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Case Study

Golden Valley Electric Association

Streamlining Operations and Boosting Productivity: GVEA’s Success Story

The Challenge

GVEA faced challenges in streamlining communication and reducing support inquiries, particularly regarding Microsoft applications, leading to disruptions and time-consuming workflows for its employees.

The Outcome

VisualSP provided an affordable and effective digital adoption solution that streamlined communication, reduced support inquiries, facilitated measurable progress through analytics, and enhanced user experience.

Overview

Golden Valley Electric Association (GVEA) is a utility company in Fairbanks, Alaska that has served its community for over 77 years. With approximately 250 employees, GVEA plays a vital role in distributing and generating power across the region.

Stacey Baldridge joined the company in 2019 as the Records Manager, overseeing the maintenance of vital records and spearheading initiatives to streamline processes.

Utilizing VisualSP to Enhance Communication and Efficiency

When Stacey first started at GVEA, VisualSP was not yet implemented in the organization. However, as the company transitioned to Office 365 and migrated to the cloud, Stacey recognized the potential of VisualSP as a tool to streamline communication and provide valuable resources to employees. She explains, “VisualSP was one of those things that I thought would be a really easy way to share information with the whole company without having to send email after email that never gets read or gets deleted because plant managers are busy keeping the systems on-line.”

Reducing Inquiries

One significant challenge Stacey faced as the Records Manager at GVEA was the high volume of support inquiries from colleagues seeking guidance on various Microsoft applications. Stacey noted, “People were calling me daily trying to figure out how to use stuff.” This constant stream of inquiries was not only time-consuming but also disruptive to her workflow.

VisualSP’s in-context training platform proved to be a game-changer in addressing this issue. By providing step-by-step walkthroughs and contextual guidance directly within their web enterprise applications, VisualSP empowered employees to troubleshoot issues independently. Stacey observed a remarkable reduction in help inquiries after implementing VisualSP’s interactive tutorials, highlighting its effectiveness in enhancing user autonomy and reducing the burden on support staff.

“People were calling me daily trying to figure out how to use [Microsoft applications].”

GVEA case study

Measurable Progress and User-Friendly Features

One of the key benefits Stacey found in VisualSP was its ability to provide measurable progress through analytics. By tracking clicks and views, Stacey could gauge the effectiveness of communication efforts and tailor resources accordingly. She notes, “It made a really easy way for me to set measurable progress on what we were doing by how many clicks we got and how many views we got.”

GVEA case study

Enhancing User Experience with Walkthroughs

Stacey also found VisualSP instrumental in facilitating user adoption of new systems and processes. By creating walkthroughs within VisualSP, she could guide employees through unfamiliar tasks and minimize the need for extensive training sessions. Stacey recalls, “We made a walkthrough with VisualSP, so whenever somebody hovered over it for the first or second time, it would give them a walkthrough of the new fix-it ticket or issue system. That helped so much.”

GVEA case study

User-Friendly Interface and Ongoing Support

Stacey lauded VisualSP not only for its user-friendly interface but also for the ongoing support provided by the VisualSP team. “VisualSP’s interface is incredibly intuitive,” she remarked, highlighting its simplicity and ease of navigation. She emphasized how the platform’s design contributes to a seamless user experience, rating it as “an A” in terms of usability.

Moreover, Stacey commended VisualSP’s commitment to continuous improvement, stating, “I appreciate VisualSP’s dedication to enhancing the product.” She highlighted the responsive support provided by the VisualSP team, which ensures that users receive assistance promptly whenever needed. This ongoing support plays a vital role in maximizing the platform’s utility for users like Stacey, reinforcing their confidence in VisualSP as a reliable solution.

“VisualSP’s interface is incredibly intuitive.”

Harnessing Microsoft Clarity for Enhanced Performance

In leveraging VisualSP’s Microsoft Clarity integration, Stacey found a valuable tool for dispelling uncertainties surrounding user engagement within their SharePoint environment. She told us, “I’m always surprised that a lot of people click on one particular link that I’m like, ‘I didn’t know people were even using that,’ so it’s nice to know without because we’ve had this issue where we’ve been like, ‘Do people use these links or are they just cluttering the internal web?’”

Microsoft Clarity removes the guesswork from decision-making processes, providing concrete insights into user behavior. By analyzing heatmaps and click-tracking data, GVEA could ensure that the most relevant and valuable information was readily accessible to users, optimizing their experience and productivity within the platform.

An Affordable Digital Adoption Solution

Stacey emphasized the affordability of VisualSP, noting its cost-effectiveness compared to other alternatives. She stated, “for the price, it’s very inexpensive for what it offers.” She noted that VisualSP provides substantial value at a reasonable cost.

Stacey further emphasized that even with minimal usage, VisualSP remains cost-effective, mentioning, “even if you only put up one or two banners or announcements a year, for the price to get all that feedback quarterly on site usage, all the information that VisualSP gives back to us, it would still be…less than having to hire someone to do an analysis of your websites or of your internal web.” This insight highlights the affordable advantage of VisualSP, making it an accessible and valuable resource for organizations seeking to enhance their SharePoint experience without breaking the bank.

Conclusion

Stacey’s experience highlights the significant impact VisualSP can have on streamlining communication, enhancing user experience, and driving organizational efficiency. With its user-friendly interface, customizable features, and actionable analytics, VisualSP serves as a valuable tool for organizations seeking to maximize the potential of their digital workplace.

Start using VisualSP today for free and discover how it can transform your workflow, boost productivity, and enhance user communication.

GVEA
Contact
Stacey Baldridge
Records Manager
Industry
Utilities
Company Size
250 employees
Use Cases
Contextual help, IT self-support, company-wide communications
Outcome
Fewer support requests, streamlined communications, increased organizational efficiency
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