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.
“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.”
Users would often stick with the basic features of the product, not using it to the full extent, therefore, underestimating the value of the product.
The solution of Indicata to this problem was to improve and extend their user onboarding content, to cover all the different functions of their product.
“We felt like our users didn’t utilize every feature of the product so we wanted to make sure we shed light on every aspect of the product that was underutilized.”
In addition to existing features not being adopted, what really pushed them to change their methods was the launch of this new feature, which was very advanced and valuable but also complex at the same time.
They feared their efforts in creating such a feature would go to vain.
“Also promoting new product functionality was the main reason we were looking for a user onboarding solution.”
So they needed a solution to centralize, automate, and streamline their user onboarding while improving product and feature adoption.
They’ve found UserGuiding
“I did an analysis of product adoption solutions in the market and saw that UserGuiding was the easiest and the quickest solution to implement. I felt fairly certain that I could do it on my own as a non-technical person.”
Finally, they’ve decided on using UserGuiding because it was simple to use and easy to integrate.
They’ve been using UserGuiding to create user onboarding material in 11 different languages, for 13 different markets. They’re pushing engaging interactive content that helped them improve user engagement and feature adoption.
“Indicata is a very complicated tool, and our main objective with UserGuiding is to keep things simple at all times.”
▶ Here’s the Hotspot Indicata has created to promote their newest feature:
The Hotspot first displays a video that showcases the newest feature, then lets the user take an interactive tour of this new functionality to understand how they can use it; which is the perfect combo of show and tell.
▶ And here’s how they use UserGuiding’s modals to announce the launch of their newest report:
Visible Growth with UserGuiding
For any change within an organization, the first outcome you should experience is positive feedback from the teams, instead of metrics that will eventually follow.
That’s what exactly happened for Indicata:
“The first output and outcome we’ve seen after implementing UserGuiding was the positive feedback from all our staff since our new onboarding content always supported what they were doing.“
And then followed the metrics:
“After the first 7 days of integrating UserGuiding into our new functionality launch, we saw 47% of our active users for that week interacting with the new feature tour and 34% of them interacted with the hotspots we’ve created around that specific campaign.“
With UserGuiding, Indicata achieved a rate of at least 47% new feature adoption and enabled their users to use the product to its full potential, in 11 languages.
Ready to achieve real feature adoption, just like Indicata did? 🚀
UserGuiding, as a no-code user onboarding platform, gives you the power to eliminate the need for developers in creating interactive content and enables you to improve the feature and product adoption with engaging interactive UX elements.
In a matter of minutes, UserGuiding lets you create:
- interactive product tours,
- user onboarding checklists,
- in-app resource centers,
- and NPS surveys.
Don’t believe me?
Give it a try yourself: