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MAXMODAL's Onboarding Automation Boosts Efficiency by 30% with Usetiful

 

Who We're Talking About

MAXMODAL ltd. is a neutral multimodal network that simplifies the complex world of transport and logistics. Their comprehensive platform allows users to manage everything from tariffs and supply chains to transportation requests and communication with contractors. In a fast-paced industry where efficiency is key, the team, led by project leader Dinar, recognized that their internal processes were becoming a bottleneck. Their ultimate goal was to find a solution that could match the robust functionality of their product with an equally seamless user experience.


The Goals

Right from the start, the MAXMODAL team knew exactly what they wanted to achieve with Usetiful. Their main goals were to:

  • Improve feature adoption: With so many powerful tools on their platform, they needed a way to ensure users were discovering and utilizing every feature to its full potential.

  • Enable customers with self-service support: They wanted to empower their users to find answers and learn on their own, reducing the burden on their support and success teams.


The Problem

Before implementing Usetiful, MAXMODAL faced a significant hurdle: manual user onboarding. This was a highly repetitive, labor-intensive process that required a great deal of hands-on time from the team. New users often needed personal walkthroughs to get acquainted with the platform, which was not scalable and was a major drain on resources. On top of that, they lacked a quick and agile method to promote new features or special offers to their existing user base. They needed a more modern and dynamic way to engage with their customers directly within the platform.


The Fix

MAXMODAL chose to leverage Usetiful to address these critical pain points. They implemented a two-pronged strategy focused on enhancing the user journey:

  • Automating Onboarding: By using Usetiful's guided tours and embedded video tutorials, they were able to create an automated onboarding flow. Instead of relying on human-led walkthroughs, new users were greeted with intuitive navigation guides that showed them how to use key features step-by-step. This meant less work for the team and a clearer path for new users.

  • Making Engagement Easy: Usetiful provided a simple, code-free way to create special offers and announcements. This allowed the team to launch targeted campaigns to specific user segments, leading to increased engagement and a more proactive approach to customer communication.

Figure 1. A Usetiful pop-up with an embedded video tutorial helps guide users and promote new features.


The Impact

The decision to integrate Usetiful resulted in a transformative shift for MAXMODAL. The most impressive result was a direct, measurable improvement in operational efficiency, with the company cutting the time spent on manual user onboarding by over 30%.

The positive changes didn't stop there. This streamlined approach also led to a ripple effect across the organization:

  • More Efficient Work: By automating manual tasks, the team was freed up to focus on higher-value projects like product development and strategic planning.

  • Faster Adoption: A smoother, more intuitive onboarding process helped users get to "aha!" moments more quickly, which in turn led to a faster adoption of the platform's core features.

  • Happier Customers: Customers appreciated the self-service options and the guided experience, which made them feel empowered and supported. This led to a significant boost in overall customer satisfaction.


Final Thoughts

By integrating Usetiful, MAXMODAL not only solved its immediate challenges with efficiency and customer engagement but also unlocked a new level of productivity. This demonstrates how the right tool can lead to real-world improvements that impact both the bottom line and the user experience, proving that a simple, user-friendly solution can make a world of difference. Try Usetiful free today!
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