Big companies bleed money on helpdesk calls. This global retail giant was no different.
They had Salesforce everywhere — across stores, warehouses, regional offices — but every week, the IT inbox exploded. Hundreds of tickets, most of them… tiny things.
“How do I update a customer record?” “Where’s that report?” “Why can’t I log my call?”
Simple stuff. But simple stuff multiplied by thousands of employees? It’s chaos.
They’d already done training. Webinars, PDFs, even a few in-person sessions. But a few months later, people forgot. Work got busy. Salesforce kept changing.
The Problem
- Support costs were through the roof.
- IT teams were buried under repetitive questions.
- Adoption was low, and user confidence… well, not great.
That’s when they asked us to step in — to build a Software User Adoption Strategy that actually sticks.
The Fix
We didn’t give them more training. We gave them smarter, in-flow help.
We added step-by-step walkthroughs and tiny help icons right inside Salesforce. Users got answers while working — no switching tabs, no waiting on IT.
Instead of 30-page manuals, we built bite-sized, searchable content. Screenshots that matched the live system. Clean, clear, visual.
Managers saw dashboards; reps learned workflows. Each person got what they needed, nothing extra.
Want to know how this works in detail? See how we approach it in our Contextual In-App Enablement Services or explore Role-Based Software Training.
The Results
It didn’t take long to see change. Within three months:
Helpdesk Tickets Dropped
Resolution Time Down
Users More Confident
Support teams finally had time to focus on real issues, not “how do I click that” questions.
By pairing microlearning for software with contextual documentation, this retailer saved thousands every month and improved employee experience across 6 countries.
For a deeper dive into why most global rollouts fail without this kind of enablement, check our related post: Why Global Salesforce Rollouts Fail Without Proper Enablement.
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