IE Business School Optimizes Use of Microsoft Dynamics 365 with On-Screen Guidance, In-App Help Center

82% Internal Employee Engagement
88% External User Engagement
30% Reduction in Support Burden

IE Business School partnered with WalkMe to optimize the use of Microsoft Dynamics 365 by its employees. After implementing real-time guidance and establishing an in-app help resource centre, IE saw:

  • 82% Internal Employee Engagement
  • 30% Reduction in Support Burden
"WalkMe has helped us streamline communication across internal and external platforms: in our CRM as a knowledge provider and on the online application platform as an on-the-spot engagement tool. WalkMe has been integral in reducing support costs while driving user engagement and adoption."
~ Andreea Ionita
Business Innovation, IE

Executive Summary

IE Business School, a leading higher education institute with a broad international student base, was seeking to improve their internal user experience. They wanted to implement a solution that would guide employees within Microsoft 365 CRM without increasing the burden on support.

IE partnered with WalkMe to implement an easily accessible in-application help center plus on-screen contextual support for all its Microsoft 365 CRM users. After rolling out WalkMe, IE Business School saw 82% internal employee engagement and a 30% overall reduction in support requests.

"WalkMe has helped us streamline communication across internal and external platforms: in our CRM as a knowledge provider and on the online application platform as an on-the-spot engagement tool. WalkMe has been integral in reducing support costs while driving user engagement and adoption."
~ Andreea Ionita
Business Innovation, IE

IE Business School partnered with WalkMe to optimize the use of Microsoft Dynamics 365 by its employees. After implementing real-time guidance and establishing an in-app help resource centre, IE saw:

  • 82% Internal Employee Engagement
  • 30% Reduction in Support Burden

Executive Summary

IE Business School, a leading higher education institute with a broad international student base, was seeking to improve their internal user experience. They wanted to implement a solution that would guide employees within Microsoft 365 CRM without increasing the burden on support.

IE partnered with WalkMe to implement an easily accessible in-application help center plus on-screen contextual support for all its Microsoft 365 CRM users. After rolling out WalkMe, IE Business School saw 82% internal employee engagement and a 30% overall reduction in support requests.

Executive Summary

IE Business School, a leading higher education institute with a broad international student base, was seeking to improve their internal user experience. They wanted to implement a solution that would guide employees within Microsoft 365 CRM without increasing the burden on support.

IE partnered with WalkMe to implement an easily accessible in-application help center plus on-screen contextual support for all its Microsoft 365 CRM users. After rolling out WalkMe, IE Business School saw 82% internal employee engagement and a 30% overall reduction in support requests.

THE
Challenge

Optimize employee utilization of Microsoft 365 Dynamics CRM

IE Business School’s Innovation department constantly searches to innovate and improve the experience of internal employees on the software they use every day.
After evaluating the employee experience engaging with Microsoft 365 Dynamics CRM, the Innovation department set out to provide all users with independent learning opportunities and enable them to more efficiently utilize the platform.

THE
Solution

Real-time guidance complemented by a central hub for help resources

On Microsoft Dynamics 365 CRM, IE implemented WalkMe to provide on-screen guidance, and to house a robust in-application help center. They deployed Smart Walk-Thrus to guide employees through various workflows, SmartTips to provide contextual information on-screen, and a variety of easily accessible resources, documents, videos, and tutorials to augment the learning and support experience.

THE
Benefits

Improved user experience, reduced support and training requirements

After implementing WalkMe on Dynamics 365 CRM, IE managed to reduce support and training hours for main processes, while employee engagement on the platform rose to 82%. WalkMe empowered IE’s global employee base to achieve a higher level of autonomy using the platform on a daily basis.

Overall, WalkMe has allowed IE Business School to establish an optimal, frustration-free user experience, with minimal effort to create and maintain content, for its employees internally, increasing productivity.

About IE Business School
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