What was the business problem(s) that your organization / project was facing, and why did you choose a digital adoption strategy to help you solve it?
We were replacing 40+ systems, including all of our HR systems, finance/accounting systems, supply chain systems, with 1 system, Infor ERP, which impacts our 30k + Associates. We started this complex digital transformation in 2017. Our Associates work in a fast paced environment, work in shifts throughout the day, and are often on the go and not seated at a desk, which makes it very challenging to take time away for system training. Plus, we want our Associates focused on the customer experience and able to deliver the best care, and we don’t want this migration to distract them or frustrate them. As a leader tasked with handling our change management and training, I knew we needed a different approach that would work better for our Associates, would reduce the disruption to our business, and allow us to maximize adoption of the software.
How did you use WalkMe among other strategies to address your challenges?
WalkMe fit well into our “One Experience” Digital Strategy. We wanted to provide our Associates internally with the same digital experience they are used to in their personal digital experience like Amazon, Hulu, etc. We use WalkMe to shuttle our folks to learning channels where they could find our traditional learning resources like job-aids etc. We reduced our printing budget by 100k the first year.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
Our users love “Noah” (yes, we branded WalkMe “Noah”!). We have been able to reduce classroom time by 50% for our roll-out. We bring our teams to training and ensure they are familiar with how to log in and ensure they know how to leverage Noah to guide them and find content. We realize that most forgot what they learn after training, so why not try a different approach to ensure folks have just what they while they work. For our Associates who sometimes have over 1000+ unread emails, important system or training information can often get lost in the abyss. Now, our Associates can rely on the fact that important information will get delivered to them at the time of need directly in the system, which takes a huge burden off of them.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
OMG! The product breathed new life into their work and gave us a new purpose in our organization. My team is seen as the innovators, and they take great pride in it! They love hearing our internal customers say – “you can really do all that?” Most of the products and tools we support are related to digital transformation and WalkMe is the game changer that my team owns and is responsible to bring to our ministry. As a leader of the team and strategy, I am also proud that the business now looks at my team as more than training, but a core part of how we strategically scale and optimize the employee and customer experience.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
I remember thinking, “how will I train 30k+ plus people on our ERP? I will never have enough classroom, facilitators, or approvals to pull folks out of work to attend training. How might we do that and save money?” After purchasing WalkMe, we were able to convince our executive team that we only needed to train the managers and a few clinicians and use WalkMe to communicate with the rest of the workforce and provide in time guidance. I’ve seen Noah reduce our help tickets, improve our communications, and reduce our classroom training time.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
My Stakeholders were impressed with how quickly folks adopted “Noah” and how sometimes very small changes “Using automation to reduce clicks” or “hiding a button they didn’t need” had such great impacts. Yes, and the data!!!! I am finally able to have examples of how our work is bringing value to the business. I have waited so long to have such insights. Even my naysayers are impressed with our strong brand that’s well recognized, and how our brand makes digital adoption a natural “part of our mission” — “Hi, I just wanted to let you know how much I appreciate having Noah in the INFOR Supply Chain/Finance modules. I use him every single time I need to code/approve an invoice! Thanks!” Cecilia Bronaugh, PHR, SHRM-CP Director, Human Resources Strategy CHRISTUS Santa Rosa Health System
More about CHRISTUS Health
CHRISTUS Health, a Catholic healthcare ministry with over 40 hospitals and healthcare facilities in the United States and abroad. CHRISTUS is a leader, partner, and advocate in the creation of innovative health and wellness solutions focused on extending the healing ministry of Jesus Christ to individuals and communities.