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?
Since it was founded in 2009, Sprinklr has been focused on building technology that helps large enterprises understand and take action on a tremendous amount of customer data. Our employees get to work on a platform that is leading the enterprise software industry, and get to work with the most advanced, exciting brands – from Nike, to Amazon to Disney. These brands are pushing customer experience to the next level, and Sprinklr employees are right beside them. Sprinklr has a good business problem to solve for – growth. The company grew its employees base by 60% in 2019, with plans to grow it another 60% in 2020. These new hires are expected to ramp up their productivity through virtual training in their first few weeks before attending company-wide in-person orientation called “Splash”, either in our New York City (US headquarters) or London (European headquarters) offices. These learnings are complemented by encountering our most popular internal software applications, like Egencia (travel), Expensify (expenses), FinancialForce (ERP), Gainsight (customer success), Highspot (content management), Lyearn (learning management system), and Salesforce Lightning (CRM), as they become familiar with their roles and responsibilities. Sprinklr made the decision to incorporate a digital adoption strategy through WalkMe to accelerate new hire onboarding. WalkMe would provide a frictionless experience for the new hires by providing them with guidance right at their fingertips.
How did you use WalkMe among other strategies to address your challenges?
Sprinklr’s Culture and Talent team continuously enhances its Splash new hire orientation. There are two focused days ensuring employees have a sense of The Sprinklr Way (our company’s core values), meet our chief executives in-person and understand how the Sprinklr software platform works. Splash week includes department-specific training sessions that can take two or three days. These department-specific training sessions are growing in the number of hours as teams place more emphasis on new hire acculturation and continue this training both virtually and in-person at local offices. Beyond each department, a specific team may provide its own new hire onboarding to ensure a smooth experience. Each team or department will have its own handbook of policies and procedures that it maintains on Highspot or Google Drive. These handbooks will include sections on how to use the common software applications necessary to be successful in a role. Complementing the handbooks are micro-videos and job aids that are stored on Highspot or Google Drive and are shared with new hires.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
Sprinklr wants to ensure that each and every Sprinklrite can use our internal software applications in a frictionless way. While we have ample opportunities to learn about our business processes and technologies during onboarding, it is much simpler to have that guidance as employees navigate Sprinklr’s internal tools. Also, it can be difficult for teams to track that new hires are provided handbooks and complementary learning materials consistently during their employee journey. By utilizing WalkMe, each new hire has access to most common processes within each software application from day 1. This translates into employees’ questions answered quicker, processes completed correctly sooner and overall job satisfaction. For example, 1,039 employees accessed Highspot and interacted with the How to Search and Filter Content smart walk thru 122 times. 87.3% of users are interacting with WalkMe deployables more than once within Highspot, with 3,938 interactions with the smartTips.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
Since each team can customize the WalkMe guidance layer for their team members, they see much benefit in a digital adoption strategy that can help new hires. For example, Egencia and Expensify have the common issue of employees forgetting their credentials, resulting in 110-150 tickets weekly. By placing a WalkMe shout out in Lyearn, new hires are reminded to use the right credentials during their orientation courses (when they are likely to need them). This visible change should decrease tickets by 20%. It would have not been possible without WalkMe allowing a shout out for an application in another. Another example is in Salesforce, where multiple teams have distinct use cases. Marketing and Sales use different objects within Salesforce Lightning, while services consultants access FinancialForce and success managers work from Gainsight. Each team set-up their own processes, without interfering with another team’s deployables.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
Sprinklr’s top three goals are employee happiness, customer happiness and growth (in that order). Our mission: to enable every organization on the planet to make their customers happier. It’s crucial to our company’s mission that we continually strive to achieve–to enable everyone to be happier. Our digital adoption strategy through WalkMe helps us to achieve all of our goals because employees are happier finding what they need when they need it, which leads to a positive impact on customer interactions, and ultimately, influences customer’s growth. Currently, Sprinklr surveys all employees on a bi-monthly basis for their happiness score. Previously, employees expressed concerns in the area of productivity and tools. Now, we expect to see scores increase as a digital adoption strategy addresses some of these concerns.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
With the recent go-live of WalkMe on Lyearn, Egencia, Expensify, Fortis, and Salesforce Lightning (including Gainsight and FinancialForce), Sprinklr stakeholders of other internal software applications have proactively reached out about the benefits of a digital adoption strategy. They have a better sense of the deployables available, like shout outs, smartips, walk thrus, and launchers, and how they can impact their own users. For example, the NetSuite team needs to notify Finance team members about compliance changes and sees a shout out helping to inform them upon log-in, followed by a smart walk-thru that takes the user to the new step in an existing process. Another example is Workday, which is being implemented this summer. It is the one system that will touch 100% of employees, so they realize the necessity of WalkMe to speed the deployment among the Culture & Talent team and for all Sprinklr’s employees.
More about Sprinklr
Sprinklr (@Sprinklr) is the world’s leading Modern Customer Experience Management (CXM) Platform. We help brands execute marketing, advertising, research, care, and engagement initiatives across all modern channels. Sprinklr’s AI-based platform, with a unified codebase, is deployed as a single global instance for each customer in order to drive collaboration and connect silos across the organization. Sprinklr is headquartered in New York City, with 25 offices in 16 countries.