The Challenge

Providing Quality Support for an Innovative New Offering

Back in 2020, when SiGREEN started, Siemens' established support model, effective for industrial hardware, relied heavily on PDF manuals and complex technical documentation. For SiGREEN, which was a new SaaS venture for Siemens, they needed to reevaluate their support and onboarding process to effectively train a new type of product and customer.

Agility was essential for the SiGREEN team so customers could effectively use the product while SiGREEN simultaneously built and launched new features based on rapid feedback. They needed a solution that gave their customer success team the ability to quickly create, deploy, and modify support materials without slowing down the core development cycle.

Bandwidth was also a concern, with limited time for 1:1 onboarding calls, they needed a scalable, low-touch solution to get new customers up to speed as quickly and independently as possible.

The Solution

Stonly Delivers Contextual In-App Support

“Stonly gave us a lot within the same tool,” Laura shared. 

What set Stonly apart is the ability to place self-service support options directly within the application, when and where customers need it most. 

Instead of making customers search for answers, the SiGREEN team can proactively deliver relevant help content through in-app triggers like banners, pop-ups, and hotspots. This guidance helps users navigate workflows seamlessly and prevents frustration before it starts. 

When customers have questions, Stonly's in-app pill offers instant access to relevant guides and an AI chatbot powered by their existing knowledge content.

Stonly also provided critical agility. When a bug or important update occurs, the SiGREEN team can communicate with users via in-app banners that only take minutes to create.

This shift to proactive, in-app self-service has also had a direct impact on the support team, reducing the volume of incoming tickets by providing customers with immediate, accurate answers. 

Stonly also enables scalable onboarding through interactive, step-by-step guided tours, replacing time-consuming 1:1 sessions. Creating and updating these guides is fast and easy for the customer success team, requiring minimal time and no coding. This was crucial for a product that was frequently updated, allowing them to keep support materials perfectly in sync with the latest features. Plus, automatic translation ensured users in over 70 countries could access support in their native language, deepening understanding and improving the overall experience.

The Results

Happier Customers, Empowered Teams and Unprecedented Agility

Implementing Stonly delivered transformative results for Siemens SiGREEN:

Happier Customers: Users consistently praise the guides for their clarity and structure, highlighting them as a significant improvement over traditional manuals. The success of the self-service experience has led to its rollout across all customer tiers.

Proactive, Scalable Support: The customer success team moved from reactive firefighting to proactive engagement. By providing in-app guidance, they spend less time on individual customer issues and more time strategically supporting their growing customer base to prevent problems before they arise.

Significant Time Savings: Self-serve onboarding frees up valuable customer success time previously spent on 1:1 calls, enabling the team to scale their efforts effectively without needing to increase headcount.

Increased Agility and Flexibility: The ability to deploy messages and in-app guidance without relying on Development resources gave the customer success team unprecedented speed and autonomy. 

"Success for me is that I can get to customers fast enough," Laura shared. "I have a lot of freedom to do outreach to customers... To build that in the product would take us months due to the other priorities of the development team."

Working with Stonly

A True Partnership

The Siemens team found Stonly's support to be exceptional. "When we need support from Stonly, we get it immediately. It is truly amazing," Laura shared, noting they use their Stonly Customer Success Manager's responsiveness as an internal benchmark.