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?
Epicor’s primary goal is to be the cloud vendor of choice in the markets we serve. Historically, Epicor has developed complex on premises applications, and the tooling to develop learning and education solutions have followed suit. Bottom line, learning our products was a challenge. In addition, we were undergoing a huge framework uplift, changing the UI of our products. We wanted to ensure our change management strategy was as elegant as possible. Add to that the fact that everything around us is changing – the world is changing, business is changing and people are changeling. This is the first time in history we have 5 generations in the workforce. These people have differences in how they socialize, how they learn, how they communicate. The design we created had to accommodate it all. A true digital adoption strategy would help solve these challenges. By migrating to cloud tools we could get the data and analytics to make good choices and decisions. We could understand our customers behavior and get eyes on what was and wasn’t working. We could serve information that was contextual and predictable in multiple formats, providing our users a choice based on preference. Ensuring the tools we chose worked well together allowed us to develop an all-inclusive, cohesive, easy to use experience enabling our customer via change management communication and tours. As important, this approach would elevate our product adoption and and create user expertise.
How did you use WalkMe among other strategies to address your challenges?
Our holistic strategy was to design and develop a help & support panel that was baked directly into our UI framework. This framework would release in our flagship product, and then scale to all other growth products in our portfolio. This panel is accessible from anywhere inside the product, and when expanded, loads content contextually based on who you are and where you’re at. Multiple mediums of content display, offering customers a choice between help articles, videos, and guided learning (powered by WalkMe). Users can facet content results based on their desired learning style. Users can also leverage the search bar to access content, with a sophisticated, google like search index baked in on the back-end. WalkMe was a key differentiator in our strategy. With a new UI, elegant change management was so important. We wanted to provide our users access to information based on who they were, where they were, an in the form they preferred. We wanted to set them up for success from the first time they logged in, by providing tours of the new UI. We wanted to communicate changes with them in real time. The purpose was to ease their minds and help them realize the product is more intuitive. Role based on-boarding tasks set our users up for success immediately. We created this video to communicate to internal employees how we were creating a unified help and learning experience for our customers, to get them familiar with and excited for the solution.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
WalkMe was a key differentiator in our strategy. With a new UI, elegant change management was so important. We want to provide our users access to information based on who they were, where they were, an in the form they preferred. We want to set them up for success from the first time they logged in, by providing tours of the new UI. We want to communicate changes with them in real time. . Role based on-boarding tasks set our users up for success immediately. We also leveraged WalkMe as a way to provide our users an opportunity to learn a process in our system while actually completing that process. We called it “learning and doing simultaneously”. WalkMe is perfect for helping users through complex processes that exist in ERP systems. WalkMe’s sophistication allowed us to branch and pivot intelligently based on user behavior. And finally, we wanted to take common, repeatable and predictable processes and automate them for our users.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
We have developed a framework, tooling and vision that really optimizes consistency in all we do. Remember, we develop multiple ERP products, across multiple verticals, where software looks and feels different with each system. With this approach, we’ve developed styles and standards that are consistent across all products and verticals, and have built a framework that is exceptionally scalable. Because of this approach, we’ve been able to reduce the amount of tooling we manage, simplifying our infrastructure. We’ve been able to build teams that are more agile and flexible. Because of the consistency, we can move team members from one product to another with ease, optimizing our teams more efficiently and effectively.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
One of our primary missions and goals is to be the cloud vendor of choice in the markets we serve. Our digital adoption strategy directly effects this goal in many ways:Change Management: leveraging WalkMe in particular, we’re able to provide a comfortable experience for our customers who are migrating or converting from an existing Epicor product to our cloud product(s). Through tours, process guidance and in-app communication, we can ease a user’s mind by making them feel as if we’re holding their hand the entire way through the change. Reduce Customer Effort – which in turn increases customer satisfaction and reduces churn. Happy customers are loyal customers. Loyal customers are sticky customers. Stickiness is something that’s harder to maintain in a SaaS world. With the automation tools and continued guidance, we make complex processes manageable and easy for our users.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
Our stakeholder are all in on this digital adoption strategy. When we have buy in to build this experience into the UI framework of our flagship product, with the expectation to extend it to all other products, you know you’re making an impact. All of the KPIs our digital adoption strategy can improve are KPIs that are meaningful to our business, our success, and our internal stakeholders. In addition, we’re providing our customers an experience they desire, that also sets us apart from the competition. This is a differentiator.
More about Epicor Software
Epicor Software Corporation provides industry-specific business software designed around the needs of manufacturing, distribution, retail, and services organizations