s solutions are as easy to install as a browser extension. Additionally, businesses can take advantage of automation to create visitation processes, as our solutions automatically generate information in multiple formats, such as slideshows and videos.
While we can blame many of our problems on the pandemic, I think it has also highlighted the need for employee development and retraining as they take on new roles to help businesses meet a challenge without previous.
Whatfix provides packages that conform to the guidelines of the Shareable Object Content Reference Model so that walkthroughs can be integrated with learning management systems to create interactive courses. In case users get stuck, we have step-by-step guides and self-help articles to help them resolve the issue. Additionally, content is personalized for employees based on their role and location.
How Whatfix is preparing for the future
While an ever-changing business landscape may have reshaped the DAS space, its future is teeming with new opportunities. I believe digital adoption solutions can make businesses more resilient to tackle the next big challenge. It’s obvious that digital transformations allow businesses to set up, test, go online, and deliver both the foundational knowledge and the educational support that will come into play later.
As uncertain as the future is, it is doomed to change. When this change happens, new technologies will fuel digital adoption platforms. As everything becomes accessible remotely, future digital adoption platforms will also focus on self-guided training and on-demand counseling, as technologies such as robotic process automation and artificial intelligence catalyze employee engagement. employees and training protocols.
(The author is co-founder and CEO of Whatfix)