Accelerating Fujitsu’s Global Transformation and Operational Excellence with WalkMe

Fujitsu, a global leader in ICT solutions, launched its enterprise-wide OneFujitsu program to drive data-driven management and operational excellence. At the center of this initiative is the OneERP+ project, which standardizes business processes across multiple cloud platforms including SAP S/4HANA, ServiceNow, and QlikSense. To ensure this global standardization is achieved without sacrificing a seamless user experience, Fujitsu turned to WalkMe.

• Accelerated user adoption
• Reduced support inquiries by 80%
• Established the foundation for a global rollout

• Reduce the cost and effort of customizing enterprise systems
• Support smoother rollouts of new processes with intuitive, in-the-moment guidance
• Increase visibility into user pain points to accelerate UX improvements and enhance self-service support
• Maximize SAP S/4HANA success and time to value with strong user adoption

Fujitsu introduced WalkMe to support users with real-time guidance, helping them navigate new processes and systems with confidence. A clear prioritization policy — focused on high-impact operations, major system changes, and common training needs — guided WalkMe content development. Cross-functional teams, including Service Management, DAP Promotion, and domain-side leads, worked closely to align on user experience goals and submit enhancement requests as needed. This collaborative approach ensured that WalkMe content remained relevant, timely, and focused on enabling smooth, intuitive user journeys. With this structure in place, Fujitsu applied WalkMe’s capabilities in these practical ways (as of May 29, 2025):

• Rapid, code-free customization: Step-by-step in-app guidance overlays onto SAP S/4HANA and other platforms, without requiring code changes.
• In-context user support: In-app guidance like tooltips and launchers reduce uncertainty and speed up onboarding.
• Real-time insights: Analytics reveal where users friction points, enabling continuous UX improvements.
• Proof-of-concept on SAP S/4HANA: A two-month pilot validated feasibility for a global rollout.
• Cross-functional governance: OneERP+ service management and Fujitsu’s DAP Center of Excellence defined roles and decision-making authority.
• Structured change management: A “WalkMe 101” briefing series introduced stakeholders to WalkMe’s capabilities, and department champions took ownership of adoption and content quality.
• Incremental global rollout: Following success in Japan, Fujitsu will extend OneERP+ with WalkMe Oceania, Singapore, and Thailand followed by additional regions.

• 80% reduction in help desk tickets: Monthly inquiries dropped from ~15,000 to ~3,000 within three months of go-live across multiple cloud platforms, driven by in-app guidance and rapid content updates.
• 290+ guided experiences created: Fujitsu developed content across SAP S/4HANA, ServiceNow, SAP Ariba, and QlikSense workflows, empowering employees to work independently and with confidence.
• Continuous UX improvement: With WalkMe Insights, Fujitsu now pinpoints hidden pain points and makes targeted updates that keep teams productive.
• Business impact: Employees onboard faster and work more accurately and efficiently  allowing project members to focus more on core duties and improve overall efficiency.

Fujitsu plans to deepen its use of WalkMe Insights to:

• Identify hidden UX challenges
• Leverage AI-driven analytics
• Further accelerate global standardization and operational efficiency

As adoption grows, Fujitsu will continue to expand its transformation with WalkMe’s support, advancing its vision of sustainable, data-driven excellence  across 113,000 employees worldwide.

Founded in 1935, Fujitsu is a global technology pioneer employing 113,000 people and maintaining a capital base of ¥325.6 billion (as of May 29, 2025). Guided by its purpose to “bring trust to society through innovation”, Fujitsu empowers businesses and societies worldwide.

Learn more at Fujitsu.com