Challenge
Schaeffler, a German automotive parts manufacturer, had attempted to roll out Salesforce across its three lines of business, but the implementation failed to gain traction.
Each unit had unique requirements and heavily customised processes, making standardisation difficult. Users were left confused by overly broad page layouts filled with irrelevant fields, a “one size fits all” approach that did not reflect local needs.
Traditional training methods, such as PowerPoint-based courses, proved expensive, time-consuming, and poor at knowledge retention.
At the same time, Salesforce lacked embedded, contextual help; although external knowledge bases existed, they were rarely used. To justify its Salesforce investment and drive digital transformation, Schaeffler needed a fast, intuitive onboarding approach that could deliver real adoption and user confidence.
Solution
Schaeffler began with a proof of concept involving 100 pilot users before scaling further.
They deployed Unaric Guide, a native Salesforce application, to provide contextual onboarding, in-app guidance, and tracked communications. Each business unit had its own project team but worked within a shared governance model, allowing local flexibility while keeping global consistency.
The solution was business-owned, enabling non-technical teams to create and manage content themselves. After the pilot, Schaeffler expanded to all three business lines, targeting 2,500 users, with help buttons, utility bar items, and usage analytics built into the Salesforce interface to track adoption and feedback.
Results
The pilot quickly proved successful and was expanded to cover up to 2,500 users.
Users gained confidence through context-aware help, and leaders could monitor adoption and feedback in real time. By embedding guidance within Salesforce, Schaeffler turned a failing rollout into a scalable onboarding model that supported digital transformation across all three business units.
Testimonial
"We have made the right choice to embark in setting up a new way of digitally supporting, helping, guiding and learning for our Salesforce users.” Head of Sales Processes, Schaeffler
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