WalkMe supports LinkedIn’s rapid growth by enabling faster, more efficient use of existing software tools.

THE Challenge

The need to move from white glove to scalable HR self-service

LinkedIn invested in a comprehensive HCM software to meet their human capital and expense management needs.

“People were relying on white-glove service from our HR team”, says Vianne Sha, HR Information Technology Director at LinkedIn. “This worked when we were in startup mode, but as we grew, this became unsustainable. We wanted to improve self-service, and empower the managers and employees using our HCM to perform transactions themselves”. LinkedIn needed a way to increase effective use of the HCM, without taking employees away from their jobs to learn how to do it.

THE Solution

Helping employees use existing tools better, faster, stronger

The company looked to WalkMe’s Digital Adoption Platform, a scalable solution that would integrate directly into LinkedIn’s HCM provider, making information more discoverable and available right at the point of need, even as the company continues to grow.

LinkedIn’s HRIT team identified the top 36 transactions with the application (including job description creation, contact information updates, hire and termination, and more) and designed custom Walk-Thrus to guide users through each one. These intuitive directions help users complete complex transactions in real time without training from the HRIT team.

LinkedIn also implemented SmartTips to provide contextual guidance—further helping managers and employees answer simple questions, without ever leaving the application.

THE Results

The right information, just when it’s needed

Post-implementation, employees working within LinkedIn’s HCM software are using Walk-Thrus and SmartTips to access the help they need, where they need it.

“Employees want something easy on-screen to get them through the process and answer questions at specific parts of the process,” explains Vianne. “It’s great that WalkMe provides us with this variety of support options to meet our employees’ needs.”

In the past year, LinkedIn’s HCM adoption has grown in partnership with WalkMe:

• 9,100 employees interacted with WalkMe content
• 36 process-oriented Walk-Thrus were played a total of ~1,500 times, and help users learn how to complete complex transactions
• 50 quick and easy SmartTips have been accessed by over 8,000 employees and viewed almost 284,000 times, resulting in productivity savings

By enabling instant self-service support, LinkedIn is increasing employee productivity and keeping pace with both user needs and technology.

THE Challenge

The need to achieve software proficiency to maximize sales ROI

LinkedIn’s Sales Insights team developed an exciting and fast-evolving sales insight tool to empower their sales organization. The rapid growth of the sales team and the constant development of the tool, however, meant reps weren’t taking full advantage of the technology.

“Our reps would ask us to build more functionality into the tool, and we’d say, ‘you already have it, you just haven’t found it yet,” says Pascal Ezaki, Insights Program Manager at LinkedIn. “And even when they got more comfortable with the tool, they often hadn’t mastered its advanced functionality.”

The challenge for the Insights team was clear: how could sales reps immediately engage with the tool to unlock the full capabilities of the technology, without increasing training or impacting productivity?

THE Solution

Unexpected solutions to frustrating challenges

Implementing WalkMe’s Digital Adoption Platform provided the solution. WalkMe allows LinkedIn’s Insights team to develop self-serve feature-specific training to educate new and existing users, while alleviating the burden on training and support personnel. Features such as WalkMe Walk-Thrus, ShoutOuts, and integrated videos drive awareness about features and encourage their immediate adoption.

Additionally, the Insights team can use WalkMe to create product workarounds without requiring support from their busy engineering department. In one scenario, users were regularly encountering an error message. The simple addition of a WalkMe button quickly eliminated incoming support tickets. “WalkMe allows us to be flexible…we can get creative, we have alternatives,” Pascal says. “It has allowed us to step up our game in terms of providing the necessary resources for our reps to be able to do their job more effectively.”

WalkMe has also been instrumental in collecting real-time feedback from LinkedIn’s employees, by allowing on-screen surveys directly in product, which dramatically increased feedback submissions over pre-existing survey tools.

THE Results

The right information, just when it’s needed

By incorporating WalkMe into its strategy for growth and scale, LinkedIn sales representatives benefit from real-time access to information. “Employees get the information when they need it, as opposed to sitting through a mandatory training session that might not be pertinent to them,” says Pascal. “All around, this is providing our employees with a better experience.”

Importantly, the company can be confident that its growing sales team is taking full advantage of the sales insight tool. “Everyone now knows that when they see a new feature, they have all the resources they need to make the best of it,” explains Pascal.

LinkedIn’s digital adoption strategy is proving successful. Over the past year:

• 7,000+ unique users interacted with WalkMe, and 74% of all users interacted with WalkMe more than once
• 25 Walk-Thrus were created and played over 20,000 times
• ~43% decrease in required in-person training time, as employees could access WalkMe’s guidance on-demand when needed from within the product

LinkedIn’s culture of innovation and agility drives a constant need to get full utility from every tool, to be always ready for expansion and to keep pace with user needs and evolving technology. WalkMe is one tool helping LinkedIn achieve operational efficiency and continue its path of constant improvement and growth.