Zap is a customer management platform used by over 150,000 agents and brokers under Realogy to manage their client relationships.
For context, Zap was originally designed with no in-app onboarding, with agents subsequently relying on an online support forum or an appointed Zap specialist at their brokerage (training not needed).
In 2018, our team built an onboarding wizard to guide new Zap users through account configurations in order to increase adoption and user retention of the product, while reducing the average amount of time it takes agents to add their contacts in the platform.
Increased adoption & retention: The onboarding wizard has helped increase the percentage of user second logins, as well as decrease the time it takes agents to add their contacts into Zap.
Optimized training sessions: The Realogy training team reports that the wizard has greatly reduced initial setup time, allowing them to spend the majority of training sessions focused on teaching agents how to use Zap features to increase their business.