Flight Centre implemented WalkMe for Microsoft Dynamics and its online booking system, two business-critical systems that consultants use on a daily basis. Their digital adoption strategy has three main goals: improve process adherence, drive self-service and decrease reliance on support, and reduce training needs.
Before they began building solutions, they hosted internal workshops to engage consultants and get feedback – and, based on these sessions, created a persona, “Avery,” for all of their WalkMe content to make it more relatable and engaging.
From there, the team tackled improvements in the booking process, aiming to reduce completion times and ensure consultants entered accurate data the first time. For example, they built WalkMe solutions that automate 80% of core processes, such as redeeming gift cards – going from 23 clicks to 3 clicks – and solutions that validate consultants select the right insurance suppliers. “With WalkMe, we’ve focused on data quality and prevention workflows. Now, we can understand where consultants may input the wrong information and build solutions that prevent errors before they happen,” said Tucker.
Historically, if consultants encountered system issues or unfamiliar notifications, they would contact support to understand how to resolve them, taking them out of the system and the task at hand. To solve this, the team loaded common notification codes into WalkMe, so that when consultants see one, Avery automatically pops up and tells them how to self-serve the correction, such as refreshing their browser. “We identified five or six really key ticket trends where we see consultants feel the need to contact our support teams, which we actively solve with our digital adoption approach,” said Tucker.
The digital adoption team also uses WalkMe to connect flows across their CRM and the booking platform, ensuring consultants don’t duplicate contacts and that the company can track inbound lead-to-booking conversion. Digital adoption solutions also prompt consultants to ask clients about add-on opportunities, like travel insurance and vacation tours. “We want our consultants to exceed our customers’ expectations and deliver on all of their travel needs. With WalkMe, they spend less time trying to navigate the system and can focus on delivering the best possible outcome to the customer, “ said Tucker.
For its “Big Red Sale” event, the digital adoption team partnered with Flight Centre’s marketing department to create ShoutOuts that appeared on consultants’ screens every day of the sale, so it was top of mind as they engaged with customers. “In just two days, we were able to push out a DAP solution that we knew consultants would see, instead of emails that easily get missed, so we could maximize the initiative. We have the flexibility and agility to serve up content quickly and to the right people,” said Tucker.
The digital adoption team also makes heavy use of WalkMe analytics to better understand trends and engagement to continuously improve. “We don’t want to just train people on things, we want to build solutions that enhance our systems and our team members’ experience. The data we get from WalkMe enhances our ability ability to track and trace and see what’s working and what’s not, so we can deliver on that goal,” said Tucker.