IBM logo

IBM boosts conversion rate and retention rate with digital adoption strategy and WalkMe.

retention rate

6X higher
retention rate

product adoption

300% improvement in
product adoption

customer retention

80%
revenue growth

Due to the complex nature of B2B products, many of IBM’s ground-breaking offerings suffered from user abandonment due to poor or non-existent onboarding experiences and a lack of accessible support. IBM implemented the WalkMe Digital Adoption Platform to provide streamlined, easy-to-use onboarding and support. Since engaging WalkMe, IBM has recorded:

Overall, WalkMe has helped us improve product usage, consumption, and retention by 300%. We’ve been able to reach 80% digital offering revenue growth, which was 2X our target.

Nilanjan Adhya

Chief Digital Officer, IBM

Executive Summary

In recent years, IBM has transformed into a cloud platform and cognitive solutions company offering a range of digital products in addition to being a long time tech leader. Due to the complex nature of B2B products, many of IBM’s ground-breaking offerings suffered from user abandonment due to poor or non-existent onboarding experiences and a lack of accessible support. The company recognized it needed a new digital adoption strategy to boost engagement and, ultimately, sales.

IBM opted to deploy the WalkMe Digital Adoption Platform to aid user onboarding and feature adoption. WalkMe’s in-app guidance helped IBM provide the intuitive experience users were looking for, resulting in improved retention rates from 50% to over 70%. As well, IBM integrated WalkMe with key applications to centralize data and analytics, offering valuable insights into the customer journey. Overall, IBM has seen a 300% improvement in product usage, consumption, and retention since implementing WalkMe.

ibm-video

About IBM

IBM is a leading cloud platform and cognitive solutions company. Restlessly reinventing since 1911, IBM is the largest technology and consulting employer in the world, with more than 350,000 employees serving clients in 170 countries. For more than seven decades, IBM Research has defined the future of information technology with more than 3,000 researchers in 12 labs located across six continents.

Discover More about Employee Training

Thermo Fisher Scientific

Thermo Fisher Scientific boosts employee productivity, software adoption - achieves 2,000% data accuracy improvement

Thermo Fisher Scientific boosts employee productivity, software adoption - achieves 2,000% data accuracy improvement

LinkedIn

LinkedIn supports rapid growth with faster, more efficient use of software, 43% decrease in live training

LinkedIn supports rapid growth with faster, more efficient use of software, 43% decrease in live training

RedHat

Red Hat, a 15,000+ employee company leverages WalkMe for digital adoption across the tech stack

Red Hat, a 15,000+ employee company leverages WalkMe for digital adoption across the tech stack