IE Business School is one of the world’s leading higher education institutions, focused on fostering innovation and shaping leaders with a global vision, entrepreneurial spirit and a humanistic approach. With students from 88 nationalities, IE offers programs that integrates 90% of foreign students from 110 countries. The institution has a network of over 55,000 alumni globally, and the Global Alumni Association is present through clubs in all major cities around the world. Within IE, the Business Innovation department provides support and leads innovation projects, offering integrated services focused on improving the institution’s operations with a special focus on the customer journey.
IE’s Business Innovation department constantly searches to innovate and improve their customer’s’ experience, both internal and external. The department’s main internal goal was to improve the Microsoft 365 Dynamics CRM experience. They wanted to enable all users with independent-learning opportunities and a way to more efficiently utilize the platform. IE also wanted to improve the candidate’s online application journey. IE’s aim was to provide students with real-time guidance in a simple but engaging way, ensuring a smooth user experience and accurate data input. They also needed an outlet to promote their programs and events to these external users, and most importantly, to be able to analyze and monitor the usage and success of the content.
IE utilizes WalkMe on Microsoft Dynamics 365 CRM to provide on screen guidance and house a robust in-application help center. They deployed Walk-Thrus, used to lead internal users through workflows, SmartTips, advanced tooltips that provide contextual information, and a rich variety of other resources as documents, videos and tutorials. On IE’s external webiste, WalkMe functions to accompany candidates during processes with specific content that is shown relative to the section that they are on. They leverage Walk-Thrus, Launchers, SmartTips, and other tools to ensure a smooth customer journey and use segmented campaigns to increase conversion.
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 has allowed IE’s global user base to gain autonomy while using the platform on a daily basis. On the external platform, WalkMe enabled IE to increase the website’s usability as well as facilitate its transformation into a simultaneous communication channel. With upwards of 88% of user engagement, IE has seen increased conversion rates and a reduction in the admission departments’ support burden. The addition of WalkMe to the external website was executed in a short period of time, with no need for changes to the underlying website. Overall, WalkMe has allowed IE Business School to ensure an optimal user experience, both internally and externally.