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:

  • No existing video library: Onboarding relied heavily on static text and images, which were not engaging and often resulted in repetitive support queries.

  • 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.

  • 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.

  • Drawn-out 12-week onboarding process: Relied heavily on internal resources and Zoom-led training sessions.

  • 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

  • No need for video production expertise to produce and maintain video content.

  • It’s a scalable way to create and maintain video content even with limited resources.

  • Automation makes it easy to update a video library to reflect software changes without additional costs or extensive manual work. 

  • Videate’s centralized workspace streamlined their workflow, allowing them to manage video production and updates efficiently.

 

 

 

Results

  • 25% reduction in support queries due to implementation of video content

  • 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.

  • Doubled the project scope and delivered it 5 months ahead of schedule due to the increased production rate

  • Reduced video production costs by 80% with Videate compared to outsourcing

  • Slashed a week off customer time-to-value by using video content, shortening their onboarding cycle.

  • Created ~90 videos (~8 hours of video content) in-house with Videate in half the time initially planned, with only 2 primary users

  • Saved $10k by updating videos with Videate at no extra charge rather than outsourcing

 

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