Kaseya transforms Salesforce experience to boost efficiency and scale sales performance with WalkMe

Kaseya is the leading global provider of AI-powered IT management and cybersecurity software, serving internal IT teams and managed service providers around the world. As the business expanded, its sales workflows evolved in scale and complexity, with hundreds of reps navigating Salesforce and managing a growing number of tasks. To simplify how reps engaged with sales processes and better support organizational change, the team adopted WalkMe as a key part of its digital adoption and sales enablement strategy.

With WalkMe, Kaseya now provides real-time, in-app guidance and automates key Salesforce tasks for more than 800 sales reps, including opportunity creation and quoting. These processes are now faster, easier, and more consistent, enabling sellers to focus on deal activity and giving sales managers access to cleaner, more actionable pipeline data.

By streamlining sales workflows, the company is saving an estimated more than $1M annually in productivity costs. These improvements have accelerated rep onboarding, reduced time spent on early opportunity stages, and enabled faster, more consistent quote generation. With over 30 WalkMe solutions supporting opportunity creation alone, the team continues to scale digital adoption as a key part of its CRM and change management strategy.

Kaseya’s global sales team operates in a fast-paced, high-volume environment, managing many deals and tasks each day. As systems evolved and workflows expanded, the organization needed a more intuitive way to enable sellers to complete key tasks such as opportunity creation, quoting, and account planning without taking them away from customer-facing work.

A key area of focus was early opportunity creation: a key step in the sales process. Reps needed to input important deal details during the early sales stages – and without clear guidance, data entry was sometimes delayed, which made it more challenging to maintain early pipeline visibility and consistency.

To help reps navigate complex workflows, sales enablement teams relied on documentation, runbooks (sales best practice playbooks), and training sessions, but these resources were time-intensive to maintain and saw lower than desired adoption rates, resulting in support teams fielding repetitive questions. As Salesforce processes expanded, additional required fields and rules made it harder for reps to complete workflows efficiently and accurately.

Ultimately, Kaseya needed a way to simplify these processes, guide users in real time, and provide support directly in the flow of work, without pulling reps away from the field or waiting on backend changes.This led the team to implement WalkMe to provide just-in-time support and streamline how reps navigate and complete tasks in Salesforce.

Kaseya first used WalkMe to surface runbooks and resources directly in Salesforce, giving reps timely guidance at the moment of need. This simple change dramatically increased engagement and sparked a wider rollout. “We went from 20 views on a runbook to over 650, just by surfacing it at the right time,” said Senior GTM Strategy Analyst, Dario Spina. “That was the moment I realized how powerful WalkMe could be.”

From there, the team built out more than 30 WalkMe solutions to streamline the early opportunity creation process, particularly in Qualification and Discovery stages, where reps had been spending significant time on manual data entry. These solutions simplified input-heavy steps, helped guide reps through required information, and reduced the likelihood of errors or missed fields. “The WalkMe templates were a game changer,” said Dario. “Reps would say, ‘Just hit the template – it fills in half of the fields for you.’ That’s where we saw the biggest time savings.”

As Salesforce processes evolved, WalkMe became a critical part of change management. The team introduced fully automated flows that helped reps complete quoting processes with just a few clicks. Instead of navigating multiple screens or relying on job aid instructions, reps were dropped into the right screen with the right context to keep momentum going. The feedback was immediate. “People were pumped to see something that just worked,” Dario shared. “You didn’t have to learn a new system, you could just follow the flow.”

The team also used WalkMe analytics to drive ongoing improvements. By understanding which steps reps engaged with and where they encountered friction, Kaseya was able to refine content and uncover trends. These insights helped prioritize future builds and ensure continuous optimization of the sales process.

Kaseya has seen measurable impact across its sales organization with its digital adoption strategy. Reps now spend less time updating opportunities and more time moving deals forward and engaging with customers. “WalkMe helped us be more agile. It helped us streamline things and helped the team prioritize bigger projects instead of hot fixes and small configuration changes,” said Dario Spina. Early-stage opportunity creation is now faster, easier to complete, and more accurate. These improvements have led to a 45% reduction in time spent on those stages and more consistent data entry across the pipeline.

“I think the biggest impact of WalkMe is the efficiency it brings,” said Dario Spina. The company is saving more than 22,000 hours annually, translating into over $1M in productivity savings.

Sales leaders also benefit. With more standardized responses and consistent field inputs, pipeline reviews are easier and coaching is more productive. “Reps aren’t left to figure things out on their own,” Dario noted. “They get the guidance they need, exactly when they need it, so they can stay focused and keep moving.”

This level of clarity in sales processes also supports onboarding. New hires ramp faster thanks to a consistent, WalkMe-enabled experience that eliminates guesswork. Instead of relying on varied advice or outdated processes, they follow one clear, structured flow, reducing ambiguity and improving confidence from day one.

Behind the scenes, analytics have become a critical tool for continuous improvement. Kaseya uses WalkMe analytics to understand where reps engage, where they drop off, and what changes drive the most impact. “With WalkMe, we can now see where people are getting stuck in a process and fix it fast,” said Dario. “It makes everything feel more connected and intentional.”

The combined impact of improved workflows, faster onboarding, and better data visibility has not only enhanced day-to-day efficiency, but also strengthened long-term planning and forecasting – giving leadership clearer insights and greater confidence in the pipeline moving forward. As Kaseya continues to expand its digital adoption strategy, the company is well-positioned to drive ongoing innovation and scale across its sales organization.