How Direct Streamlined Employee Training

What will you learn from this case study

• How Direct Insurance saves 50+ hours a month on employee training
• How in-app onboarding helps teams adopt complex internal tools faster
• How feedback loops improve internal communication

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Challenges

• Manual training processes were time-consuming and hard to scale
• Employees struggled to adopt complex internal systems efficiently
• Process updates were difficult to communicate across teams

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Solution

Direct used Product Fruits to streamline internal training and improve adoption of its Core system. By combining step-by-step tours, a centralized help center and segmented updates, the team created scalable onboarding that supports hundreds of employees across departments.

Michal Kozub

Digitalization Leader

"As a financial institution, we work with complex internal systems, which made onboarding and adoption a real challenge. Product Fruits gave us a way to deliver 24/7 in-app training, helping employees learn faster and saving our service teams hours every month."

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Use case №1

Identifying knowledge gaps

In-app survey: onboarding shaped by real employee insights

The first step for Direct was to improve adoption of the Core system among their Customer Service department. But before building onboarding content, the team needed a clear picture of what employees actually understood and where they struggled.

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Using Product Fruits, the team launched in-app survey asking: How well do you understand the Core system? It became clear that many employees were unaware of features already available, pointing to gaps in training, not functionality.

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Armed with this insight, the team created onboarding flows tailored to two main groups:

• New employees needing help with everyday use cases like client info and contract payments
• Experienced staff who needed guidance on more advanced tasks like claims processing and vehicle data

They used step-by-step tours segmented by department, all housed in the Life Ring Button to give employees easy access to the right support at the right time.

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Use case №2

Scaling onboarding for new employees

Tours + Life Ring: relevant, consistent and self-paced training

Using Product Fruits, the team created a fully interactive onboarding experience that runs inside the platform:

• Welcome tour invites employees to begin onboarding
• Step-by-step feature tours tailored to key use cases
• Feedback widget to gather input, report bugs or suggest improvements

With segmentation, only the relevant content is shown to each new hire based on role or department. The result: everyone sees what they need, nothing more.

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This approach has saved tens of hours each month in onboarding time while giving new employees a smoother, more consistent start.

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Michal Kozub

Digitalization Leader

"Every month, many new employees join Direct, most of them from the customer care, claims canagement and back office. Since they heavily use the Core system, our priority is to ensure they are well-trained quickly and effectively."

Use case №3

Keeping employees up to date

Newsfeed: in-app delivery of critical updates

To keep teams informed about internal software changes, Direct uses the newsfeed to share updates directly in the Core system.

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No emails. No digging through documents. Just timely, relevant updates right where work happens.

Michal Kozub

Digitalization Leader

"Employees now work more efficiently with real-time updates and releases at their fingertips. It keeps them informed, helps them adapt quickly and boosts overall productivity."

Conclusion

Direct Insurance’s use of Product Fruits has streamlined employee onboarding and improved adoption of its internal Core system. With real-time updates and self-serve training, the team has reduced manual effort and increased productivity across departments.