Energy Magazine October 2022 | Page 62

Shell uses Whatfix to drive adoption of its S2P digital applications

Shell transformed its contract management and procurement processes with SAP Ariba to keep up with the competitor landscape , streamline operations , cut supply chain costs , and meet evolving customer expectations . However , with a complex new application and outdated training practices , Shell struggled to meet its adoption goals , meaning longer process times , large amounts of support tickets , high training costs , and poor data quality .
With Whatfix ’ s digital adoption platform ( DAP ), Shell created a simple application experience with in-app content providing personalized guidance for employees . With in-app elements like step-by-step flows , task lists , and tooltips , Shell provided its contract and procurement departments with engaging onboarding and training , in the flow of work .
“ Whatfix provides a great way to store information where it ’ s most needed , reducing the number of users ' questions , and simplifying training . It ’ s a great way to communicate changes - ‘ just follow the Whatfix flow !’”
With Whatfix , Shell launched its in-app digital assistant , SCAI , which embedded a knowledge base into SAP Ariba - allowing users to search for any applicationrelated questions .
“ Whatfix enabled SCAI , which answers the majority of questions related to our contract and procurement processes , hence we don ’ t have to answer each support question from the frontline ! Users ask SCAI anything they need on the contracting process or tool , allowing my team to focus on more important activities .”
With Whatfix , Shell created an intuitive SAP Ariba experience that supported its workforce through complex contract and procurement workflows . Whatfix provided an intuitive point-and-click digital adoption solution that accelerated its SAP Ariba adoption .
Empower your workforce with better in-app experiences and on-demand support with Whatfix !
By the Numbers :
The Whatfix Difference
• 20 % reduction in SAP Ariba support queries & 30 % reduction in time spent on application-related support tickets
• 100 % change communication to all SAP Ariba end-users
• 20 minute reduction in end-to-end cycle time per contract