Kundcase

Afa Försäkring

- More efficient support with visual guides and contextual support

Who is Afa Insurance?

Afa Insurance is an organization that has been handling collectively agreed insurance for employees in Sweden since 1962. Their mission is to assist companies in cultivating safe, sustainable working environments.

From lengthy emails to smarter support

Like many organizations, Afa Försäkring faced a familiar challenge: user inquiries about their IA system required long, detailed emails with screenshots and complex explanations. This approach was time-consuming for both the users and the support team. It was clear they needed a more efficient way to demonstrate and explain the system’s functionality.

To tackle this, Afa Försäkring sought a screen recording tool that could simplify and accelerate the process of creating and sharing visual instructions. When they implemented InfoCaption, they soon discovered that the possibilities extended far beyond screen recordings. InfoCaption could be used to create guides, build structured portals for different roles, and even replace the extensive text manuals. What started as a solution to a specific problem soon became a central and powerful tool for improving user support and modernizing the entire way of working.

Context-based support directly in the system

With the help of InfoCaption's c context-based support directly in the IA system, product owners could say goodbye to text-heavy manuals and welcome a more user-friendly way of working

A simple icon embedded in the system now provides users with step-by-step instructions tailored to their current task. Whether it's a manager doing follow-ups or an administrator adding a new user, guides and instructions are easily accessible, right where the need arises. Information that was previously difficult for users to both find and absorb was repackaged into short instructions and clear video guides.

This simple but effective support not only made users more independent, it also reduced the load on the support team. Many questions could now be solved directly by the users themselves, which saved both time and resources.

A Comprehensive Knowledge Portal

Afa Försäkring expanded their efforts by developing a dedicated knowledge portal using InfoCaption. This portal allows users to search for and access information relevant to their specific roles. It features a comprehensive array of resources, including product news, concise FAQs, video guides and training to delve deeper into the system's functionality.

The training modules, designed for individual learning, allow participants to pause and resume where they left off. They are created to both introduce new users and support specific roles, such as managers, administrators and reporters with role-specific training.

From 0 to 320,000 views - a knowledge journey with impressive results

The impact of InfoCaption on Afa Insurance’s operations has been profound. Labor-intensive support inquiries and unwieldy manuals have been replaced by clear, easily accessible guides.

The numbers speak for themselves: over 320,000 guide views in just 2.5 years, with a 60% increase in views in the last year alone. This not only highlights the growing value of the platform but also reflects improved user engagement and efficiency.

The transformation has simplified everyday workflows for users and freed up the support team to focus on strategic priorities.