Driving Tableau Adoption With In-App User Onboarding and On-Demand Support

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A company used Whatfix to provide in-app guidance, on-demand support, and proactive communication for Tableau users. This solution reduced subject matter expert (SME) queries, accelerated onboarding, and increased Tableau adoption, improving overall productivity and communication.

Tableau users struggled to understand key supply chain KPIs and dashboard calculations, leading to poor adoption and reliance on subject matter experts. SMEs spent an average of 40 hours per month answering user queries, which hindered their productivity. The company’s 5-hour Tableau onboarding sessions were time-consuming and inefficient, and end-users lacked automated support or clear communication about upcoming dashboard updates. The company also had no visibility into Tableau user behavior or adoption, preventing them from improving the system and its rollout. As a result, the Tableau implementation failed to deliver on its promise of streamlined data analysis, limiting the success of the transformation project.

The company implemented Whatfix to provide in-app guidance and support for Tableau users. A Product Tour was created for first-time users, while Smart Tips were deployed over graphs and reports to explain key insights and calculations. Beacons were used to highlight new features and updates, ensuring users were aware of changes. The Self Help feature integrated with the company’s knowledge repositories, bringing Tableau help articles and KPI definitions directly into the Tableau UI. The company also used Whatfix Product Analytics to track user engagement and friction points, and Whatfix Surveys to measure NPS and collect user feedback.