Improved Time-to-Completion of Core Quality Control Tasks at a Beverage Company

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The quality assurance (QA) team at a brewing company faced challenges with lengthy and error-prone processes for raising quality deviations in ServiceNow. By leveraging Whatfix’s in-app guidance and analytics, the company streamlined workflows, reduced errors, and accelerated new employee proficiency.

QA team members at the food and beverage company needed to raise quality deviations in ServiceNow for various issue types, such as food safety, performance, and environment. The deviation creation process took veteran users an average of 11 minutes, with new employees taking even longer due to a fragmented workflow that required opening multiple windows. This complexity often led to users dropping off mid-process. Additionally, some deviation fields updated dynamically based on user inputs, further complicating the task.

Whatfix Product Analytics was used to analyze critical junctures in the QA deviation ticket creation workflow, identifying where users were committing errors or encountering friction. Whatfix Digital Adoption Platform (DAP) was then used to create in-app Flows that provided step-by-step guidance with annotated GIFs to help users complete the workflow accurately. Smart Tips were also added to critical QA deviation fields to ensure accurate and quick data entry. Additionally, in-app tutorials were developed with Whatfix to provide hands-on training for new hires, accelerating their time to proficiency.