Hays Accelerates CRM Adoption & Improves Employee Engagement With Whatfix
Global staffing and recruiting company Hays accelerated adoption of its new custom CRM with in-app guided onboarding, on-demand help, and hands-on training in the flow of work to 1,500 users.
BY THE NUMBERS
The Whatfix Difference
75%
reduction in application-related support tickets.
5x
higher employee engagement.
118
in-app smart tips created to guide users through IRIS CRM.
"There isn’t just one feature that has made the most impact. It’s all of the Whatfix features working together that have changed the way our users learn and work. This combination of features has truly streamlined our workflow.”
Charlotte Binder
Project Manager Business Solutions & Corporate Projects at Hays
The Hays Story
Global Recruiting Leader Strives For More Efficient Communication and Workflows
Hays is a leading global recruiting group on a mission to match qualified professionals with their next role. A market leader in the UK, Asia Pacific, Continental Europe, and Latin America, Hays placed 77,000 people in permanent roles last year alone.
Recruiting agencies know the importance of finding quality talent and making informed decisions. At the same time, job seekers want an efficient process. If recruiters are slow to act, prospects could drop out or find a different placement.
Hays employs 11,000 people worldwide and strives to ensure efficient communication and workflow, so employees and companies are matched as quickly as possible. With 24 different internal applications, training employees on updates and addressing questions is time-consuming. Hays partnered with Whatfix to promote an efficient recruitment process, drive feature adoption, and employ in-application learning.
The Challenge
The Need for Faster, More Effective User Communication
In order to maintain strong relationships and streamline communication, Hays uses a customer relationship management (CRM) solution called IRIS in the Germany, Austria, Switzerland and Denmark branches where users need to be virtually trained on IRIS’ constantly evolving features. The quicker employees learn how to navigate their systems, the quicker they can find quality talent.
New employees are trained on IRIS during onboarding, but Hays found it challenging to keep employees informed on every new development within the platform.
“Our CRM is developing continuously,” Charlotte Binder, Project Manager Business Solutions & Corporate Projects at Hays, explained. “We benefit a lot of new features, but because we have so many employees, we had challenges enabling everyone on the new enhancements for each release. We wrote a newsletter, created a SharePoint site, and held training sessions. You still lose people. Not everyone reads the newsletter. People aren’t interested in getting on a call.”
Hays created resources to communicate the updates to employees. Even if users did hear about the new features, some still had challenges figuring out how to use them in the best way. With over 1,500 IRIS users, fielding every question and troubleshooting every problem became time-consuming.
The Solution
Hays Streamlined CRM Training With Whatfix's In-App Notifications and Support Resources
Hays began looking for a digital adoption solution to directly inform IRIS users about new functions, best practices, and essential sales processes. They sought a training solution where users could learn in the application — while using IRIS.
The Hays team chose to work with Whatfix over other competitors due to Whatfix’s easy content creation and multiple publishing formats. They were also impressed by Whatfix’s personalized approach.
With Whatfix, Hays has been able to streamline change management. Whatfix easily integrates with the IRIS platform and alerts users of updates using Beacons. Users can then learn how to use the feature without leaving the application.
Users can then learn how to use the feature without leaving the application. Previously, a confused IRIS user would contact their manager to find the correct SharePoint folder, read through the list of files that might contain the right help article, and then flip back and forth from the help article to IRIS to try and solve their problems. With Whatfix, users can engage Self Help and get guided help right away.
Hays even created a mascot from the Self Help feature to encourage feature stickiness. They named it ‘ERO,’ which comes from the Latin word ‘Erogito,’ meaning learn/explore.
ERO introduced itself to users with a pop-up saying, “I can help you carry out processes, give you important tips, draw your attention to new fields, or link you to other sources of knowledge. You can find me in the top right corner if you need my help.” This has been highly successful, with an average engagement of around 1,500 IRIS users.
Hays also takes advantage of other features to improve the user experience. Hays implemented:
- 34 Flows — interactive software walkthroughs that have been viewed over 400 times.
- 118 Smart Tips — information displayed to users while using an application to help them with everyday challenges.
- 34 Flows: Interactive walkthroughs with step-by-step guidance that have been viewed over 400 times.
- 118 Smart Tips: Tooltips and quick help info displayed to users while using an application to help them with everyday challenges.
The Results
Hays Reduced Support Queries By 75% with Whatfix
The partnership with Whatfix allows Hays to provide in-app training and support for their IRIS users. Hays takes advantage of several Whatfix features to make training more efficient.
With the addition of Self Help and the ERO mascot, Hays has seen 75% fewer support tickets. “We have received positive feedback about Whatfix,” Katja Marggraf, Business Owner ERO for GSC+DK at Hays, said. “Team leaders confirm it’s a fantastic opportunity for self-learning because it enables users to search in-application and find answers to their questions quickly.”
Hays also uses Whatfix to ask its employees what they want to learn and where they have problems. With their answers, Hays can build content to address those needs quickly. By using a Pop-up to get user feedback, Hays saw 5x higher employee engagement.
“There isn’t just one feature that has made the most impact,” Binder explained, “it’s all of the Whatfix features working together that have changed the way our users learn and work. This combination of features has truly streamlined our workflow.”
With such impressive results on just one of their recruiting tools for Hays in their Germany branch, the Whatfix team predicts continued success and is excited to help make Hays organizations’ recruiting process even more productive on several other applications.
Ready to experience Whatfix for yourself?
Company Size
10,000+
Industry
Recruiting
Use Case
- Employee Engagement
- User Onboarding
- User Training
- Self Support
Applications
- IRIS CRM
# of Users
1,500+
Read more customer stories
See how other brands empower their customers, employees, and end-users with Whatfix’s in-app guidance and support.
Whatfix
FAQs
FAQs
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A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
Absolutely. Here are a few of our DAP comparison guides:
Whatfix supports both cloud and on-premise implementations.
For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.
We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.
Our pricing is completely on the basis of customer’s requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, you can contact us at [email protected] or call us on +1-800-459-7098. We would be happy to provide you the quote.
Our customers use Whatfix for a variety of use cases, including:
- Supporting change and digital transformation efforts.
- Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
- Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
- Creating self-help portals to provide end-users and customers with on-demand guidance and support.
- Building better employee and customer experiences through advanced product analytics and behavioral data.
Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:
- SaaS companies
- eCommerce marketplaces
- Insurance companies
- Healthcare providers
- Media companies
- Governments
- Universities
…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix.
You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.
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