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 However , with a complex new application and outdated training practices , Shell struggled to meet its adoption goals , meaning longer process times , large amounts of support tickets , high training costs , and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