How Fuel Cycle
slashed support tickets by 25%
Situation
Customer Overview:
Fuel Cycle is a leading provider of market research and insights platforms, serving a diverse range of industries with robust research solutions.
Prior to Videate:
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No existing video library: Onboarding relied heavily on static text and images, which were not engaging and often resulted in repetitive support queries.
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Outsourcing their video library would’ve cost $90k: The company was quoted $90k to create a 55-60 video/8-hour library through an external vendor, which was deemed too costly and impractical.
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No in-house video production expertise: The Fuel Cycle team had no internal training or resources for video production, making the prospect of creating videos internally seem daunting.
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Drawn-out 12-week onboarding process: Relied heavily on internal resources and Zoom-led training sessions.
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High volume of customer questions throughout the onboarding phase.
The Goal:
Fuel Cycle needed a cost-effective and scalable way to produce high-quality onboarding and training videos to conserve human resources, automate training processes, and reduce repetitive support queries. Without a solution in place, the team was facing a significant strain on customer support during the onboarding phase, which was impacting customer satisfaction and time-to-value.
Why they picked Videate
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No need for video production expertise to produce and maintain video content.
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It’s a scalable way to create and maintain video content even with limited resources.
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Automation makes it easy to update a video library to reflect software changes without additional costs or extensive manual work.
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Videate’s centralized workspace streamlined their workflow, allowing them to manage video production and updates efficiently.
Results
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25% reduction in support queries due to implementation of video content
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400% improvement in video production rate over their expected rate: initial goal was to produce 15 minutes of video per month, but with Videate they were actually able to produce 75 minutes of video per month.
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Doubled the project scope and delivered it 5 months ahead of schedule due to the increased production rate
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Reduced video production costs by 80% with Videate compared to outsourcing
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Slashed a week off customer time-to-value by using video content, shortening their onboarding cycle.
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Created ~90 videos (~8 hours of video content) in-house with Videate in half the time initially planned, with only 2 primary users
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Saved $10k by updating videos with Videate at no extra charge rather than outsourcing