Success Story WITTEL
Speed-up employees onboarding on the corporate CRM
-51%
TRAINING EXPENSES
-30%
SUPPORT TICKETS PER MONTH
Wittel is a Brazilian system integrator based in São Paulo, first and exclusive representatives of Inter-process Communication (IPC) in Brazil and specialized in contact center solutions. Innovation is one of its core values, having the goal to serve the market with collaborative solutions and unifying communication in order to make processes easier for customers. Wittel is a private company founded in 1992 as a financial trading solution provider, with a yearly income around 80 millions dollars, reaching a total of 180 employees last year. At the very start, Wittel worked in the field of remote conference and collaboration, then, in 2009, it became the most important integrated solution provider for Contact Centers in Brazil. In the following years, Wittel launched solutions for automation, back office and analytics and finally, in 2016, it was time to add WE Tools, a pool of solutions and tools to help companies get the most efficient usage of their own applications.
The Challenge
In 2019, Wittel decided to replace its corporate CRM, Salesforce CRM. After several evaluations, the company arrived at a final decision: SugarCRM, a brand new software for all its employees. SugarCRM is an integrated software solution which connects the Marketing and the Sales departments and the Support team. It is composed of three parts:
- marketing automation
- customer service
SugarCRM has been installed in a Cloud and it is used by all the management department of the company, meaning 80 users in total. One of the most relevant issues with such a broad platform is to keep the employee’s knowledge at a standardized level, and it was also the case of Wittel.
Everytime an employee got lost in the application, they needed to resort to internal support, to ask their colleagues or to consult a manual: a lot of time and energy was spent in fixing each forgotten process. Moreover, employees from different departments needed slightly different training about their own procedures, which could not be provided by the same team, generating longer training and more expenses. Ideally, the same could be required by a lot of people, but at Wittel there was not a scalable customer service in place, so every support request had to be managed from scratch. These issues constrained the company’s productivity day by day, so a solution was absolutely needed. Regarding the new hires’ training and worldwide work team integration, due to the stratification and complexity of SugarCRM, it took a lot of effort to onboard people in less than a month. At the same time, turnover was usually expected within a year. This means that you could spend an entire month to train a new hire, taking care of retraining them every 3 months, but after a while, they would leave the company, wasting all efforts and time spent.
On the one hand, Customer service, Sales & Marketing departments needed to share a unified, scalable, training & support system, while on the other hand, none of these departments was able to provide an efficient enterprise solution for that. This solution should be GDPR compliant and with a technically acceptable level of security. In the end, the IT department decided to tackle the problem, smoothing the transition from SalesforceCRM to Sugar-CRM. This is how Wittel met Newired.
The Solution
The IT department was looking for a single software to standardize employee support, onboarding and training. Ideally it should be integrated on SugarCRM itself. Eid Andrare, Wittel’s IT manager, looked into various software channels within training and onboarding solutions for medium companies. However, such a solution was very hard to find, and all the options were challenging to use, i.e. new training to learn them was required. In some cases they didn’t seem to be flexible enough, in others the pricing model was not convenient for the number of users the company had, until one day the IT manager discovered an emerging product which seemed to have all the numbers. That is how Wittel found Newired. Once he found Newired Journeys, Eid Andrade, decided to try the Free Editor on his own, and then asked for a full license to install on Wittel’s Azure corporate cloud.
As a first step, Newired Journeys was used within the marketing department, on SugarMarket. The process owners started to create guidelines and placed them contextually in the application with Newired Journeys. Since the very beginning, SugarMarket users started to be more independent: the most common processes were covered. Only two months after the launch, internal support tickets were reduced by 20%. Four months later, Newired was introduced in the Sales and in the Customer service teams as well, so that employees were able to perform most of their work without the help of external tools or training classes. In particular, all retraining activities were suspended, and the company got a reduction of 60% in internal support requests.
Wittel’s SugarCRM was the core platform for all management departments, and there were processes that went all along the customer journey, starting from the marketing but ending in sales.
Cross application training was a tough challenge before Newired came in: for example, new leads were nurtured by the SugarSell sales team experts with a limited knowledge of SugarMarket. Training programs were application-based instead of department-based, so in most cases, employees needed to get extra knowledge in an empiric way. Newired was the missing piece of the puzzle, providing process-driven guidance over different CRM applications. After eight months of its introduction, Wittel saved one third of its onboarding budget, employees looked more relaxed and confident. Before Newired Journeys, ordinary training on SugarCRM platform took about one week for every employee, while with overlay guidance, three days were more than enough. SalesforceCRM now seems to be just an old memory.
From decision to implementation
The decision to implement Newired and install it on the cloud came from Eid Andrade’s own initiative. After a first look at the tool, he quickly realized the values it could bring into the company’s processes. Three things tipped the balance towards Newired’s digital adoption platform:
- First, the IT department tried to create some sample content in order to test Newired’s usability. Using the Newired Editor authoring environment, everybody was able to place tooltips on any web application, creating amazing guidelines in a matter of minutes. Within a week, the team agreed on the fact that Newired was easy and usable.
- A lot of tailored content has been created and deployed with no effort. Complex procedures were translated in step-by-step Journeys. After the internal test by the IT department, Newired was integrated in the marketing training procedures. In only two weeks, 10 guides were created. In the most complex processes, videos have been attached to Journey steps, related tasks were connected with Journey links, while pictures avoided an excessive usage of external sources. Through Newired’s reporting system, Eid and the IT team realized which Journeys needed adjustments and which ones were ok. Modifications were also easy to make.
- No unplanned time losses and no surprises: Newired integrated perfectly with SugarSell, SugarMarket and SugarServe; moreover, it allowed the company to manage all internal training and support with a single application.
Because of this, Eid decided to go ahead with Newired and install it on Azure server without evaluating any other competitors. The IT department is very satisfied with Newired and, in agreement with the board, they would like to expand it to a process management platform called Servicenow, as well as on the project management team’s CMS.
Newired support and customer success teams had a relevant role in the happy ending of Wittel’s case: Newired support quickly replied to all the requests and provided best practices pieces of advice for Wittel. They were thus able to deliver quick fixes to the guidance on their own. “Now we have a standard procedure for all training and support activities in our company” Eid and the IT department were very satisfied to solve all support tickets with Newired Journeys. Now, after 8 months, the results are definitely awesome: -51% employees training expenses, an average of 1300 quicklier solved tickets per week and 30% fewer tickets created in a month.