ABN AMRO streamlines SAP SuccessFactors processes with a data-driven approach

ABN AMRO, a leading Dutch bank with 22,000 employees across 14 countries, set out to improve how managers interacted with SAP SuccessFactors. The goal was to simplify everyday HR tasks such as promotions, contract changes, and transfers while also reinforcing compliance and data quality.

To bring this vision to life, the HR team implemented WalkMe for SAP SuccessFactors across four key areas: Employee Central, Recruiting, Performance Management, and Succession Planning. Managers now receive timely, step-by-step guidance through always-on mini-menus, automation that reduces errors, and in-app guidance tailored to their roles. This approach not only improves task accuracy but also supports large-scale change management by making new processes easier to adopt and more consistent – without relying on documentation or support teams.

Since implementing these enhancements, ABN AMRO has reduced returned submissions by 86%, saved approximately 5 minutes on every manager submission, and seen a notable drop in support tickets. With strong results and visibility into where users need more support, the bank plans to expand this data-driven approach across additional areas of SuccessFactors.

As part of a broader HR transformation, ABN AMRO moved to SuccessFactors Employee Central and saw an opportunity to improve how managers handled key people processes. The bank needed a scalable, self-service experience that could support high-volume tasks such as contract extensions, promotions, transfers, and salary adjustments, while also ensuring consistency and accuracy.

Requests with missing or incorrect fields were routed back to managers for updates, resulting in delays and additional workload. At the time, the bank was processing around 2,500 requests per month, and many required revisions before they could be approved.

“As a leading bank, we operate under strict regulations and have high data quality standards,” said Hanne Batelaan, Implementation Lead for WalkMe at ABN AMRO. “We wanted to simplify internal validation steps to enable managers and employees to complete requests correctly without assistance.”

With a focus on continuous improvement, the bank saw the potential to use real-time insights to better understand how managers navigate SuccessFactors and where processes could be refined. A data-informed approach would help improve efficiency, reduce errors, and build user confidence in the system.

To support this approach, ABN AMRO introduced WalkMe to provide in-app guidance and automation designed to help managers and employees complete tasks accurately, independently, and with greater ease.

ABN AMRO focused on its most critical Employee Central processes, where improving task completion would deliver the greatest impact. The HR team worked closely with internal stakeholders to map common challenges and identify how to redesign high-volume processes with in-the-flow of work guidance and automation.

“Our initial focus is on navigation, guiding managers through the system to make sure they select the right options,” says Hanne Batelaan. “At first, we tried simple tips, but when we looked at the results, we knew we needed a more seamless solution.”

Rather than asking managers to adapt to the system, the team creates experiences that align with the way people naturally work. A key part of that design is a mini-menu that presents core HR processes in easy-to-understand terminology. Once a manager selects a workflow – like promotions – WalkMe solutions automatically open the appropriate forms, select relevant checkboxes, and pre-fill fields, eliminating guesswork and minimizing the risk of error. Managers receive clear, step-by-step guidance in the flow of work, making everyday HR tasks faster and easier to complete.

Segmentation further tailors the experience by geography and role, ensuring all team members get highly relevant support. For example, Netherlands-based managers have different policies, so they see different content than international colleagues – and while managers might not see all fields in a form, recruiters have full access.

The HR team also uses WalkMe analytics to continually optimize processes. “In the promotion process, for example, we noticed a step where managers sometimes needed extra support,” Batelaan explains. “We adjusted the guidance, and the results improved right away.”

To give managers clarity after submitting a request, ABN AMRO uses WalkMe to deliver proactive notifications that explain next steps and expected timelines. By surfacing this guidance in the flow of work, the bank reduces the need for managers to reach out with follow-up questions and ensures a smoother overall experience.

“WalkMe delivers the right information, at the right time, in the right place,” Batelaan says. “Instead of requiring managers to leave the system and search for help, we use WalkMe to surface guidance exactly when and where it’s needed. This gives managers time back to focus on more strategic work.”

By guiding users directly within SuccessFactors, ABN AMRO streamlines HR tasks, supports change, and helps managers work more efficiently – maximizing technology investments and reinforcing compliance. Accuracy has improved dramatically, with sendback rates reduced by 86% and managers complete requests with greater confidence. This gives leaders and teams more time to focus on strategic priorities and adds value across the business.

“Our WalkMe enhancements fuel our digital transformation values by advancing operational efficiency, talent development, and digital initiatives,” says Batelaan.

The HR team also benefits. Support tickets have decreased, giving specialists more time to concentrate on projects that add long-term value. Guided processes improve data quality across the organization, while WalkMe usage metrics and in-app surveys give leadership real-time insights to make informed decisions and continually optimize SuccessFactors.

“With WalkMe, we’ve reduced errors, minimized costs, and enhanced user confidence in using SAP SuccessFactors,” Batelaan says. “We’ve created a more efficient, user-friendly, and data driven workplace, which benefits everyone – from managers to support teams to leadership.”

ABN AMRO plans to build on this success. Guided by a culture of continuous improvement, the bank plans to continually enhance the user experience in SuccessFactors. “My vision is to continue expanding WalkMe’s presence and impact, driving digital adoption and enhancing system utilization across the organization,” Batelaan says. “There’s still so much to learn and explore.”