Autorola, for their used vehicle inventory management tool for car dealers, Indicata, was utilizing one on one onboarding calls to educate customers and emails to announce features.
These became a burden as they scaled to different markets and they were looking for a scalable solution to user onboarding and feature adoption.
Here’s how they achieved success with UserGuiding:
Onboarding users in 13 different markets
Autorola’s platform, Indicata, is available for car dealerships in 13 different markets, in 11 different languages.
That’s thousands of users that aren’t alike at all.
This geographical spread of Indicata made it harder for them to centralize and streamline their user onboarding processes, and they had to rely on their regional representatives to onboard their customers via video calls.
And as they scaled in these regions or expanded to new regions, these historic methods of onboarding proved challenging, pushing Indicata to look for a scalable and consistent method of delivering training to users, across different markets.
The key requirement of this method was that it had to be centralized and automated, to ensure quality and consistency.
Helping users fully adopt the product and features
Another challenge Indicata was experiencing was the adoption of existing and new features.
They were concerned some customers were not experiencing the full value.
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When one of our customers didn’t renew their subscription, our sales team would follow up to see why. We’ve often seen customers just utilizing the basic features of the platform and didn’t get the full value of advanced features, therefore not getting the most out of it.”