DAP(Digital Adoption Platform)

DAP is a solution to facilitate seamless

adoption and learning of the underlying applications through step-by-step guidance

Provides real-time guidance that helps users navigate the nuances, complexities, and variations involved with processes in the live application, despite being proficient with the workflows.

Mature

Product Analytics

Whatfix's Product Analytics enables organizations to track and analyze their users' actions and interactions with their products or applications. It provides valuable insights into user behavior and pain points.

Product Analytics is a:

No-code visual editor to capture and analyze product data without engineering support

Find where users are dropping off in the journey with Funnels & User Journey & understand feature adoption with Insights

Our patented element detection capability ensures data consistency even after UI upgrades

Provide instant value using the Whatfix in-app guidance platform

Track metrics that matter in a birds-eye view using our custom dashboard

PMF achieved

Mirror

Simulation training software for onboarding and continuous training

Helps users undergo hands-on training and practice workflows on a realistic and interactive replica of web applications, without the risks of live system engagement

Pre-Beta

Breadth

To optimize the key metric of ‘Utilization on licenses/apps’ the more Whatfix features like Self-help, tooltips are deployed and used, the more engaged the customer account will be.

Yes ✅

Unutilized licenses can lead to churn as customer doesn't realise full ROI of Whatfix deployment

Frequency

Number of times user uses Whatfix flows

No ❌

There is a ceiling to frequency as user may not use same flows once they are adept at the workflows

Depth

1. Avg time spent per session

2. Total number of sessions per week

No ❌

Depth depends on factors like apps, lifecycle, hence unreliable to track for engagement

Use Case

Use Cases are basic, and limited to:

- New User Onboarding

- Change Management

- Training

(Learning and Dev specific)

Use Cases implemented are a little more complex like :

- Improving Application Adoption

- Improve Process compliance

- Reduce Data Errors

(SME specific)

Use Cases help in identifying gaps in the application

Help in optimizing the application/

Use Cases are driven by survey feedback and analytics

(Product owners and IT-specific use cases)

Use Cases are around impacting and improving employee productivity / Improving revenue / Reducing operational costs(C-level / Executive level specific)

Stakeholder (Customer)

Limited stakeholder engagement. Identified one champion and sponsor

More than 1 champion is identified. Min 1 EBR / connect in a year held with the Sponsor

Identified contacts from at least 3 layers of hierarchy apart from the identified champion and Sponsor. Governance Meeting held every quarter

Connects with senior VP and above. Advocacy from Champion and Sponsor

OKRs

Onboarding Objectives present

OKR framework with short-term objectives (6m)

OKR framework with use cases being mapped to OKRs

Objectives and key results are driven from the executive POV

Value

Limited understanding of the correlation of value from Whatfix with their internal measurements

Productivity Gains Calculator. Initial value model defined and agreed upon with the customer

Key results set are tracked, MoM. Generate Monthly reports / Quarterly Reports

ROI and Value impact business through a defined value model. Customer are able to realize value without the need for Whatfix to intervene / Run their EBRs

DAP Competence

Knows only an overview of DAP

Min 1 contact has DAP Associate Certification (Customer or Implementation Partner, including Whatfix)

Min 1 contact completed more than 2 Whatfix Learning certifications. Regularly attending Webinars (Customer or Implementation Partner including Whatfix)

The dedicated DAP team creates and maintains all content. Participating in Design Partner Programs

Outcomes

Focus on Go Live

Unique user engagement >=50% (MAU)

Unique user engagement >=60% (MAU)

Unique user engagement >=75% (MAU)

Analytics

Mostly using Guidance Analytics.

User Actions in place (Feature utilization or Process related)Creating trend insights and funnel insights

x > 20 user actions in place. Creating and using Cohorts, and user journeys to optimize end-user experience

x > 40 user actions in place. Use cases are built/derived from Whatfix Analytics (Guidance and Product) and are integral to their data decision process

Content Creation and Maintenance

Go Live content

Editor engagement > 7+ contents / quarter

Editor engagement > 10+ contents / quarter

Editor engagement > 15+ contents / quarter

Feature Adoption

At least 2 Whatfix features

At least 4 Whatfix features. User Actions in place

At least 6 Whatfix features. User Actions in place. Number of insights > 3

At least 6 Whatfix features. User Actions with advanced functionalities such as attributes implemented. Number of insights > 7

Self-Serviceability

Query/Issue tickets > 20 tickets/month

Query/Issue tickets < 20 tickets/month

Query/Issue tickets < 10 tickets/month

Query/Issue tickets < 5 tickets/month

Enterprise Accounts

>= 1000 Employees Company

Both E&EL

Emerging Accounts

<1000 Employees Company

VS, S & M

Partner Accounts

Accounts acquired through our partner channel

Across client types.

Engagement Framework

Relevance

Key Metric to be tracked

Rationale

Breadth

Primary

​Feature adoption rate

The more features used in an account, the higher the adoption rate of Whatfix among the end users

Depth

Secondary

License utilization

​The higher license utilization in an account, lower the risk of churn and higher rates of renewal

Frequency

Tertiary

Product engagement score

The more frequent usage by end users, higher adoption of Whatfix

Engagement Campaign

Hypothesis

Channel of Distribution

Persona/Type of User

Pitch and Content

Goal of the campaign

Frequency and Timing

Success Metrics

Milestones for the campaign

Quarterly business plan

A quarterly plan helps break down broader annual objectives into manageable, focused actions. This ensures the team stays aligned and focused on achieving specific targets within a defined period. With a quarterly approach, Whatfix can prioritize initiatives that offer the most significant impact on customer engagement, ensuring that resources are allocated effectively.

Arranged by CSM- Video conferencing (e.g., Zoom, Microsoft Teams) and follow-up emails.

All accounts onboarded but not yet live

Whatfix onboarding welcome, agenda, reviews of previous quarter, Key metrics and KPIs, customer success stories, current challenges, roadmap, feature planning, content creation roadmap, feedback

ensuring the customer is achieving their goals with Whatfix and identifying ways to enhance the partnership.

Quarterly

Customer satisfaction scores (CSAT), retention rate, achievement of agreed-upon goals, and increased product adoption.

• Executive Summary Report: A concise document summarizing the key findings, metrics, and strategic recommendations discussed during the QBR.
• Slide Deck: A presentation that visually represents the data, insights, and proposed strategies, to be shared before or after the QBR.
• Action Plan Document: A detailed list of agreed-upon action items, responsibilities, and deadlines.
• Roadmap Overview: A visual or document that outlines upcoming product features and updates relevant to the customer.
• Month 1: Conduct the Q1 business plan meeting.
• Month 2: Implement agreed-upon action items.
• Month 3: Mid-quarter check-in to assess progress.
• Quarter End: Evaluate success and prepare for the next planning session.

​

Customer Pulse

Customer Pulse

is an opinion you get from your most recent customer interaction. It entails customers' overall sentiment, satisfaction, and feedback towards the products and services of Whatfix at a given time. It is a measure of the emotional and experiential response of customers to their interactions with Whatfix. Regularly gathering customer feedback through surveys will provide actionable insights to improve service delivery and customer satisfaction.

Email surveys, in-app feedback forms, and follow-up calls.

All customers, with a focus on those at risk of disengagement or those with low satisfaction scores.

• Pitch: “Your Opinion Matters – Help Us Serve You Better”
• Content:
  • Short, targeted surveys focusing on key areas like product satisfaction, support experience, and feature requests.
  • Personalized follow-up based on survey responses, addressing any concerns or suggestions.
  • Regular feedback loops where results are shared with the customer, demonstrating how their input drives change.

​

To keep a track on customer health and flag at-risk customers through identification of certain parameters

For every active license (contract product), a pulse must be logged once every month.

Response rate, improvement in CSAT, decrease in churn rate, and actionable feedback implementation.

• Month 1: Launch initial survey and collect responses.
• Month 2: Analyze feedback and implement quick wins.
• Month 3: Share feedback results with customers and plan for the next survey.

​

Executive Business Review(EBR)

EBR is a strategic practice which helps in ensuring alignment of customers goals and value created by Whatfix. EBRs create top of mind for Whatfix as customer feels we care about their goals and are a partner in giving them 2x ROI on their investment with Whatfix.

CSM(Customer Success manager) reaches out to their account SPOC/including project sponsor over online meetings. For L/EL accounts face to face meeting can be done too based on necessity, impact on renewal and other factors. High-level strategic reviews with executives will ensure alignment on both sides, fostering strong relationships and driving executive buy-in.

Senior executives from key accounts, especially those with significant influence on the partnership.

Wins / Challenges / KPIs / Recommendations

Strengthen executive relationships, ensure alignment of strategic goals, and secure long-term commitment from senior leadership.

Business Review should be done for 100% of the accounts for each CSM every quarter. 2 Face to Face EBR for strategic accounts in a year

Executive satisfaction, renewal rate, and strategic alignment scores.

​

• Pre-Meeting: Preparation of a tailored EBR agenda and materials.
• Meeting: Conduct the EBR and gather executive feedback.
• Post-Meeting: Follow-up with a detailed report and action plan.
• 6 Months Later: Prepare for the next EBR, incorporating lessons learned.

Sponsor Connect Program

Nurture highest value customers at senior level via 1:1s to keep customer relationships intact ensuring high loyalty, retention, growth, and advocacy. Direct engagement with internal project sponsors will ensure continued advocacy and support for Whatfix within the customer’s organization.

Senior leaders from Whatfix connect 1:1 either online or face to face with Customer Sponsor

Accounts having ARR above 300k

To achieve strategic alignment between customer and Whatfix. Drive strategic value from your Whatfix investment. Insights into achievements and learning from other key successful projects

Early visibility into Whatfix’s product roadmap, DAP, business strategy

To protect renewal ARR across all accounts at $300K+, top 40.

Quarterly with key accounts(Top 40)

Sponsor engagement rate, internal advocacy actions taken, and increased product adoption within the organization.

• Month 1: Establish the first contact and set up regular check-ins.
• Month 2: Share success stories and discuss strategies for broader adoption.
• Month 3: Review progress and adjust strategies as needed.

​

Whatfix user community

Building a strong user community will increase customer engagement, foster peer learning, and create brand advocates.

Online community platform, webinars, forums, and social media.

Active users, community managers, and Whatfix power users.

• “Join the Conversation – Empower, Engage, and Excel with the Whatfix Community”
• Content:
  • Regular webinars and live discussions on best practices, new features, and industry trends.
  • User forums for sharing experiences, challenges, and solutions.
  • Opportunities for users to showcase their successes through case studies, guest blog posts, or speaking at Whatfix events.
  • Exclusive access to beta features and the opportunity to provide feedback directly to Whatfix’s product team.

Foster a sense of community among users, drive engagement through peer-to-peer learning, and create brand advocates who champion Whatfix.

Ongoing, with monthly webinars and regular forum activity.

Community engagement rate, number of active users, contributions to forums, and increased NPS (Net Promoter Score)

• • Month 1: Launch the community platform and host the first webinar.
  • Month 2: Monitor community engagement and gather user feedback.
  • Month 3: Introduce user-generated content and plan for the next series of webinars.

​

Pulse Category

Definition

Criteria (All need to match)

Extremely Satisfied

The customer has communicated that everything is going well and an

event has occurred making the customer really happy

.

• Required Pulse Score:

6/6

• A new event has occurred which demonstrates that the customer is

very happy

(Example: the customer signed up to buy a new Whatfix Product, upgrade licenses, converted to MY deal etc)

• If the customer had to

decide to renew today

, the answer be a

Resounding Yes

Satisfied

The customer has communicated that everything is going well.

Analytics is looking good

.

• Required Pulse Score:

6/6

• If the client had to decide to renew today, the answer be a

Yes.

Some Risk

There have been some items/issues which have been identified but

can be mitigated soon

.

• Required Pulse Score:

5/6

• If the client had to decide to renew today, there would be

obstacles for the Customer to say Yes.

High Risk

The customer has

expressed displeasure

or there are identified items that

cannot be mitigated soon

enough and could

risk the renewal

.

• Required Pulse Score:

4/6

• If asked to renew today, the customer would say

No.

Severe Risk

Almost sure

that the

account will churn

if you assume the renewal is now.

• Required Pulse Score:

Less than 4/6

• The customer

overtly expressed

their intent to

terminate services with Whatfix

Or you sensed that they are

looking for/approached by other DAP vendors in the market.

Reasons given for churn

Classification

Proposed solution

Late/delayed onboarding of customers

Voluntary

Design customer journey process to onboard the customer and

go live within 90 days of acquisition of the customer

Product Experience

Voluntary

Ensure UAT(User Acceptance Testing) is done in an environment which mirrors real-world end-user scenarios. Improvements suggested by the Product Team

Infosec concerns

around implementing Whatfix over apps with sensitive data

Voluntary

Crucial to identify and address security concerns early in the implementation process. Share success stories, proof points, and case studies from similar clients who have successfully implemented the solution in sensitive environments.

Highlight specific security measures and features of the product, emphasizing how the solution aligns with industry standards and best practices to address the customer's concerns

The sponsor left the org.

Involuntary

-

Budget cut

Involuntary

-

Competitor Walkme Champion presence

Voluntary

Forecast

- Pulse should reflect effective and regular engagement with sponsors, shift in decision-makers, competitor champion presence

Stakeholder change

Voluntary

Stakeholder Connects

- We should be creating a stakeholder map and constantly ensuring we are connecting with the right/current decision maker/sponsor.

Lack of engagement with Sponsor

Voluntary

Stakeholder Map is proving crucial for us to understand where we can expand on stakeholder connections to make the deal concrete.

Whatfix is not utilized on all licenses/application(s)

Voluntary

Utilization- We should push for at least 50% of the applications to go live before the renewal cycle so the customer sees enough ROI

Delay in Value Realisation

Voluntary

Value Realisation-

We will need to set a baseline of value with the customer during onboarding and keep communicating the results regularly so that the champion and other POCs can then convince the decision maker/sponsor during budget recast

Inability to provide a 6 Month renewal option as requested

Voluntary

If a client requests special renewal terms, CS teams should involve Finance/Legal before responding.

Scope of content creation limited to a single app

Voluntary

CSM should recognize this as a Red flag and all efforts should be made to ensure that the client is provided with all the possible solutions to derive value out of DAA subscription

Product Stability

Voluntary

New releases should be tested before release to avoid breakage of existing features

Negative actions

Generic v/s Product Specific

Low NPS

Generic

Support tickets

Product specific

CSA

Generic

Lack of engagement with Sponsor

Generic

Whatfix is not utilized on all licenses/application(s)

Generic

Resurrection Campaign

Hypothesis

Persona/Type of User

Theme

Goal of the campaign

Details

Frequency and Timing

Success Metrics

Milestones for the campaign

Critical/Red Accounts Program

The Red account program will target accounts identified as ‘High Risk’ by the CSM. Accounts showing signs of disengagement can be revived through targeted, high-touch interventions and personalized support.

Customers at risk of churning (e.g., low product usage, unresolved issues, or negative feedback).

“We’re Here to Help You Succeed”

Reduce churn by re-engaging critical accounts through personalized outreach and support.

Personalized Outreach: Assign dedicated customer success managers (CSMs) to each red account for direct, personalized communication.

Customized Action Plans: Develop and present a tailored action plan addressing the customer’s specific challenges and goals.

Executive Sponsorship: Engage Whatfix executives to show commitment at a higher level, offering additional support and ensuring the customer feels valued.

Ongoing, with immediate initiation upon identification of a red account. Regular check-ins every two weeks.

Reduction in churn rate, increased product usage, customer satisfaction scores (CSAT), and positive feedback.

Week 1: Initial outreach and diagnostic call to understand customer concerns.

Week 2: Presentation of a customized action plan.

Week 4: Follow-up to assess progress and make adjustments as needed.

Month 2: Mid-term review of engagement and usage metrics.

Quarter End: Final assessment and transition to regular engagement if successful.

Reference calls with customers

Hearing success stories from peers can reignite interest and drive renewed engagement with Whatfix.

Dormant or disengaged customers who may benefit from seeing real-world success.

“Learn from Your Peers, Achieve Success Together”

Increase re-engagement by connecting at-risk customers with highly satisfied Whatfix users.

Identify Matches: Select reference customers who have successfully addressed similar challenges or have achieved significant results with Whatfix.

Facilitate Calls: Organize one-on-one reference calls, highlighting how Whatfix was pivotal in the peer customer’s success.

Highlight Use Cases: Emphasize specific use cases or features that were key to the reference customer’s success.

Quarterly, with targeted outreach when a disengaged account is identified.

Number of re-engaged accounts, subsequent increase in product usage, and positive feedback from reference call participants.

Week 1: Identify and match disengaged customers with suitable reference customers.

Week 2-3: Facilitate and conduct reference calls.

Month 1: Monitor post-call engagement and usage metrics.

Quarter End: Review success and refine the approach for the next round.

Schedule live training sessions for the customer and enrol them in Whatfix University

Offering live training and access to Whatfix University will enhance user proficiency and increase engagement.

Customers with low user engagement or those struggling with the platform.

“Master Whatfix with Expert Guidance”

Improve user adoption and proficiency by providing hands-on training and continuous learning opportunities.

Live Training Sessions: Offer live, interactive training sessions tailored to the customer’s specific use cases and needs.

Whatfix University Enrollment: Enroll users in relevant Whatfix University courses to provide ongoing learning and support.

Follow-Up Resources: Provide follow-up materials and self-paced learning paths after the training.

Monthly training sessions with continuous enrollment in Whatfix University.

Increase in user adoption rates, training completion rates, and improvement in user proficiency (measured via assessments).

Week 1: Schedule and promote the first live training session.

Week 2: Conduct the training session and enroll participants in Whatfix University.

Month 1: Track course completion and user engagement in Whatfix University.

Month 2: Conduct follow-up sessions and track ongoing engagement.

Schedule

content co-creation sessions

with Instructional Designers(Whatfix experts on content creation) on the project and the customer

Collaborative content creation with Whatfix experts will empower customers and increase the perceived value of the platform.

Customers struggling with content creation or those not fully utilizing Whatfix’s capabilities.

“Create with the Experts, Maximize Your Impact”

Enhance customer satisfaction and product adoption by helping them create effective content with the help of Whatfix’s Instructional Designers.

Identify Needs: Work with the customer to identify key areas where content is needed (e.g., onboarding, training).

Co-Creation Workshops: Schedule sessions where Instructional Designers guide the customer through creating impactful content.

Ongoing Support: Offer additional support and best practices to ensure content is effectively used.

Bi-monthly sessions, with follow-ups as needed.

Increase in the volume and quality of customer-created content, improved user engagement with the content, and higher customer satisfaction.

Week 1: Identify content needs and schedule the first co-creation session.

Week 2: Conduct the initial workshop and create a content plan.

Month 1: Review and refine content, ensuring it meets the customer’s goals.

Month 2: Track user engagement with the newly created content.

Increase Self-Help adoption rate

Enhancing awareness and accessibility of Whatfix’s self-help features will lead to higher user adoption and reduced support requests.

Customers with low usage of self-help features

“Empower Your Team with Self-Help”

Drive higher adoption of Whatfix’s self-help feature

For an aggressive approach to increase SH Adoption, the following could help:

1. Show a Pop-up educating new users about SH. 2. Run internal Email campaigns/Contests to drive Awareness. 3. Open SH automatically the first few times a user logs into the application. This catches the user's attention effectively and instills a sense of curiosity to explore the content inside. 4. Open SH automatically whenever a user enters the Support Page.

Initial intensive campaign over one month, with ongoing nudges and reminders.

Increase in self-help feature adoption, reduction in support tickets, and improved user satisfaction scores.

Week 1: Launch the awareness campaign and set up in-app prompts.

Week 2: Conduct a dedicated self-help training session.

Month 1: Monitor adoption rates and gather user feedback.

Month 2: Introduce gamification elements and track continued usage.