THE Challenge
Streamlining and standardizing global training processes
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 take in. In addition, resources were stored in many different locations, making training an unnecessarily lengthy process.
The company recognized the global challenge and made a decision to standardize and simplify the training process, while measuring users’ progress and collecting user feedback. By doing so, DB Schenker hoped to decrease upfront training time and reduce support requests, while adhering to the highest standards and offering a consistently positive user experience.
THE Solution
One intuitive, real-time training solution
Before discovering WalkMe, DB Schenker used a number of training tools to onboard users on Oracle Service Cloud, including user guides, demo videos, exercises, quizzes, and more. After learning about the WalkMe Digital Adoption Platform, DB Schenker decided to consolidate every element of training into one experience, powered by WalkMe, eliminating rafts of disparate training tools. WalkMe was launched to 6,000 global Oracle users to shorten the upfront sales training period by providing real-time, as-you-need-it guidance. WalkMe offers a completely reimagined training experience, allowing users to learn while they work. Employees never even need to leave Oracle Sales Cloud if they have a question or require guidance. At the click of a readily available button, employees are instantly and efficiently guided through their tasks to completion,
The change management team leveraged the variety of WalkMe applications to onboard users, including Surveys, ShoutOuts, SmartTips, Walk-Thrus, and Videos, all easily accessible through the WalkMe menu.
THE Benefits
Efficient and effective training boosts employee productivity
Since launching WalkMe on Oracle Sales Cloud, DB Schenker has seen continuous employee training benefits. Before WalkMe implementation, onboarding and training a new employee took between six and eight hours; now users learn processes at the time of need, directly from within the production environment. With no lengthy upfront training employees are now more capable and productive workers at a much earlier stage in their onboarding.
In addition, WalkMe Analytics allows DB Schenker to measure user success by collecting valuable, real-time feedback. DB Schenker can see how many users complete goals, and where they are struggling. The feedback is then quickly applied to the WalkMe tools in operation to immediately enhance the employee experience. This change in training strategy has resulted in a sizeable reduction in the upfront training time and in the number of support queries DB Schenker receives from users after onboarding.
DB Schenker chose WalkMe to improve user experience and reduce complexity in the training and onboarding process. After integrating WalkMe into their onboarding program, the company has realized this vision.
