Accelerated SAP SuccessFactors Adoption with In-App Guidance

Copy Link

A telecommunications company used Whatfix to drive SAP SuccessFactors adoption by implementing in-app Task Lists, Flows, and Smart Tips to guide employees through HR processes. This reduced traditional training time from 7 hours to under 30 minutes, improved data accuracy, and eased HR team workloads.

The company faced low adoption of SAP SuccessFactors due to inadequate training and a lack of real-time support. Employees relied on a lengthy 5-6 hour training session followed by a 2-hour onboarding, which was ineffective in providing ongoing assistance. As a result, employees frequently contacted HR to complete tasks, impacting productivity and creating a poor user experience. Incomplete and inaccurate people data further hindered HR decision-making, and the HR team had to spend 20 minutes per employee to resolve incomplete tasks. Additionally, the HCM application owners lacked visibility into user behavior, preventing them from understanding where users struggled and why task completion rates were low.

The company leveraged Whatfix to create in-app guidance and step-by-step Flows for core HR processes. These Flows were organized into a Task List to guide employees through key actions such as updating personal information, submitting time-off requests, and accessing benefits. Smart Tips provided real-time, context-sensitive reminders, and Self Help integrated with the company’s knowledge repositories for on-demand assistance. The company also created tailored in-app guidance for different user types (managers, HR admins, and end-users) and specific flows for various HR services and programs, like time-off management, benefits enrollment, performance reviews, and DEI initiatives.