The Challenge
Developing a comprehensive virtual learning experience
eMoney’s challenge with onboarding stemmed from a need for a comprehensive virtual learning experience for their end users. This void resulted in high call volumes, as appointments with Customer Success Coaches turned into training sessions on how to use the software, instead of being focused on best practice strategies and how to efficiently and effectively succeed with the eMoney Platform.
Looking for insight into how users interact with eMoney
eMoney required a training platform which was easy to navigate, could live as an overlay on the eMoney application, could provide gamification, and had the capability to generate business insights that revealed exactly how users were completing training modules.
eMoney needed a way to eliminate tedious point-and-click training and shift client sessions with Success Coaches away from administrative tasks to meaningful and strategic conversations.
The Solution
TeachMe offers an all-in-one online onboarding solution
WalkMe is now an integral part of eMoney’s strategy to make user adoption efficient and effortless. eMoney created an external LMS utilizing WalkMe’s TeachMe application that now lives in the Help menu. This comprehensive virtual onboarding guide is comprised of video, PDF, and Walk-Thrus designed to engage and interact with end users during training.
With the help of WalkMe’s team, eMoney created 10 different courses in TeachMe that mimic the training process that users would typically go through with a Success Coach. eMoney also added a Search functionality to the Help menu, allowing users to easily identify and access all of eMoney’s resources in one widget. Using TeachMe, eMoney has created an entire program with 80+ self-guided Walk-Thrus and over 200 resources for bringing new users up to speed quickly and at scale.
Customizable course work for individual financial planning needs
eMoney is not designed to be a one-size fits all financial planning solution and the company prides itself on offering users a personalized customer experience. With WalkMe, eMoney is able to offer customized course work within TeachMe, that users complete independently. This program allows customers to concentrate on strategy when they meet with their Success Coach, and focus on applying these lessons to their business in real-time.
The Benefits
TeachMe reduces support calls — and improves advisor-client relationships
Since WalkMe has been active on eMoney’s platform, eMoney reports a double-digit increase in user adoption, and a significant reduction in support calls. eMoney now boasts 92% of new clients have learned how to use the wealth management technology with WalkMe’s TeachMe guidance tool.
Clients are clearly motivated to learn the basics from WalkMe and as a result, eMoney’s success coaching sessions with clients have become more meaningful. With WalkMe’s help, eMoney is able to scale and personalize training across groups of advisors with very different needs, while still maintaining a solution that strengthens the advisor/client relationship.
eMoney’s client onboarding program is now seamless and efficient, further empowering end users to get the most of eMoney’s technology.
