Mindbody, the software company that caters to the wellness service market was looking for technology to improve user experience and make all of its applications as simple as possible for its customers and internal teams to navigate. The company develops products for health, wellness and beauty industries, including CRM, point of sale, appointment, and class booking software for health, wellness and beauty professionals
Mindbody emerged from the simple idea that small business owners deserve the time to focus on what matters most: their customers. With this mission in mind, Mindbody was driven to find a digital adoption platform that enabled users to focus on running their businesses, not learning the ins and outs of a new application.
Mindbody selected WalkMe as its digital adoption platform to help new customers simply and efficiently onboard onto its products and set up software unique to their business. Specifically, Mindbody turned to WalkMe to deploy the latter’s digital adoption onboarding practices across all four of its main products: CRM, point of sale, appointment and class booking software.
In 2019, Mindbody completed numerous acquisitions, including ClassPass and FitMetrix, and in doing so, discovered a need to improve communication across tech stacks in order to bring its teams together. The company was in a transition period not only in merging teams, but also transitioning from Salesforce Classic to Salesforce Lightning.
To minimize disruption, Mindbody implemented a WalkMe system inside of Salesforce, where WalkMe would provide Mindbody-specific help content. This gave Mindbody team members access to a central repository of resources, articles and training materials – and Mindbody was able to reach its threshold goal: help users resolve any issues with self-help guidance 80% of the time.
Download: Pro Tips for Conducting End User Training
On the customer-facing side, after the onset of the pandemic in 2020, Mindbody experienced firsthand the shift from in-person classes to a remote model in the health, beauty and wellness industries. It was imperative for Mindbody to make adjustments on the fly within the software, so that their customers’ businesses could more easily navigate their applications and continue to bring in revenue.
Using WalkMe tools, Mindbody was able to show users immediately how to adjust and which features to use to pivot to a new remote and/or hybrid model.
Mindbody accelerated its time to market with WalkMe, improving processes for training and onboarding for its external customers and internal team members. Issues or updates that previously took weeks to solve or develop now take mere hours. For instance, if the Mindbody team wants to change the wording on a help page, or point customers to a different page as part of a new onboarding process, they simply and rapidly make updates and get live to production without heavy development efforts.
After selecting WalkMe, Mindbody saw an immediate return on investment. Additionally, Mindbody derives value from WalkMe Insights, WalkMe’s all-in-one analytics platform, providing core analytics for all WalkMe items and user behavior in products.
WalkMe Insights gave Mindbody granular data to tailor its knowledge resources to its users across platforms. With these behavioral analytics, Mindbody could track which steps in the onboarding process were simple for users to complete, identify pain points, and make enhancements accordingly, which in turn greatly enhanced user experience, both in the realm of employee productivity (for internal-facing applications) and customer loyalty (for customer-facing systems).
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