Accelerated Legacy Application Modernization to New Transport Management System with In-App Guidance on Key Workflows and Tasks

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A logistics company faced challenges in transitioning over 20,000 drivers from a legacy transport management system (TMS) to a new internal application. By leveraging Whatfix’s in-app guidance and Product Analytics, the company accelerated the migration process, reduced support costs, and improved overall process efficiency.

The company implemented a new internal TMS application to replace the existing legacy system used by over 20,000 drivers for tracking deliveries and managing routes. During the transition, there was a period of overlap where both the legacy and new applications were in use. The company planned a gradual migration, intending to sunset the legacy application within one year of deploying the new app. This situation resulted in additional costs for maintaining and supporting two applications and caused process inefficiencies, as drivers were using both systems for different tasks.

Whatfix utilized Product Analytics to measure the proportion of users and their frequency of use for each module or process within the new application. Modules that achieved at least 80% user adoption in the new application were subsequently disabled in the legacy system. For modules with low adoption rates, Whatfix deployed Flows and Smart Tips to guide users through key workflows, improving usage and adoption.