Professional Case Studies
Eliminating 93% of Login Support Cases to Save Over $50K Annually and Slash Time to Value
CRM SaaS | B2B | MoveTech
Role /// Director of Digital Experience
Client /// Leading Government SaaS Platform (Anonymized)
Primary Stakeholders /// Chief Product Officer, VP Customer Success
Building Experience Strategy ////////////////////
I designed an onboarding and training strategy that modeled an annual reduction of more than 1,100 hours in support workload, projected cost savings exceeding $50,000, and accelerated time to value from approximately 45 days to 2 weeks—while improving adoption and customer satisfaction.
IMPACT
Conducted analysis of over 4,500 support cases, revealing that about 20% were driven by SSO login failures—more than 10x industry benchmarks—and 11% were caused by missing documentation required for workflow completion.
Identified that 67% of cases required phone-based support averaging 30 minutes per issue, creating significant operational overhead for a low-tech user base.
Audited legacy self-serve training programs that required over 40 hours to complete, including modules with excessive content such as 50-page static PDFs.
Developed a progressive, role-specific micro-certification model to improve readiness for secure login and critical task completion.
Created workflows, personas, and service blueprints to clarify expectations and responsibilities.
Authored onboarding communications and restructured LMS content into smaller, contextual learning paths.
Designed a phased roadmap with modeled KPI improvements for each implementation milestone.
MY PROCESS
Unlike prior efforts, I used structured performance data to quantify impact, forecast results, and build a training and experience strategy tied directly to measurable business outcomes.
What I Changed—and Why It Worked ////////////////////
Up to 90% reduction in support case volume related to login and workflow errors
50–70% faster time to value for new users completing critical workflows
30–50% increase in user confidence and self-sufficiency
25–40% improvement in overall customer satisfaction with the onboarding experience
Estimated performance improvements based on comparable B2B SaaS onboarding and support optimization programs
OUTCOMES
What Limited Results Before
The team had limited experience designing data-driven digital experiences, no process for quantifying support impact, and no established approach for scalable self-service learning. Their training content relied on outdated, compliance-focused materials that overwhelmed users without improving proficiency.
Let’s build digital experiences that save time, reduce support costs, and work for the people who rely on them. Share your goals—I’m here to help.