Criteria | ICP1 | ICP2 |
Company Type | Fortune 500 Company | Publicly Listed Company |
Industry | Telecom | Retail (Field Heavy Industry) |
Company Revenue | $122 Bn | $2.4 Bn |
# of Employees | 149,900 | 4,050 |
Headquarters | Texas, USA | Florida, USA |
Type of customer | New Customer | Existing Customer |
Decision making bench | Key Decision Maker: AVP, Project & Change Management Executive Sponsor: CIO Influencer: CHRO End users: Full-time employees, HR generalists | Key Decision Maker: VP HR Operations Executive Sponsor: CHRO Influencer: Director HRIS, Director of Payroll, Director of Field Operations End users: Full-time employees, field staff, contractual employees, administrative employees (payroll, accounting), HR generalists |
Key Decision Maker | AVP, Project and Change Management (PCM) | VP HR Operations |
Department | IT with dotted line reporting to HR | HR |
Context | The organization was undergoing a digital transformation within its HR function. With over 14 legacy HR systems in place, they had already finalized a cloud-based HR platform and were now focused on ensuring a smooth and effective rollout.The AVP PCM was responsible to lead the transformation as follows: 1. Work with IT teams to implement the HR software within the organization 2. Ensure data from old systems are transferred to the new HR system 3. Manage communication of the new system to all the employees within the organization 4. Conduct training and change management programs for the employees 5. Set up support systems for employees | The organization had been using a cloud based HR application since the last 3 years. Despite using a cloud-based HR application for over three years, adoption has remained low. The system’s unintuitive interface leads to frequent drop-offs mid-process, especially among field employees (~60% of the workforce), who struggle with access and communication through digital channels. |
Problem Statement | The AVP was looking for a low-code/no-code solution to enable efficient employee training and support, without building a dedicated team — thereby saving time, cost, and reducing dependency on HR and IT resources. | Due to low adoption of the HR application, the HR administrative staff had to spend a lot of time on completing key processes on behalf of the employees. There were delays in completing key processes in recruitment and benefits enrolments. The VP of HR Operations is seeking an easy-to-use, scalable tool that strengthens application adoption, reduces the support burden on HR, and improves completion rates of key processes like recruitment and benefits enrolment. |
Key psychographics of the decision maker | 1. Results-driven and execution focused 2. Motivated by meeting implementation timelines 3. Prefers self-serve low-code tools that reduce reliance on IT and support teams | 1. High focus on process compliance 2. Has tried to solve for issues by setting up support and training teams but is looking for quick easy to use in-app tool 3. Wants a tool that can cater to the needs of the field staff |
Is the key decision maker tech savvy? | Yes | Yes |
Why use Whatfix / Goals of using Whatfix | Whatfix is a digital adoption platform that can provide in-app training and support to the employees and assist the AVP with the change management efforts. The AVP is looking to achieve the following goals through Whatfix: 1. Provide training to employees within the new HR application and eliminate the need to build custom L&D content from scratch 2. Provide self-serviceability to employees. Reduce HR support tickets by 30-40% 3. Accelerate time to adoption by handholding employees on new processes within the application | Whatfix is a digital adoption platform that can help the VP with the adoption of the HR application. The VP is keen on achieving the following goals through Whatfix: 1. Simplify navigation and reduce user drop-offs by guiding employees through key workflows 2. Accelerate process completion rates, especially among field and contractual employees 3. Provide contextual, in-app assistance to reduce reliance on support teams and accelerate compliance |
Frequency of usage | Whatfix content is built and deployed to align with key transformation milestones. The AVP of Project & Change Management reviews the performance and effectiveness of the content on a quarterly basis, evaluating its impact on training efficiency and employee adoption. Based on his feedback, the content is iteratively improved and updated in production every quarter to ensure continued relevance and effectiveness. | Whatfix content is built and deployed to align with key transformation milestones. The VP reviews the performance and effectiveness of the content on a quarterly basis, evaluating its impact on employee adoption. Based on his feedback, the content is iteratively improved and updated in production every quarter to ensure continued relevance and effectiveness. |
What features do they value | Guided walkthroughs Job aids developed from Whatfix walkthroughs Self-help widget | Guided walkthroughs Smart pop-ups to nudge users about pending actions Self-help widget |
What alternatives do they have | 1. Training & adoption - Invest in an L&D team who would create and manage training content 2. Support - Invest in an employee support team who would handle support queries through tickets | 1. Support - Continue to provide support through the existing support team 2. Process completion - train supervisors and HR admin to remind employees to complete key processes |
