Improved Performance Review Completion Rates with Guided SuccessFactors FlowsCopy Link
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App Type:
HCM
Industry:
Any
App Name:
SAP SuccessFactors
Whatfix Product:
Whatfix DAP
Overview
The company experienced challenges with performance review completion rates due to frequent support requests, application navigation difficulties, and the need for custom training. By implementing Whatfix’s in-app guidance elements, the company significantly reduced support costs and improved adherence to the performance review process.
Preview
The Problem
Employees relied heavily on HR and IT support to complete performance reviews, resulting in multiple requests for custom training from a globally distributed workforce. Bi-annual updates to the SuccessFactors HCM app created further navigation challenges, causing delays in the performance review process and reduced employee engagement. This led to a high volume of support tickets and increased training costs.
The Whatfix Solutions
Whatfix deployed a step-by-step Flow for the performance review process, triggered by an in-app Pop-Up to guide people managers through the necessary steps. Additionally, a Self-Help wiki containing “How-to” documentation and FAQs was created in an easily discoverable format, overlaying SuccessFactors to provide quick answers and support.
Value on Investment
30% reduction in performance-review related support tickets.
$500,000 saved in training costs by eliminating the need for additional annual performance review training.
Improved adherence to the performance review process and enhanced data integrity.
Increased confidence among managers in navigating the application.
Related use cases for HCM
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