How Intacct Dramatically Increased User Adoption of its Community Platform
Over 11,000 organizations rely on Intacct’s ERP software which provides a wide array of financial management and accounting software solutions. Based in San Jose California, Intacct has seen massive growth, consistently delivering year over year subscription growth of more than 30% each quarter.
To meet the needs of an expanding customer and partner list, Intacct re-launched its online community using the Salesforce platform. This is the central source of information, where customers and partners can come together and perform various actions such as, logging support cases, finding knowledge-based articles, or submitting a product enhancement idea.
User Adoption – The Primary Objective
The challenge it faced was that it was missing a comprehensive tool to show users where to begin, and how to complete goals. Intacct was looking for a tool that would allow users to enter the site, with no prior experience, and know exactly what to do, and where to go to find what they were looking for.
The Solution – Contextual “how-to” guidance
WalkMe allowed Intacct to implement very specific “how-to” guidance, and provide excellent case deflection. Intacct utilized Walk-Thrus, the Widget, and various other tools to guide its user through actions that they might struggle with.
From WalkMe’s Analytics, it learned which actions users were performing most, and used WalkMe to arrange the online community in a way that was the most intuitive for users. Intacct is a dynamic company, constantly adjusting its product and content based on what customers and partners are looking for.
WalkMe allowed Intacct to instantly adjust to user behavior. For example, they learned that users loved to read the “daily posts,” so Intacct made them easy to find, and at the users’ fingertips. Intacct also took advantage of WalkMe’s customizability – all of the buttons or items on the site are in line with Intacct’s brand guidelines and color scheme.
“Our customers responded very positively to WalkMe. When we looked at the heat map of customer use, we were able to see that they were heavily using the WalkMe tools, and taking the time to pay attention. We hold regional user groups where we showcase WalkMe, and explain its benefits.”
WalkMe provided Intacct with the reassurance that they would have an “easy button” on their community re-launch in Salesforce. The contextual guidance gave users instant solutions, and a stepping stone to solve any question that might come up, without having to wait for a support representative.
By using WalkMe in conjunction with the growth in size, Intacct was able to almost double its page views per session. In July 2015, the community’s unique page views were at 59,000. After implementing WalkMe, the number of page views jumped to 104,000 by February 2016. Intacct saw a 76% increase in page views/session. WalkMe keeps users on their site, and this is proven by their extremely low bounce rate. The community’s bounce rate decreased to 18%; much lower than industry standards, which are closer to 90%.