In the fast-paced world of B2B SaaS, effective user communication can make the difference between product adoption and abandonment. This is the story of how Drivepoint, a strategic finance platform for consumer companies, revolutionized their approach to in-app messaging and user guidance with Jimo.

The Challenge: Guiding Users Through a Complex B2B Platform

Drivepoint provides sophisticated financial planning and analysis tools to CFOs and CEOs at consumer companies. With a product that's been in the market for about two and a half years, the team faced the classic challenge of making complex functionality accessible and intuitive for their users.

As the sole product manager at Drivepoint, Franziska Ibscher had a multifaceted role:

• Developing high-level strategic roadmaps

• Managing day-to-day product tasks

• Increasing product usage and feature adoption

• Tracking product metrics

• Developing new product modules for upselling

With such a broad scope of responsibilities, Franziska needed an efficient way to communicate with users about new features, guide them through complex workflows, and provide timely updates about system status—all without constantly involving engineering resources.

The Search for a Better Solution

Drivepoint had previously used Appcues for in-app messaging, but Franziska found it lacking in several key areas. The interface wasn't intuitive enough, creating banners and hints was cumbersome, and the cost was becoming a concern.

"I was looking for something more modern and user-friendly," explains Franziska.

"Our product is complex, and we needed a way to guide our users effectively without overwhelming them."

When Franziska discovered Jimo, she was immediately drawn to its sleek, intuitive interface and comprehensive feature set. After evaluating the platform against their needs, she made the decision to switch from Appcues to Jimo.

The Implementation: A Partnership Approach

Franziska began using Jimo about two and a half months ago, and the onboarding process itself proved to be a valuable experience.

"The onboarding process with Jimo was surprisingly impactful," Franziska shares.

"The team's guidance and feedback sessions really pushed me to dive deep and master the platform. Now, I feel like a Jimo pro, and our users are reaping the rewards!"

What stood out most during implementation was the direct communication channel with the Jimo team. Unlike the typical vendor relationship, Jimo established a dedicated Slack channel for immediate support and guidance.

"The direct Slack channel with the Jimo team has been a game-changer," says Franziska.

"It feels like they're an extension of our own team, always there to provide quick support and valuable insights. That level of partnership is priceless!"

Key Features That Made a Difference

Jimo offered Drivepoint a comprehensive toolkit for in-app communication, but several features particularly transformed how Franziska approached user engagement:

Hints

Franziska's favorite feature allows her to highlight new enhancements and guide users to the features they need most. "I absolutely love the hints feature in Jimo! It's the perfect way to highlight new enhancements and guide our users to the features they need most. It's like giving them a friendly nudge in the right direction."

Banners

When critical issues arise, such as data pipeline breaks or inaccuracies, Franziska can quickly deploy banners to inform users—no engineering resources required.

Checklists

This feature, which wasn't available in their previous solution, helps guide users through complex multi-step processes, increasing feature adoption and user confidence.

Modern Interface

The intuitive design makes creating and deploying in-app messaging significantly easier than with their previous solution.

"Jimo has completely transformed how we communicate with our users! The interface is so intuitive and modern—it's a breath of fresh air compared to our previous solution."

The Results: A Mindset Shift

While Franziska doesn't track quantitative metrics specifically tied to Jimo's implementation, the qualitative impact has been substantial. Perhaps most significantly, Jimo has changed how she approaches product challenges.

"Jimo didn't just change our toolset; it changed my mindset," Franziska explains.

"Now, my first thought is always, 'How can Jimo help with this?' before even considering involving engineers. It's empowering!"

This shift has led to several notable improvements:

• Faster communication cycles: Important updates reach users immediately without waiting for engineering resources

• More consistent user guidance: New features are accompanied by helpful hints that drive adoption

• Reduced engineering dependency: Product can communicate directly with users for many types of updates

• Cost savings: Jimo is approximately 25% less expensive than their previous solution

• Improved user experience: More intuitive, contextual guidance helps users navigate Drivepoint's complex platform

Beyond the Tool: A Strategic Partnership

What sets Jimo apart in Franziska's experience isn't just the functionality—it's the relationship. The Jimo team has positioned themselves as partners in Drivepoint's success, offering guidance, best practices, and responsive support.

"Jimo is more than just a platform; it's a partner that understands our needs and helps us create a better user experience, It's the go-to solution for building in-app flows and guiding our users through our complex product.", says Franziska.

This partnership approach has been particularly valuable for Franziska as the sole product manager at Drivepoint. Having expert guidance just a Slack message away has helped her maximize the platform's potential and continuously improve their in-app communication strategy.

Lessons for Product Leaders

Franziska's experience with Jimo offers several valuable insights for other product leaders, particularly those at fast-growing startups:

1. Look beyond features to usability: Even with similar feature sets, the usability difference between platforms can dramatically impact your team's effectiveness

2. Consider the full cost of ownership: While Jimo's direct cost savings were significant (25% less than Appcues), the reduced dependency on engineering resources represents an even greater value

3. Prioritize vendor relationships: The direct communication channel with Jimo proved invaluable for quick problem-solving and maximizing the platform's potential

4. Empower product teams with the right tools: Giving product managers direct control over in-app communication accelerates feedback cycles and improves user experience

5. Invest in proper onboarding: The structured feedback sessions during Jimo onboarding pushed Franziska to fully learn the platform, maximizing its value

The Bottom Line

For Drivepoint, switching to Jimo wasn't just about finding a new tool—it was about transforming their approach to user communication and product guidance. The intuitive interface, comprehensive feature set, and partnership-focused support have empowered Franziska to create a more engaging, informative user experience without increasing demands on engineering resources.

"For product leaders looking for a way to enhance user engagement and simplify in-app communication, Jimo is the answer," Franziska concludes. "It's way easier to use than other solutions and delivers exceptional value. Trust me, you won't regret making the switch!"

As B2B products continue to grow in complexity, tools like Jimo that bridge the gap between sophisticated functionality and intuitive user experience will become increasingly essential for product success. Drivepoint's experience demonstrates that the right communication platform can transform not just how you talk to users, but how you think about product development itself.

Ready to transform your in-app communication strategy? Learn how Jimo can help your team create more engaging, effective user experiences without increasing engineering workload.