2020 Realizer Awards

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Josh Korber

Customer Care Agent

josh korber

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?

  1.  Support Automation. We are a lean startup. I am the only member of the support team. On day one, my boss told me my number one priority was “To automate support so we don’t need to hire more of you.” Digital adoption was key to this mission because it allows us to be proactive about support instead of reactive. Digital adoption helps us alert users of bugs and their workarounds so that we resolve redundant support tickets before they are submitted.
  2.  Self-Service Training. Our Customer Success team only has three people. We do not have nearly enough hours in the day to train new users on all the facets of our software. We needed a solution that allows a user to train themselves and WalkMe provides that. Our goal was to use digital adoption to enable users to train themselves in a way that they retain and can repeat any time they need to.
  3.  One-touch, large scale communication. We are a startup with a rapidly evolving product. We release new features every two weeks and we needed an effective way to communicate this to all of our users. Emails would only reach users who subscribed and monthly calls would only reach the admins and decision-makers. We did not have a way to effectively communicate with our actual user base. We needed a digital adoption method to reach those users in an effective way.

How did you use WalkMe among other strategies to address your challenges?

  1.  Support automation. We use WalkMe to alert users that we are working on a bug fix and most effectively, as a bandaid to compensate for our limited engineering resources. Here’s an example of our most effective ticket avoidance: We launched a new login server with a different URL, but users had the old URL bookmarked. It was just a non-functioning login page and the development team forgot to redirect away from it. I was able to add a Walk-thru directing users to replace their old bookmark and linking them to the correct page. This was a P1 issue that we solved in minutes instead of needing the engineering team to fix the problem and deploy out of schedule. It basically downgraded a P1 to a P3 which is a huge deal for us given limited engineering and support resources. We had 74 interactions with this WalkMe item in one day. That is 74 users who would not have been able to login. As a one-man support team, it would have been impossible for me to effectively assist 74 users. WalkMe made it possible to solve this problem in about ten minutes.
  2.  Self-Service Training. WalkMe enables users to train themselves on the software. We no longer need a training call with every new user; Now we just direct them to the WalkMe menu on the side of the screen.
  3. One-touch, large scale communication. We use shoutouts to alert users of new features and increase the adoption of those features.

How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?

One of the most impactful uses of WalkMe is our ability to use a Shoutout to announce new features and bug fixes. The release notes for our first release announced via WalkMe received 133% more views than the previous release announced via email. These shoutouts keep users up to date on our rapidly improving product and improve the adoption of new features. WalkMe has enabled us to customize features for different customers with no engineering work. For example, one of our customers requires a mandatory field that is not mandatory for our standard software. They had major problems with users skipping this field and leaving data incomplete. This would have been a major project for our engineering team and it would only affect one customer. Using a combination of WalkMe features, I was able to make that field mandatory for all users on that customer’s URL. This has been an extremely effective solution and the customer has not had a single incomplete form since this fix was deployed.

How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?

I’ve used WalkMe insights to estimate that in the last four months, we’ve avoided 627 total support tickets from 335 unique users. Those numbers become even more impressive with the context that we’ve only received 358 total support tickets over that time. Our proactive approach to support is by far the main reason we’ve succeeded in our goal of keeping a one-person support team. WalkMe has also allowed us to compensate for our limited engineering resources. We’ve been able to downgrade 12 bugs from Urgent or High priority purely due to our ability to use WalkMe to instruct users on the workarounds for those bugs.

How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?

Our Core Values are: Safety: Our platform is enables fleets to make decisions that help drivers get home safely every night. Our machine learning model relies on comprehensive, complete data. We use WalkMe to increase efficiency and encourage users to add as much data as possible. Innovation: We launch new features every two weeks. It would be impossible for users to keep up with the changes without a tool like WalkMe. Passion: Every single person at Idelic is passionate about the company, the mission, and their role at the company. WalkMe has become one of my passions. I genuinely enjoy building with WalkMe and solving problems in new and innovative ways. Quality: WalkMe preserves the quality of Safety Suite. It helps us resolve bugs and patch over problems. WalkMe puts a shine on Safety Suite and adds a final layer of quality by tying support into the product. Collaboration: WalkMe is used to tie together the work of 5 different departments in one user-facing feature.

How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?

WalkMe was crucial in confirming to our stakeholders that we don’t need a huge Support or Customer Success team. We exceeded all of our Support OKR’s for Q4 of 2019 with just one support agent. WalkMe was particularly impactful on Response Time, Resolution Time, Customer Satisfaction, and Customer Health. These OKR’s are what drive decisions made by our Executives and the Board of Directors. This ties into our goal of Fiscal Responsibility by keeping a lean support team while directing resources towards, Product, Sales, and Engineering.

More about Idelic

Idelic provides safety software for trucking companies. The Idelic Safety Suite, our flagship product, allows safety managers and their teams to automate compliance processes, integrate all of their systems, and gain valuable insight and analytics on their drivers, terminals, and overall operations. We aim to improve driver safety, reduce driver turnover, and increase workplace efficiency.