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?
In the first six months into the launch of a new tool, 49% of support tickets submitted were deemed training opportunities as end-users first transitioned their workflows into a formal tooling solution. In comparison, 29% of the ticket volume being true tooling issues requiring escalation and coordination with engineering to resolve. The support ticket volume was overwhelming for a two-person support team in need of a scalable solution for training to alleviate support and measure tool adoption.
How did you use WalkMe among other strategies to address your challenges?
Through analysis of 227 support tickets, we identified opportunities to leverage WalkMe features such as Shout Outs, Walk-Thrus, Smart Tips and Launchers to help users adapt to the changes to their workflow. Smart Walk-Thrus were leveraged to provide in-context workflow guidance as users completed their first deliveries through this new tool. Customized launchers throughout the application, were implemented to access all content relevant for that portion of the tool, all customized by the user role, to ensure only relevant context surfaced for internal and external workflows. Additionally, an On-boarding checklist was implemented to automate context necessary to prep you for working in the tool, linking Smart Walk-Thrus to help users understand all features in a gamified fashion. Since WalkMe was implemented, the tool has had 18,321 Smart Walk-Thru Plays.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
As new users have entered the tool, pointing to WalkMe for workflow guidance has alleviated individual training calls as new vendors are on-boarded and support tickets related to training opportunities have decreased by 45%. For existing users, WalkMe has provided insights like, tracking for common error symbols and messages, to offer a flexible solution to address new features through training while also quantifying impact of changes to the tool to improve the user experience. For example, 23% (143/625) of unique users experienced a filename error, prompting changes to filenames in the tool for asset deliveries. Upon changing the filenames in the tool, WalkMe was leveraged to assist users providing a seamless transition in the workflow with 395 Smart Walk-Thru plays for the filename content.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
Communication to the current vendor rosters is challenging (Vacations, turnover, etc) for a company of this size. Since its implementation, WalkMe has been an amazing tool to help provide context to the 625 unique users (since April 2019), in order to provide onboarding assistance for vendors, communicate new features or maintenance to users within the context of the tool targeting the active audience. WalkMe has offered a flexible solution that can be reactionary to the changes in user behaviors and training needs to drive adoption, without additional tax on engineering resources. As my team prioritizes features to improve tool usability, WalkMe is a great interim solution to help users adopt new features as the tool changes.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
WalkMe has helped provide data-driven insights to product owners in order to help prioritize tooling needs. In addition, the dashboard provides additional user insights not captured in reporting for this tool, including the geo location of users and session durations. This has helped understand needs for support teams in order to staff against working hours for the largest tool audience (91% U.S. based).
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
Adoption was challenging for this tool initially due to the timing of the rollout and alternate methods to complete this workflow. Being able to measure and communicate adoption has been helpful in driving adoptions of tools to new users, ensuring them the stability of a tool and success rate for deliveries has been a great tool to continue to drive adoption.
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