25% fewer support tickets! How Fuel Cycle streamlined onboarding

Maybe this sounds familiar: 

A drawn-out onboarding process for new customers.

No existing video library.

A hefty price tag on outsourcing creating of said video library.

And a constant high volume of customer questions slowing down that already-slow onboarding process.

Fuel Cycle, a leading provider of market research and insights platforms, was dealing with all of this and needed a solution.

That solution had to be cost-effective and scalable. Otherwise, the team was facing significant strain on customer support and having to deal with the resulting negative impact on customer satisfaction.

So they turned to Videate.

The results: Goodbye struggle, hello scalable success

Here’s how Fuel Cycle turned things around with Videate:

• 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

• Shortened 12-week customer onboarding cycle by 10% using video content

• 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 

Why Fuel Cycle chose Videate

Fuel Cycle didn’t just need a video tool—they needed a game-changer. Here’s 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.

With Videate in their corner, Fuel Cycle didn’t just meet their goals—they crushed them.

Want the same results for your own onboarding program? Check out Videate

Fuel Cycle’s story is proof that onboarding doesn’t have to be painful—or expensive. With Videate, they turned a daunting project into a well-oiled machine, delivering results faster, cheaper, and better than they imagined.

The best part? They didn’t just save time and money; they gave their customers a seamless experience that cut through confusion and sped up time-to-value.

If you’re ready to level up your onboarding game, you already know the next step. Book a demo with Videate today.

Because honestly? The old way is overrated.