2020 Realizer Awards

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Kristopher Clark

Head of Digital Adoption & Content

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?

ServiceNow is experiencing exponential employee growth at a rate of 30-35% per year. Hundreds of new employees are onboarding each month, which is both a blessing and a curse. We have a number of systems employees need to get up-to-speed on in a short amount of time. Going through traditional training channels was working for a time when the company was smaller and manageable, but the training group could not accommodate the growth. User satisfaction is the other important factor in managing our internal systems. Most had mid to low satisfaction scores, with most indicating complexity of systems and the learning curve being the biggest pain point. We needed a digital adoption strategy to account for the onboarding rates and improve our user satisfaction.

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

WalkMe at first filled a specific need for a large scale global project. It would have been impossible to perform in-person training across all the countries our Sales team is spread across. The cost and timeframe it would take wouldn’t accommodate the rapid rollout needs. Other strategies included creating digital on-demand training content, in the form of video guidance, however listening to our users proved that this desired learning style only accounted for 10-20% of our users. 10% of our users preferred in-person training. This left a ghastly 70% of users wanting something more. They wanted a personal trainer or a quick reference when they forgot how to perform an action. This is the gap WalkMe filled. After seeing and utilizing WalkMe on one platform it sparked a huge desire from every system manager to have WalkMe built across our entire system landscape. I used this organic growth strategy to keep creating desire and immediately adding value, growing it across 12 systems and increasing our userbase by 1,700%.

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

Our users kept saying “There has got to be a better way,” when referring to how we typically trained on a new system. They were fed up with the amount of required time it takes to training on new systems or learning about new features. They also mentioned how after they took traditional training, but didn’t use a given system for a portion of time, all of that information and time spent was lost. And if they did want to refer back to old material, it was hard to find or buried deep in some archive. WalkMe essentially solved all these problems while providing a better user experience.

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

My team sits within a Sales department focused on project transformation. Response from our team has been uplifting and immediate. We are constantly looking for ways to make the user experience better and WalkMe has become the backbone to support those needs. Traditional change avenues have come from using graphic, email, and video communication techniques to highlight changes or features. However, these tools hit the audience in ways they are already bombarded with material. Using WalkMe, we can customize this information and provide it to the user directly within the system when they are using it. That type of on-demand in-tool experience is something you cannot get elsewhere.

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

The increase in user satisfaction is unparalleled. We’re seeing 40-50% gains in user satisfaction across systems in less than 6 months. We’ve also seen a deflected cost of training saved $234,000 in less than 6 months. Without WalkMe, this would not have been achievable. The goal within Sales is to triple our revenue base in the coming years and in part WalkMe has helped close deals faster by providing that on-demand learning when it is most needed. We are also measuring an increase in the amount of specific value creation tools our Sales Reps create, which has been a common thorn for timely creation in the past. This metric is currently under evaluation.

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

With increases in user satisfaction, deflection of training costs, faster deal closure, and ease of implementation WalkMe has become the defacto tool in helping our employees. Stakeholders across the company have developed a common phrase for new projects: “We need WalkMe for this.” It has also quickly changed the perception of how we fundamentally roll out systems or system updates. For our company’s largest ongoing project a recent decision was made to forego all traditional training methods and instead focus on new digital adoption strategies with WalkMe only. This huge shift in deliverables has been a win on time, cost, and project success and that shift is permeating through different stakeholders to rethink our enablement strategies.

More about ServiceNow

At ServiceNow, we believe in making work, work better for people. ServiceNow delivers digital workflows that create great experiences and unlock productivity. Orchestrating complex workflows means enabling existing systems and processes across your business to work better together. This enables workflows across your business, across departments, systems and processes. With the Now Platform, work flows naturally, the way it’s supposed to. And when work flows naturally, great experiences follow.