Afa Försäkring
More efficient support with visual guides and contextual support
From time-consuming emails to smarter support
Afa Försäkring faced a challenge many organisations will recognise: support questions from users of the IA system often required long emails with screenshots and detailed explanations. It was a time-consuming way of working for both the support team and users. The need was clear — they needed a simpler and faster way to explain and show how the system’s functions worked.
With this in mind, Afa Försäkring started looking for a screen recording solution that could help the support team quickly create and share 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 extensive text-based manuals.
What started as a solution to a specific problem soon became a central and powerful tool for improving user support and modernising the entire way of working.
Contextual support directly in the system
With contextual support from InfoCaption directly in the IA system, product owners could move away from text-heavy manuals and adopt a more user-friendly way of working.
Through an icon, users get instructions adapted to where they are in the system. Whether it is a manager carrying out follow-ups or an administrator adding a new user, guides and instructions are easy to access at the moment of need. Information that had previously been difficult for users to find and understand was repackaged into short instructions and clear video guides.
The implementation required a certain learning period for customers, but the results quickly became clear. This simple but effective support not only made users more independent — it also reduced the pressure on the support team. Many questions could now be solved directly by users themselves, saving both time and resources.
Knowledge portal with video guides, product news and tailored training
Afa Försäkring took another step by creating a dedicated knowledge portal with InfoCaption. Here, users can search for and find knowledge based on their role and the area they need support with. The knowledge portal contains product news, short FAQs, video guides and training for those who want to learn more about the system’s functions.
The training is designed for individual learning, allowing participants to pause when needed and easily continue where they left off. It is created both to introduce new users and to 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
With the introduction of InfoCaption, Afa Försäkring has not only simplified its internal work, but also changed how users access and absorb information. Time-consuming support cases and difficult-to-interpret manuals have been replaced with clear and easily accessible guides.
The results speak for themselves: 320,000 guide views in 2.5 years. A 60 per cent increase in views compared with the previous year shows that the value of the implementation continues to grow. The change has not only improved efficiency, but also made it easier for users to carry out their work and for the support team to focus on other priorities. With the right tool, Afa Försäkring has created a solution that simplifies everyday work for both employees and the organisation.
Improved user experience
"We started with the goal of creating short screen recordings, but with InfoCaption we have built an entire system for user support. It has been an incredibly effective solution that has not only made things easier for our users but also saved us a lot of time internally."
- Joacim Stålhand, Afa Försäkring
Who is Afa Försäkring?
Afa Försäkring is an organisation that has managed collectively agreed insurance schemes for employees in Sweden since 1962. Their work focuses on supporting employers in creating a safe and sustainable working life.