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?
At Splunk, transformation occurs at a rapid pace, and with new initiatives launching every quarter, we needed a platform that could keep up. Updating hundreds of eLearning courses takes time & resources. Additionally, we have information spread across multiple platforms, so we needed a “one-stop shop” approach to maintain data integrity and consolidate links to that info – including eLearning courses, portal links, and our WalkMe “How Do I” Guides. We were experiencing a poor adoption rate among our sales reps, and we needed to reduce the high number of service tickets. Since our sales reps are located all over the world, it was crucial to find a way to provide 24/7 support for them. After extensive research and a recommendation by Krishna Saw, Splunk chose WalkMe for its on-demand strategy, powerful metrics, and ease of use. The ability to repurpose existing content, create new interactive WalkMe content, and combine both into a player that can be accessed any time of day was a game changer for Splunk. With WalkMe, we can address topics that normally prompt a multitude of service tickets, by guiding the user through the process step-by-step, with tip balloons to offer helpful info along the way. Additional resources on that topic can also be included in the player, for further study, so users can explore at will. Everything is in one compact place so our reps can access it whenever they need it.
How did you use WalkMe among other strategies to address your challenges?
Once we were approved to use WalkMe as our DAP, Krishna put together a multi-phase implementation plan for review, production & deployment. Krishna’s vision was a multi-part, multi-year strategy from partnering key business initiatives to building great user experience. We started with custom WalkMe training – Krishna enrolled stakeholders from different groups within our organization. He knew building WalkMe Champions was the best way to implement our vision and get people talking about WalkMe. He developed an intake form for GTM submission, which later gets reviewed in a GTM meeting. Krishna met with executives to define a transparent governance model and cadence, ensuring all requests are reviewed, prioritized, and agreed to at the GTM level. He established process for WalkMe –used G-suite for project documentation and collaboration across team members and stakeholders. We add meeting links & requested changes, which reduced the need for team meetings. Krishna introduced a short WalkMe intro video prior to the project kickoff with stakeholders to explain what WalkMe is and what is possible, developing a more collaborative relationship. We use WalkMe for change management, user adoption, data integrity and, content discoverability spread across multiple platforms for internal users and partners. Krisha always says his goal is to constantly be feeding new WalkMe content to our users in an organic way.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
We deployed WalkMe enterprise-wide, which alleviated manual plug-in set-up. We’ve seen significant reduction in service tickets, whereas a dramatic rise in the number of departments submitting requests for WalkMe content. Our users tell us they like being able to find answers on the spot, and not have to sift through an entire course for a single answer. In the last 90 days, we’ve had a 98.4% interaction rate among 4551 unique Salesforce users in 35 countries. The average number of times a user has interacted with any WalkMe content is 88.1. We’ve used Shoutouts for change management, and 799 unique users have had 42,444 interactions. In Salesforce, our Smart Walk-Thrus were used by 634 unique users, with a total of 111,798 interactions. Other WalkMe features used include Shout Outs (1,799 unique users with 42,444 interactions),and Smart Tips (319 unique users with 3,530 interactions). Additionally, we have deployed WalkMe solution for partners and Xactly platform.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
Krishna has reduced the number of service tickets significantly, and we’re creating a lesser number of eLearning courses, which frees up time and valuable resources. Everyone benefits from having links to multiple resources (portal links, eLearning courses, “How Do I” Guides, etc.) in one convenient place. WalkMe now creates the slide deck for our “How Do “I Guides, which is a timesaver. And Krishna spends less time engaging with SMEs and supporting end-users post Go-Live. WalkMe is now integral part of key organization level initiatives i.e. New CPQ, Pricing Model launches, Partner programs, Platform Upgrade, New Legal processes, Cloud launch, Support model.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
By bringing our Power Users in for customized training and turning them into WalkMe Champions, Krishna was able to garner support throughout the company, and implemented WalkMe strategy at a faster pace. Our Sales Reps are up and running faster because they can get answers quickly, and many say they feel less intimidated by the processes because of WalkMe support. Krishna eliminated the need for a multitude of eLearning courses to be built and updated, since users can learn what they need directly within their own SFDC account. If they need help, they can find it without having to leave the page and go searching for the answers. Dynamic metrics from insight and user feedback through support channel allows us to fine-tune our processes and deliver concise nuggets of information, to address both basic and more advanced needs – all in one place they can access as needed.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
Since implementing his plan for WalkMe projects – including how best to engage with stakeholders – Krishna has seen a dramatic rise in the number of departments submitting requests for WalkMe content. The WalkMe intro video he shares with stakeholders prior to our kick-off meeting has been very successful. – stakeholders have taken a more collaborative approach with our team, since they now have a better understanding of what WM can do. The collaborative process he put into place involves all members of the team, and ensures our stakeholders are involved with every step to enable success. Thanks to Krishna, our Champions helped to sing the praises of WalkMe within our organization, which accelerated our adoption of the platform, and put us on the road to success.
More about Splunk
Splunk is the world’s first Data-To-Everything Platform. We remove the barriers between data and action, and empower people everywhere to bring data to every question, decision, and action in their organization. Innovators in IT, Security, IoT, and business operations can now get a complete view of their business in real time, turn data into business outcomes, and embrace technologies that prepare them for a data-driven future.