The Challenge
Convenient training that allows users to learn on demand
In light of of the constant evolution of the energy industry industry and its increasing focus on technology, FMC Technologies wanted to offer a more convenient and effective tool for training and supporting users on its InterServ platform. The goal was to let users learn at their own pace and as they needed to, with training materials and other resources only a click away.
The InterServ team was aso looking for a way to streamline the user interface and improve user engagement—and WalkMe offered a revolutionary tool to do just that.
The Solution
Interactive, instant guidance improves user experience
With WalkMe, training needs are being addressed in a new and interactive way. Users have access to instant guidance from within the InterServ application through Walk-Thrus, Launchers, Shuttles, and other WalkMe tools.
“WalkMe is a critical training tool as we hire new staff,” says Ryan Spangler, FCS Operations Manager. “Remote learning platforms such as WalkMe will decrease our time-to-competency and allow us to introduce new software systems and changes without increasing our need for formal training.”
The Benefits
Training and support burden decreases as users embrace self-serve option
Since implementing WalkMe, the InterServ team has reported a 10 to 15% reduction in training and support requests. They forecast over 60% reduction in formal training needs and support issues.
Over the course of a year, users clicked through 3,178 Walk-Thrus, indicating that they have overwhelmingly embraced self-service training. Walk-Thrus are customizable and responsive: the feedback from InterServ users has helped improve the content of the Walk-Thrus the InterServ site provides.
“WalkMe has been an excellent tool to use to help our users,” says Brianna Barron, InterServ Database Coordinator, FMC Technologies. “All of its solutions are very user friendly, and the support team is nothing short of fantastic!”