Germain started developing Germain UX in 2011. By 2014, IT DevOps pioneered its use, focusing on managing and enhancing technology performance. In 2017, the introduction of the Session Recording and Replay feature led to the adoption of Germain UX by Marketing, UX, and User Support teams, marking a pivotal moment in expanding its user base. In 2022, Business Ops integrated Germain UX into their operations, capitalizing on its workflow mining capabilities.
In a nutshell, there are several key reasons to use Germain UX:
Enhance User Experience and Adoption
Accelerate Conversion Rates
Boost Productivity for both users and operations
Improve Technology Performance.
Here are more details about some compelling use cases for organizations to consider when evaluating the benefits of incorporating Germain UX into their workflow:
Deep Qualitative or Quantitative insights finding (Apply AI/ML/NLP to Germain Dataset).
Analytics Lead (Continuously optimize through consistent analytics).
Success Example: A manufacturing client utilized Germain UX to identify a significant inefficiency in their CPQ process. Users were spending an average of 10 minutes creating a quote due to technical errors. With the implementation of Germain UX, this time was reduced to just 2 minutes.
Business Optimization Team
Inefficient Process analysis.
Wasted User Time analysis.
Success Example: An HR Solution Provider reduced the time it took its 120 employees to build HR plans for brokers by 40%. They discovered that employees were: 1) waiting for function processing to complete (initially considered acceptable as nobody thought of the total impact), 2) having to jump from its HR Homegrown app to SFDC and back many times per day, and 3) having to copy/paste a significant amount of text and values. Initially, this client didn't prioritize session replay; their focus was on the automated identification of inefficiencies at scale and understanding areas to optimize. However, a few weeks into the process, they realized the need for session replays to comprehend the qualitative aspects of the wasted time. More details about this HR Solution Provider success story.
Customer Success Team
Customer Engagement Improvement
Success Example: One of the largest Airlines says “We can identify issues 80% faster than we otherwise would have”. More details about this Airline success story.
IT Teams (Dev, DevOps, QA, Load Testing)
Code profiling and optimization.
Faster release cycle turnaround.
Quick regression identification
Application Health and Performance Monitoring and Enhancement.
Technology Issue Proactive & Reactive Detection, Troubleshooting, Reproduction, Fix Validation.
IT Resource Planning and Optimization.
Success Example: One of the largest online stock trading platforms states, 'Our QA and Support teams are very excited about the capabilities of your tool and the time it saves, which would otherwise be spent crawling through logs and attempting to triangulate user activity. More details about this Online Stock Trading Platform success story.
Digital Experience and Marketing Team
Campaign Performance Optimization.
Success Example: Phone calls and online chats are the two major channels for policyholders to reach out when they need help. Germain UX helped identify that the quality of these conversations didn't quite meet expectations. More details about this Insurance company success story.
Sales Ops Team
Customer interests finding.
Success Example: This e-commerce platform improved its conversion rate by integrating Germain UX with its AI-based onboarding app/chat. This integration allows the platform to provide more targeted guidelines and content to visitors, enticing them to engage in chat. As a result, the e-commerce client can convert 80% of these chats. More details about this eCommerce success story.
User Experience & Support Team
Employee onboarding and User adoption acceleration.
Survey (for NPS).
UX/UI Optimization (Identify UX frictions, Qualitative and quantitative insights, inefficient flows, etc).
Success Example: The largest healthcare organization has successfully reduced Mean Time to Identify (MTTI) and Mean Time to Recover (MTTR) by 85% with Germain UX. Additionally, Germain UX monitors 2500 employees using Salesforce Cloud for 8 hours per day. More details about this Healthcare Provider success story.
And More details about Germain UX’s real-time monitoring, automated insights, proactive issue detection and resolution.