Founded in 1872, DB Schenker (DB) stands for the transportation and logistics activities of Deutsche Bahn. The logistics sector of DB is the world’s second largest transportation and logistics services provider based on revenues and performance. With around 2,000 locations in all of the world’s most important economic regions, DB Schenker has a global network geared toward customer service, quality, and sustainability.
With thousands of locations worldwide, DB Schenker needed a way to train its global team on Oracle Sales Cloud CRM. Employees had inconsistent learning experiences, and were overwhelmed by the amount of information they were required to learn. In addition, training knowledge was stored in many different locations, adding to the time it would take to train employees. The company recognized the global challenge and as a result made a decision to standardize and simplify the training process, while measuring users’ training progress, and collecting user feedback. By streamlining the training, DB Schenker had a vision of reducing support requests and decreasing upfront training time while adhering to the highest training standards and a positive user experience.
Before discovering WalkMe, DB Schenker used a number of training tools to onboard users on Oracle Service Cloud: user guides, demo videos, quick reference guides, exercises, quizzes, and more. After learning about the WalkMe Platform’s capabilities, DB Schenker was able to eliminate all of the previously mentioned training tools, and cover every element of training with just one platform, WalkMe.
WalkMe was launched to 6,000 global Oracle users to shorten the upfront sales training period and to provide real-time guidance. The change management team leveraged WalkMe applications including Surveys, ShoutOuts, SmartTips, Walk-Thrus, and on-demand webinars, all built into the online WalkMe search function, to onboard users. WalkMe offers more than standard training: users can learn while they work with WalkMe’s in-work performance support and they never need to leave Oracle Sales Cloud if they have a question, or need guidance. At the click of a button, employees are guided step-by-step to complete their tasks, instantly and efficiently.
Since launching WalkMe on Oracle Sales Cloud, DB Schenker has seen continuous employee training benefits. Specifically, onboarding and training employees on Oracle Sales Cloud is much faster: it used to take between 6-8 hours; now Users learn directly on Sales Cloud, making it much more efficient. Employees are working productively from a much earlier stage in their onboarding and directly in production.
With WalkMe Analytics, DB Schenker measures user success and collects valuable, real-time feedback. DB can see how many users are completing goals, and where users are struggling. The feedback is then used to enhance the employee experience quickly via the WalkMe tools. This change in training process has resulted in a sizeable reduction in the number of support queries it receives from users.
DB Schenker chose WalkMe to improve user experience and reduce complexity. After integrating WalkMe into their onboarding program, the company has realized its vision successfully cutting time, effort invested in training.