LeaseAccelerator slashes training costs by 75%, improves customer experience, and creates new revenue stream with WalkMe

THE SOLUTION

An intuitive, customer-centric learning and digital adoption strategy

LeaseAccelerator uses TeachMe — a WalkMe capability that packages WalkMe experiences into intuitive, formal learning modules to simplify onboarding, drive knowledge retention, and expedite time-to-competency within the flow of work — as the foundation of its LeaseAccelerator University, which LeaseAccelerator has since monetized.

Training happens within the app itself, making it more easily accessible and practically applicable; users get the “theory” via modules and can immediately apply and practice the theory within the platform. This center of excellence lets users certify on the platform while learning critical lease accounting skills.

LeaseAccelerator initially purchased WalkMe to bring its onboarding and training out of the LMS and directly into the LeaseAccelerator application. To begin, the company’s learning team converted existing training assets into WalkMe Resources (quick links to assets) and Smart Walk-Thrus (guided tours). In just 9 months, LeaseAccelerator migrated and transitioned 400+ hours of learning content to WalkMe, implemented TeachMe, and was able to fully sunset the LMS.

“We used WalkMe and TeachMe to move from the traditional LMS training approach to a more customer-centric, in-app digital adoption strategy,” Wurtz says. “And, we use those same tools internally, for employee onboarding. For us, WalkMe gives us the total experience: customer and internal adoption and engagement.”

Now, as soon as a new customer signs up for LeaseAccelerator’s platform, WalkMe content is immediately available. Onboarding on the LeaseAccelerator app is accessible, accurate, and seamless. Most notably, users can learn processes and familiarize themselves with the platform in their preferred learning modality – be it system documentation, animated videos, or step-by-step guidance.

Users can watch process specific animated explainer videos, without leaving the app and find answers to questions as they arise. To personalize the learning experience, LeaseAccelerator branded its WalkMe content “Alex,” a welcoming and knowledgeable concierge.

Wurtz and the Customer Experience team use WalkMe Insights (analytics) to analyze user behavior patterns and quickly identify customer pain points, enabling the team to address issues promptly (and sometimes proactively), without requiring engineering or development resources.

For example, “Special Characters” are allowed in some LeaseAccelerator form fields, but not in others. With Insights, the LeaseAccelerator team noticed that customers were struggling to understand these requirements – and this user confusion led to repetitive support tickets. Wurtz and the Customer Experience team quickly built and deployed validation SmartTips that reinforce the correct behavior.

Now, even if users make a mistake, they’re immediately redirected. As a result, the customers don’t experience unnecessary delays and LeaseAccelerator alleviates the burden on its support team. TeachMe also includes analytics that help the team measure learning effectiveness and continuously optimize their learning materials.

WalkMe has also become part of their Operational Customer Communication strategy, augmenting the traditional email campaign. Instead of relying on emails that might get lost in inboxes or requiring significant development resources to build in-app communication, WalkMe enables LeaseAccelerator to communicate with users quickly and effectively, when and where the customer needs information.

“Investment in digital adoption extends our reach and deepens our relationship with our customers. We use WalkMe to alert customers to new features, product changes, planned downtime, and more – directly in the application,” says Wurtz.

Further, Wurtz plans to use additional WalkMe features to target users with the right content at the right time. “Now that we have behavior-based segmentation, we’ll soon be able to proactively boost sales and retention by encouraging engagement based on known user behavior,” Wurtz says.

THE BENEFIT

Significant cost savings, competitive advantage, and skyrocketing customer and employee satisfaction scores

LeaseAccelerator now provides in-app training to over 6,000 business users — over 4x the number of users it could serve with its traditional LMS solution – and with WalkMe, they have a scalable, flexible solution that can keep pace with their growth and customer experience demands. And customers have noticed.

“Customers and end users are excited to see the changes in our product, due in large part to our ability to meet them where they are, to identify the pain points via Insights, and respond quickly,” says Wurtz. “The response has been outstanding.”

Since implementing WalkMe, LeaseAccelerator reports a 99.4% customer retention rate, the company’s NPS score has increased by 53 points, and certified customer experience surveys are trending at 100% positive. (They were also recognized as a Finalist in the Innovative Company Category for Customer Experience in WalkMe’s Realizer Awards 2022.)

“Our mission is to enable compliance for our customers,” says Wurtz. “WalkMe has opened the door to direct customer communications. We now have a direct line to communicate change, prevent mistakes, explain calculations, and guide the user step-by-step to success.”

The customer experience and product improvements have also been applauded by LeaseAccelerator’s executive team.

“Our ability to quickly respond to changes has made our existence within the company invaluable,” says Wurtz. “Stakeholders in every vertical call on us to address issues that they aren’t immediately able to solve – and we’re able to meet or exceed their expectations in short order and at no additional cost.” The team has tapped into WalkMe for training on new releases, proactive nudging for underused features, as well as marketing and operational communications.

“Our digital adoption strategy — WalkMe and TeachMe — has become a revenue stream,” she says. “It costs only 25% of our previous customer onboarding solution, requires less than half the resources to manage, and we’ve been able to create a competitive advantage our sales team is excited to talk about.”