{"id":8468,"date":"2020-05-27T19:56:24","date_gmt":"2020-05-27T19:56:24","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=8468"},"modified":"2020-05-27T19:56:24","modified_gmt":"2020-05-27T19:56:24","slug":"walkmes-top-5-business-continuity-takeaways","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/walkmes-top-5-business-continuity-takeaways\/","title":{"rendered":"Thriving Through Disruption: WalkMe\u2019s Top 5 Business Continuity Takeaways"},"content":{"rendered":"\n<p>Like every organization across any industry, we\u2019ve been impacted by the disruption of the Covid-19 pandemic. WalkMe offices around the world have moved to remote-only work environments, and our teams have had to adapt to <a href=\"https:\/\/www.walkme.com\/blog\/deliver-more-value-to-customers\/\" target=\"_blank\" rel=\"noreferrer noopener\">maintain the same level of service that our customers expect<\/a> and stay productive in their varied roles.&nbsp;<\/p>\n\n\n\n<p>As a global, digital-first company, WalkMe has always been friendly to a remote working environment, but no one could have predicted the precise adaptation required to the demands of a global pandemic. That\u2019s why we turned to our solution &#8211; a Digital Adoption Platform &#8211; to help communicate urgent information and manage change in real-time. <\/p>\n\n\n\n<p>WalkMe\u2019s incredible Director of Marketing, <a href=\"https:\/\/www.linkedin.com\/in\/lizgilliam\/\" target=\"_blank\" rel=\"noreferrer noopener\">Liz Gilliam<\/a>, compiled our own best practices for continuity through this crisis and into the Next Normal.<\/p>\n\n\n\n<p><strong>These are WalkMe\u2019s top 5 takeaways for <a href=\"https:\/\/www.walkme.com\/blog\/business-continuity-planning\/\" target=\"_blank\" rel=\"noreferrer noopener\">maintaining business continuity<\/a> during disruption:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Our environment is continuing to change and we need to be prepared to adapt &#8211; fast<\/li><li>Even digital-first companies should expect an influx of new and different support challenges<\/li><li>Disruption shouldn\u2019t slow down the transformation strategy&nbsp;<\/li><li>Understanding and monitoring productivity keeps business moving forward<\/li><li>Being empathetic about the work-home balance motivates employees&nbsp;<\/li><\/ol>\n\n\n\n\n\n<h2 class=\"wp-block-heading\">We need to be prepared to adapt &#8211; fast<\/h2>\n\n\n\n<p>If anything has become clear in recent weeks, it\u2019s that change is constant. And whether you\u2019re adapting to a change in working environments or working through a different challenge, it\u2019s important to have a plan to adapt quickly. We\u2019ve leveraged <a href=\"https:\/\/www.walkme.com\/blog\/wfh-workforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">WalkMe notifications called \u2018ShoutOuts\u2019<\/a> to:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Keep teams engaged and informed<\/li><li>Communicate urgent news<\/li><li>Manage change<\/li><\/ul>\n\n\n\n<p><strong>Since working from home, WalkMe employees have leveraged these ShoutOuts for critical updates, interacting with critical notifications with 3x more than average.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Expect an influx of new and different support challenges<\/h2>\n\n\n\n<p>Since moving to a WFH environment, our internal support teams have experienced a surge of new support challenges. Though we\u2019ve always made <a href=\"https:\/\/www.walkme.com\/blog\/pros-and-cons-of-working-from-home\/\" target=\"_blank\" rel=\"noreferrer noopener\">on-demand support<\/a> available through WalkMe, we\u2019ve had to update and expand those offerings in an instant to meet new needs. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"1024\" width=\"842\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.37.56.png?w=842&#038;h=1024&#038;crop=1\" alt=\"\" class=\"wp-image-8469\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.37.56.png 1120w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.37.56.png?resize=247,300 247w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.37.56.png?resize=842,1024 842w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.walkme.com\/blog\/wfh-workforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">WalkMe Workstation<\/a> &#8211; a centralized communication hub directly on your desktop &#8211; allows employees to launch in-app guidance, search support resources, or find other employees. In the days following stay-at-home orders at WalkMe, these were the top 4 search terms:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Corona&nbsp;<\/li><li>VPN \/ Need VPN<\/li><li>Ticket&nbsp;<\/li><li>IT<\/li><\/ol>\n\n\n\n<p><strong>Since working from home, team members have accessed help resources in Workstation an average of 11.4 times per month compared to a normal 5.9. Viewed another way, that\u2019s once every other workday, compared to once every four workdays.&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Disruption shouldn\u2019t slow transformation<\/h2>\n\n\n\n<p>Like many organizations, we were in the midst of a number of strategic initiatives when disruption hit. Specifically, our internal services teams were moving to a new management platform, scheduled to launch the same week that countries around the instituted stay-at-home orders.&nbsp;<\/p>\n\n\n\n<p><strong>Using WalkMe, we didn\u2019t miss a beat.&nbsp;<\/strong><\/p>\n\n\n\n<p>Ensuring that the platform migration didn\u2019t cause any further disruption to the day-to-day challenges of internal teams was of critical importance, so our internal teams quickly adapted to a more phased rollout structure, adding new features and processes every 3 days, and created additional WalkMe guidance to simplify the change. Check out a few of the changes that worked best:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Include both proactive guidance and reactive help<\/li><li>Suggest personalized recommendations for process improvement<\/li><li>Match process change to each phase of the customer journey to organize training<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.41.51-1.png\" alt=\"\" class=\"wp-image-8478\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.41.51-1.png 834w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.41.51-1.png?resize=300,194 300w\" sizes=\"(max-width: 834px) 100vw, 834px\" \/><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Understand and monitor business productivity<\/h2>\n\n\n\n<p>As WalkMe prepared to send hundreds of employees into a <a href=\"https:\/\/www.walkme.com\/blog\/telecommuting\/\" target=\"_blank\" rel=\"noreferrer noopener\">full-time remote work environment<\/a>, it was critical to understand how our systems and tools were supporting the business needs of our teams.<\/p>\n\n\n\n<p>In March 2020, WalkMe launched the new Business Productivity Dashboard specifically to meet this need, adding an in-depth view into software usage across teams, processes, and applications, and allowing us to streamline software spend by uncovering unused software licenses and duplicate systems.&nbsp;<\/p>\n\n\n\n<p><strong>In the first week, we were able to cut an application for 800 users when we discovered it wasn\u2019t being widely used.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Be empathetic about the work-home balance&nbsp;<\/h2>\n\n\n\n<p>Lastly, we\u2019ve learned to be empathetic. In any time of great change or uncertainty, work and home life can both be impacted in different ways. One of the best things we\u2019ve learned during this time is to listen to and understand the varying needs of our employees. Whether it\u2019s sorting out a new home office, taking care of a loved one, or learning to teach school from home, everyone\u2019s \u201cday to day\u201d has changed.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.43.43.png\" alt=\"\" class=\"wp-image-8481\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.43.43.png 476w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/05\/Screen-Shot-2020-05-27-at-22.43.43.png?resize=235,300 235w\" sizes=\"(max-width: 476px) 100vw, 476px\" \/><\/figure><\/div>\n\n\n\n<p>We\u2019ve used WalkMe to promote a series of helpful tips, mental health resources, virtual exercise classes, and more to help support our teams.<\/p>\n\n\n\n<p>Business Continuity has undergone a makeover in terms of priorities due to COVID-19. Organizations can come out of the crisis and <a rel=\"noreferrer noopener\" href=\"https:\/\/www.walkme.com\/blog\/next-normal\/\" target=\"_blank\">into the Next Normal<\/a> in a state of strength, agility, and preparedness, with the right strategy, technology, and talent.<\/p>\n\n\n\n<p><em><a href=\"javascript:;\" class=\"popup-threefields m-element-hidden j-initiator j-paid_post_feature\" id=\"imgpng\" form-type-id=\"imgpng\"><img decoding=\"async\" class=\"initiator-image\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/Digital-adoption-B-min_9643bf2a.png\"\/><\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"Like every organization across any industry, we\u2019ve been impacted by the disruption of the Covid-19 pandemic. WalkMe offices around the<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":8484,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89],"tags":[409],"class_list":["post-8468","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","tag-business-continuity"],"acf":{"__coauthors":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>WalkMe\u2019s Top 5 Business Continuity Takeaways for the Next Normal<\/title>\n<meta name=\"description\" content=\"These are WalkMe\u2019s top 5 takeaways for maintaining business continuity during disruption and thriving in the Next Normal.\" \/>\n<meta name=\"robots\" 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