Employment Hero uses WalkMe to boost productivity, engagement, and feature adoption

Engagement with feature announcements has increased from 16% to 34%
50% of cross-sell leads in a single quarter were generated by WalkMe content
Employment Hero created a robot mascot called 'HaRi' to personify WalkMe's in-app guidance

Employment Hero first adopted WalkMe’s Digital Adoption Platform as an onboarding and user guidance tool—but it has become so much more. The company now uses WalkMe to introduce new features, launch campaigns, and grow their existing customers. 

Since implementing WalkMe, Employment Hero reports:

  • 50% of cross-sell leads in a single quarter were generated by WalkMe content
  • Engagement with feature announcements has increased from 16% to 34%
"Having a way to communicate with our end users and our administrators while they’re in the product is really exciting. WalkMe lets us cater our messaging to the right audience and hit them at the right time."
~ Annabel Thompson
Senior Customer Marketing Executive for Employment Hero

Executive Summary

Employment Hero is Australia’s first fully integrated HR, payroll and employee benefits platform, designed to give SMEs the tools to be more compliant, efficient, and effective in their people management practices. The company wanted to create a seamless, personalized onboarding process that highlighted the full breadth of the platform, without over-taxing its development team. As well, Employment Hero wanted to empower customers with self-service help options—and reduce the amount of tickets submitted to the support team. 

The company turned to WalkMe for an all-in-one in-app onboarding, guidance, and support solution. Now, new users are introduced to the Employment Hero platform intuitively and organically, as they work through various processes step by step. Employment Hero can now communicate product issues in real-time, contextually announce new product features, provide self-service customer support, and launch targeted campaigns quickly. The result is increased user engagement, feature adoption, and cross-sell opportunities.

"Having a way to communicate with our end users and our administrators while they’re in the product is really exciting. WalkMe lets us cater our messaging to the right audience and hit them at the right time."
~ Annabel Thompson
Senior Customer Marketing Executive for Employment Hero

Employment Hero first adopted WalkMe’s Digital Adoption Platform as an onboarding and user guidance tool—but it has become so much more. The company now uses WalkMe to introduce new features, launch campaigns, and grow their existing customers. 

Since implementing WalkMe, Employment Hero reports:

  • 50% of cross-sell leads in a single quarter were generated by WalkMe content
  • Engagement with feature announcements has increased from 16% to 34%

Executive Summary

Employment Hero is Australia’s first fully integrated HR, payroll and employee benefits platform, designed to give SMEs the tools to be more compliant, efficient, and effective in their people management practices. The company wanted to create a seamless, personalized onboarding process that highlighted the full breadth of the platform, without over-taxing its development team. As well, Employment Hero wanted to empower customers with self-service help options—and reduce the amount of tickets submitted to the support team. 

The company turned to WalkMe for an all-in-one in-app onboarding, guidance, and support solution. Now, new users are introduced to the Employment Hero platform intuitively and organically, as they work through various processes step by step. Employment Hero can now communicate product issues in real-time, contextually announce new product features, provide self-service customer support, and launch targeted campaigns quickly. The result is increased user engagement, feature adoption, and cross-sell opportunities.

Executive Summary

Employment Hero is Australia’s first fully integrated HR, payroll and employee benefits platform, designed to give SMEs the tools to be more compliant, efficient, and effective in their people management practices. The company wanted to create a seamless, personalized onboarding process that highlighted the full breadth of the platform, without over-taxing its development team. As well, Employment Hero wanted to empower customers with self-service help options—and reduce the amount of tickets submitted to the support team. 

The company turned to WalkMe for an all-in-one in-app onboarding, guidance, and support solution. Now, new users are introduced to the Employment Hero platform intuitively and organically, as they work through various processes step by step. Employment Hero can now communicate product issues in real-time, contextually announce new product features, provide self-service customer support, and launch targeted campaigns quickly. The result is increased user engagement, feature adoption, and cross-sell opportunities.

THE
Challenge

Improving overall product engagement, onboarding, and support

Employment Hero strives to make employment easier and more rewarding for SMEs and their employees. Its affordable cloud-based HR and payroll platform enables businesses to better manage employee information, benefits, scheduling and much more—in effect giving them access to the kind of software and services often only available to large corporations. 

To achieve its mandate, the Employment Hero platform has to be accessible and easy to use, and with over 150,000 active users, that was a challenge. “Our clients were able to get into the system and understand the basic functionality, but anything beyond that was more difficult” says Josh Di Giovani, Education Manager at Employment Hero. “We were seeing a lot of users getting stuck in the same places, then logging a ticket with support to resolve which was a cause for frustration” 

Intercom, the in-app chat provider that Employment Hero was using, wasn’t meeting the company’s needs in terms of guidance or user experience, particularly when it came to onboarding. 

“We wanted a self-service training tool that would introduce people to our organization, help our clients go through the system organically, and start learning specific features and functions,” says Di Giovani. He wanted an in-app onboarding and user guidance tool that would replace Employment Hero’s traditional training videos and live chat options, which were less intuitive and efficient.

“We also wanted to be more agile” says Di Giovani, “to have the ability to quickly identify where our users might be having trouble within the platform, and to then have the ability to design a fix or add guidance for that specific issue.”

THE
Solution

In-app assistance for administrators and users

WalkMe’s Digital Adoption Platform adds an invisible overlay to software-as-a-service products, offering real-time guidance and tips exactly where users need the information. This was precisely what Employment Hero was looking for, both for onboarding and for delivering ongoing tips and training.

Before implementing WalkMe, Di Giovani interviewed Employment Hero customer success managers to identify 20 onboarding topics that most customers would need assistance with. 

“We discussed what steps new clients would need to follow so they could implement our platform on their own,” Di Giovani says. Using WalkMe, those topics provided the basis for Smart Walk-Thrus (balloon-based, step-by-step guidance). 

“We realized we can add a lot of support options within our platform using WalkMe, without needing our developers in the building,” he says. “We also use Launchers to pop up specific messages to give people an understanding and expectation of what the product does,” he says. Di Giovani and his team also use ShoutOuts (in-app notifications) for communication and release notes, and to develop and launch targeted campaigns.

Branding a unique customer experience

To replace repetitive processes with a single click, Di Giovani used WalkMe Automation, which uses an intuitive, drag-and-drop interface to create automations. As he did so, he began to think about the best way to introduce WalkMe’s functionality to users. “I had the idea that it would be nice to have a little figure or an icon to interact with the users,” he says. “And that’s where the idea of HaRi came from.”

“HaRi” (the name combines two acronyms: HR and AI), is a robot mascot Employment Hero developed to be the face of WalkMe’s in-app guidance—the in-app trainer that users know they can turn to any time they have questions. 

“We wanted our mascot to be something people could really engage with,” says Annabel Thompson, Senior Customer Marketing Executive Employment Hero. “HaRi has become recognizable and is now an authority figure when it comes to the product—the first port of call for users, instead of support.” 

Beyond their in-product experience, HaRi also now appears in customer blogs and on their social media channels to create a seamless face to customer engagement at Employment Hero. “We use HaRi imagery in our marketing content, though it’s not directly related to the WalkMe function,” says Thompson. “We’re trying to familiarize prospective customers with HaRi so they’re more likely to click on it when they do get into the app.”

HaRi' is a mascot Employment Hero developed to be the face of WalkMe’s in-app guidance
HaRi’ is a mascot Employment Hero developed to be the face of WalkMe’s in-app guidance
See HaRi in Action

THE
Benefits

Improved agility and customer engagement, increased lead generation

WalkMe has tangibly changed how customers engage with Employment Hero. “When we showed people how a new feature works using WalkMe, we saw the adoption rate go through the roof,” says Di Giovani. In fact, since implementing WalkMe, feature announcement click-through rates have increased from 16% to 34%.

Employment Hero has also seen success by using Launchers for customer growth campaigns. Between July and September 2019, more than 50% of cross-sell leads were generated by WalkMe content.

“Having a way to communicate with our end users and our administrators while they’re in the product is really exciting,” says Thompson. “WalkMe lets us cater our messaging to the right audience and hit them at the right time. From an optimization perspective, now we have the ability to see how many people are clicking on what and what they’re doing next.”

Di Giovani says WalkMe has provided the flexibility and agility he was looking for. “For example, if our platform does go down, we have Launchers and messages that go out to everyone instantly,” he says. “And if sales want to develop a new campaign targeting a new audience, or if there’s something the leadership team has just thought of, we can usually run with it.”

Users are engaging well with HaRi, and the mascot’s presence is expanding. Di Giovani has plans to rebuild the Employment Hero knowledgebase and have HaRi be the guide. “We’re also going to drop pictures of HaRi throughout our platform, and so when users click on them, a Walk-Thru will initiate,” he says. “It’s an Easter egg hunt, but it will bring users to guidance on functions we want them to learn.”

Overall, Employment Hero users will be seeing more and more evidence of WalkMe–as personified by HaRi—in the future. “We’ll be developing more Walk-Thru instruction guides and more in-app messaging and communication, and really building the community within our platform,” says Di Giovani.

About Employment Hero
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