NAFR Trains Hundreds of Volunteers, Enjoys Seamless Digital Transformation with Walk

Onboarding time reduced by 70%
75% Decrease in support requests
Seamless transition from Microsoft 365 to Cloud

The National Association of Federal Retirees, one of Canada’s largest non-profit groups, relies on hundreds of part-time volunteers to offer its community services. Challenges in training those volunteers on a new platform, however, were threatening the efficiency of those services.

By implementing WalkMe’s intuitive onboarding tools, Federal Retirees was able to proceed with its technology upgrade, while enjoying:

  • Onboarding time reduced by 70%
  • 75% decrease in support requests
  • Seamless transition from Microsoft Dynamics to Microsoft Dynamics 365
“WalkMe has become our first step in training new volunteers as well as retraining regular and occasional volunteers in Microsoft Dynamics CRM. It’s the perfect tool for getting familiar with the system, as well as getting a refresher on less common tasks. Best of all, WalkMe helps the work get done. It’s far more effective than asking someone to watch a video or read a how-to.”
~ Alex Charette
Client and IT Support Services Associate, National Association of Federal Retirees

Executive Summary

Over 800 volunteers help the National Association of Federal Retirees advocate for and assist the association’s 180,000 members Canada-wide. Training those volunteers on the Microsoft Dynamics 365 platform was a time-consuming process, resulting in dozens of support requests per week, and thousands of in-person training hours annually. The organization needed a way to simplify the platform and guide volunteers through its use, frustration free.

By implementing WalkMe on its CRM, the association was able to offer its volunteers self-serve support in real-time, exactly when and where they needed it. This empowered volunteers to confidently continue their work—without needing to call support. Training time was reduced by 71%; new features were adopted quickly, enhancing the user experience for board members, volunteers, and the broader membership.

“WalkMe has become our first step in training new volunteers as well as retraining regular and occasional volunteers in Microsoft Dynamics CRM. It’s the perfect tool for getting familiar with the system, as well as getting a refresher on less common tasks. Best of all, WalkMe helps the work get done. It’s far more effective than asking someone to watch a video or read a how-to.”
~ Alex Charette
Client and IT Support Services Associate, National Association of Federal Retirees

The National Association of Federal Retirees, one of Canada’s largest non-profit groups, relies on hundreds of part-time volunteers to offer its community services. Challenges in training those volunteers on a new platform, however, were threatening the efficiency of those services.

By implementing WalkMe’s intuitive onboarding tools, Federal Retirees was able to proceed with its technology upgrade, while enjoying:

  • Onboarding time reduced by 70%
  • 75% decrease in support requests
  • Seamless transition from Microsoft Dynamics to Microsoft Dynamics 365

Executive Summary

Over 800 volunteers help the National Association of Federal Retirees advocate for and assist the association’s 180,000 members Canada-wide. Training those volunteers on the Microsoft Dynamics 365 platform was a time-consuming process, resulting in dozens of support requests per week, and thousands of in-person training hours annually. The organization needed a way to simplify the platform and guide volunteers through its use, frustration free.

By implementing WalkMe on its CRM, the association was able to offer its volunteers self-serve support in real-time, exactly when and where they needed it. This empowered volunteers to confidently continue their work—without needing to call support. Training time was reduced by 71%; new features were adopted quickly, enhancing the user experience for board members, volunteers, and the broader membership.

Executive Summary

Over 800 volunteers help the National Association of Federal Retirees advocate for and assist the association’s 180,000 members Canada-wide. Training those volunteers on the Microsoft Dynamics 365 platform was a time-consuming process, resulting in dozens of support requests per week, and thousands of in-person training hours annually. The organization needed a way to simplify the platform and guide volunteers through its use, frustration free.

By implementing WalkMe on its CRM, the association was able to offer its volunteers self-serve support in real-time, exactly when and where they needed it. This empowered volunteers to confidently continue their work—without needing to call support. Training time was reduced by 71%; new features were adopted quickly, enhancing the user experience for board members, volunteers, and the broader membership.

THE
Challenge

Getting hundreds of volunteers to adopt, and adapt to, a new platform

As one of the largest non-profit organizations in Canada, the biggest challenge Federal Retirees faces is training and supporting the work of 800 volunteers at 80 branches across the country. Onboarding and training the volunteers, who are mainly retirees, on the Microsoft Dynamics 365®  platform became a bottleneck in the organization’s mission to transform how the part-time volunteers support the organization’s members in their communities.

Prior to implementing WalkMe, Federal Retirees received over 40 support questions weekly around usability and processes. This amounted to over 2,000 training hours annually in both phone support and in-person training sessions across the country. Moreover, the organization regularly incurred in excess of 16 hours of work for onboarding new volunteers monthly.

THE
Solution

Real-time guidance facilitates self-service support

The organization’s primary challenge required a solution to simplify Microsoft (MS) Dynamics and accelerate user adoption. By adding WalkMe to their CRM, Federal Retirees’ volunteers now have contextual and real-time guidance to provide support to members as well as manage branch accounting.

WalkMe applications like permalinks in Walk-Thrus, SmartTips, Launchers, and ShoutOuts also aid in error proofing, logic, and validation in MS Dynamics. SmartTips and ShoutOuts provide contextual guidance for their volunteers to leverage real-time in-application self-help. Additionally, with the help of WalkMe’s Launchers, volunteers can now quickly access reports in the CRM that improve service and build member engagement.

Simplified and consistent branch accounting

The organization now uses WalkMe’s training webinars, live guides, and Launchers to help navigate bookkeeping and build new features into MS Dynamics. Furthermore, as part of the solution, WalkMe built a shuttle for their Board of Directors to easily access their directory with a click of a button.

THE
Benefits

Sharply reduced training time and support needs

With the introduction of in-product support, Federal Retirees reduced  training time by 70% and decreased support time by 75% for both new and existing volunteers—while improving the member experience. The widespread acceptance of WalkMe in MS Dynamics by the volunteers made it easy for the organization to transition to MS Dynamics 365.

Knowing the value of moving all users to MS Dynamics 365, WalkMe has made it easy for Federal Retirees to communicate new features and to boost user experience to its full capacity.

Seamless digital transformation with WalkMe

When unforeseen challenges arise, volunteers and trainers refer to WalkMe applications for quick and efficient solutions. With the implementation of WalkMe, transitioning to MS Dynamics and then from MS Dynamics to MS Dynamics 365, became a seamless digital transformation experience for the dynamic workforce behind the National Association of Federal Retirees.

About National Association of Federal Retirees
More Like This

WalkMe is helping Thermo Fisher Scientific achieve our mission of being the world's leading digital science company, so that...

"As a tech company, it’s very tempting for us to say, “We can build it ourselves,” but this would...

"WalkMe is an invaluable solution that makes Oracle Sales Cloud easy to use for our 6,000 users. Implementation was...

Advertisement