Customers: IBM

How IBM uses Inline Manual to deliver seamless user experience within their mobility management system

“Inline Manual has been critical to our clients’ understanding of our primary Global Mobility management system. Through the added help text, IBM travelers, managers, and our very own Mobility team can easily navigate and understand the many facets of the system — creating a seamless experience for all involved.”

— Greg Kreusser, Global Mobility – Immigration Operations Lead, IBM

The challenge

How to take away user’s doubts and reduce support load at the same time

Before using Inline Manual, IBM was struggling to provide a seamless user experience within their Global Mobility management system. Users had trouble understanding the tool and its terminology and, as a result, travelers and managers would often contact their support team for clarity.

“Prior to Inline Manual, IBM business travelers struggled with the various terms and required inputs throughout the international assignment process.”

IBM team started to look for a way to optimize user experience and reduce the number of support tickets. In the beginning, they were thinking about explaining each field directly in the form within their application. But they realized this would make the forms too lengthy and the product experience unclear. So instead, they decided to go with a new tool that would allow them to create powerful in-app experiences. After looking at different solutions, the IBM team decided to integrate Inline Manual into their application.

With Inline Manual, they provide on-demand, in-app guidance for their users, allowing them to use the system most efficiently. They make users’ doubts disappear as quickly as they appear without engaging support agents. IBM empowers its users by explaining them complex processes in-context, right within the tool.

One of the reasons IBM liked Inline Manual and decided it was a good fit for them was because it effortlessly integrated with their system. Inline Manual allowed them to build in-app help content that looks and feels like part of their product. As Greg told us:

“Inline Manual allowed us to create user-friendly help text that educates our clients, while seamlessly integrating with our system. Our main criteria were for a software that was equally user-friendly, aesthetically pleasing, and easy to implement.”

Apart from that, the IBM team appreciated the personalized support from the Inline Manual team.

“One very notable advantage we discovered was the ongoing support of the Inline Manual team. The team was always willing and able to address our many requests and questions, and found innovative ways to adapt the tool when dealing with obstacles.”

— Greg Kreusser, Global Mobility – Immigration Operations Lead, IBM

IBM is a global management consulting, technology, and outsourcing company. It provides hardware, software, cloud-based services, and cognitive computing. IBM delivers innovation and collaborates with its clients to help them become high-performance organizations.

Headquarters

Armonk, NY, USA

Industry

Cloud computing, Artificial intelligence, Computer hardware, Computer software.

Type

B2B

The solution

Meeting user’s needs by providing contextual, on-demand support

IBM team uses Inline Manual to make product experience as easy as possible. They provide in-depth descriptions of specific fields across their internal travel tool. They want to make sure users fully understand how to complete difficult, multi-step tasks and navigate the application. With this guidance, users are less confused and quickly understand how to populate the forms.

They especially like using various forms of launchers such as tooltips, hotspots, and text launchers. These native-looking launchers sit quietly in the UI, offering a familiar “help” icon to the users in known trouble spots. Such simple solutions, reduce users’ frustrations and make them more confident when using the tool.

This way IBM delivers smooth, flawless product experience, and provides on-demand help 24/7. Users get everything they need, right when they need it, without being overwhelmed. They are able to go through complex processes and tasks at their own pace without having to search for help.

Such in-app help launchers serve hundreds of users at the same time. It’s a huge time-saver for both IBM support teams and users.

One of the features Greg especially liked was the level of customization Inline Manual offers:

“Inline Manual allowed us to customize help text as we saw fit, and allowed for an aesthetically pleasing form of education for our clients as they proceeded through an in-depth tool.”

“Inline Manual helped our support teams gain back the valuable time they were spending explaining different aspects of the tool to our clients, enabling them to focus on their jobs at hand.”

— Greg Kreusser, Global Mobility – Immigration Operations Lead, IBM

The results

Smoother user experience

“Inline Manual has been remarkably helpful in providing clear and direct information across the many facets of our assignment management tool. As a result, travelers, managers, and our internal team alike have a much deeper understanding of our system.”

After implementing Inline Manual, IBM made its mobility management system experience smoother. They are happy with Inline Manual and the results they’re obtaining. Thanks to contextual in-app guidance in critical moments, they increased their users’ satisfaction and reduced the support load.

“Without Inline Manual, we would need to implement additional support to resolve system queries, and would need to generate a lengthy FAQ for our system that would lack the ongoing support that Inline Manual offers throughout the navigation of the tool.”

— Greg Kreusser, Global Mobility – Immigration Operations Lead, IBM

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