How Mary Kay Reduced Support Tickets and Scaled Onboarding Across 3 Million Consultants Across 24 Countries
Mary Kay scaled onboarding and support for millions of consultants across 15 languages by embedding contextual, in-app guidance into Salesforce Community and Commerce with Apty.
The Challenge:
Mary Kay’s business depends on the success of its 3M+ independent consultants. But training at that scale—across 24 countries and 15 languages—was a logistical challenge.
New consultants faced onboarding delays, language barriers, and an inconsistent learning experience. Internal teams were overwhelmed with support tickets from users struggling to navigate core commerce systems, especially during new product launches and seasonal spikes.
The Apty Shift:
With Apty, Mary Kay digitized onboarding and training inside Salesforce Community and Commerce. Apty allowed Mary Kay to:
- Deliver contextual, language-specific training at scale
- Reduce internal support tickets from website users
- Improve productivity for internal teams by reducing support burden
The Outcomes:
- Multilingual training deployed across 24 countries
- Significant reduction in support tickets from end users
- Consultants ramped up faster, improving readiness to sell
- Internal teams saved time for strategic initiatives
”Apty has transformed how our consultants interact with Salesforce. By providing guidance in their native languages, they spend less time navigating—and more time building their businesses.
— Digital Experience Leader, Mary Kay
Want to see how?
Download the full story to see how Mary Kay enabled 3 million consultants across 24 countries—without adding complexity.