Improved Efficiency of Recruitment Tasks Performed by Hiring Managers in SuccessFactors

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The company faced challenges with low adoption of the SuccessFactors HCM application among hiring managers, leading to heavy reliance on HR and IT support for completing key recruitment tasks. By utilizing Whatfix’s in-app guidance and Self Help features, the company enhanced process adherence and reduced support costs.

Hiring managers demonstrated poor adoption of the SuccessFactors HCM application, resulting in a lack of awareness about the hiring process within the tool. They heavily relied on HR and IT support teams to complete critical recruitment tasks, such as creating job descriptions and filling out essential fields like position category, compensation, requirements, and qualifications. This led to a high volume of support queries, increased costs for query resolution, and reduced productivity for hiring managers.

Whatfix implemented a step-by-step Tour of the recruitment features, triggered by a Pop-Up notification when hiring managers entered the HCM application. Flows were created for all key recruitment processes and linked within the Self Help widget, providing easy access to guided steps. The Self Help was also integrated with the existing knowledge base, allowing hiring managers to access documentation, help articles, and relevant links directly within the application.