Cloud accounting leader Nomisma grows client base 300% in 5 months with WalkMe.
314% growth in client base over 5 months using WalkMe
50% drop in support tickets per user
40% lower query resolution time vs. industry expectations
Nomisma’s all-in-one accounting and bookkeeping solution is efficient, cost-effective, and sophisticated—but its breadth of functionality was creating a hefty support burden. The company needed to automate onboarding and facilitate self-service support to improve adoption, provide a better customer experience, and prepare itself to scale up. Since implementing WalkMe, Nomisma reports:
- 314% growth in client base over 5 months using WalkMe
- 50% drop in support tickets per user
- 40% lower query resolution time vs. industry expectations
“
We would not have been able to grow so quickly without the help of WalkMe’s Digital Adoption Platform. It’s a vital tool in our support team’s everyday working life—so much so that it’s built into our everyday working processes.
“
Ash Hall
Director & Product Owner, Nomisma
Executive Summary
Nomisma’s sophisticated cloud-based accounting software offers integrated bookkeeping, payroll, CRM, and other key business services. But its breadth of functionality presented a challenge in terms of user adoption and support requirements.
The company needed a way to automate new customer onboarding so it could scale quickly. And it also needed an effective, self-help support solution to alleviate the pressure on its support team.
Nomisma integrated the full suite of WalkMe DAP solutions into their customers’ everyday processes. WalkMe Insights provided data-driven analytics on customer experience, which highlighted areas for improvement. Most onboarding was automated, providing seamless real-time guidance to accelerate the user’s ability to get up and running. WalkMe also helped to increase feature adoption, and ensured that users received important information at the time of need.
In five months of WalkMe use, Nomisma’s client base grew by 300% and its support tickets fell by 50% per user thanks to the right-time, right-place WalkMe experience.
THE Challenge
Wanted: simplified digital adoption for a complex accounting solution
Nomisma is an all-in-one accounting, bookkeeping, and CRM solution designed for UK companies. Its clientele usually fall into one of two categories: small businesses that do their own books and payroll, and small accountancy practices who act on behalf of those small businesses.
“Those businesses are really all about efficiency,” says Ash Hall, Director and Product Owner of Nomisma. “They haven’t got lots of people to spare. Operations need to be sharp and tight.”
And that’s Nomisma’s value proposition: to offer a single cloud-based, accessible-anywhere solution that replaces a number of disparate apps and tools. Nomisma’s one streamlined application brings a consistent user experience and a reasonable price tag.
“The other key aspect is the level of complexity in our product,” Hall continues. “We’re doing bookkeeping, payroll, year-end accounts, self-assessments. We also have a CRM and practice management system.”
While that breadth of functionality is one of Nomisma’s selling points, it also brought challenges. User adoption was complicated, requiring several hours of training to get the software up and running properly.
At that stage, the company also lacked adequate customer support resources, post-onboarding. “A proportion of our customers are startups, sometimes even part-time businesses,” says Simon Guest, Nomisma CEO. “They’re not heavily staffed so, if left to their own devices, we could expect a huge volume of questions, which really wouldn’t be viable in terms of the frustration-free user experience they want—or the average fee we charge.”
Nomisma needed a way to automate new customer onboarding so the company could scale quickly without having to hire additional staff at the same rate for manual processing. It also needed an effective self-help support solution.
“Self-help is hugely important so that the vast majority of repetitive queries get dealt with by the customer themselves, and right at the point they arise,” says Guest. “That frees us up to engage with them one-to-one for those times that are actually necessary, and where personal help is most appreciated.”
THE Solution
Streamlined onboarding, responsive support, and ‘incredible’ insight
In early 2020, Hall looked to the marketplace to find a tool to help automate and assist with onboarding. “At the time, we were preparing all aspects of our SaaS offering for exponential growth,” he says. “We looked at many providers, but nothing offered anything of the quality of standard that WalkMe did.”
The initial implementation took just two weeks and consisted of a number of on-screen elements to guide and engage users through their journeys, and other onboarding tools implemented directly into Nomisma’s web application.
“Immediately we started using WalkMe to notify users of new features in the product, and then guide them through how to use them,” says Hall. For example, they created automated notifications that triggered step-by-step guidance to help users understand new capabilities. “That enabled us to get the message out there quickly and boost user adoption.”
WalkMe offered much more than onboarding assistance, though. “There were so many more features that enabled us to automate many functions and customer support as well,” Hall says. “Because WalkMe works with the software itself, users can access it in-app whenever they like. They can serve themselves rather than having to contact us.”
WalkMe’s flexibility and ease-of use allows Nomisma to quickly identify and address new customer issues. “We can get our support team, even fairly junior members, to react to queries once we see even the smallest of patterns,” says Hall. “We can set one of our guys off to produce WalkMe content in moments, which just needs a light vet and then can be made live, resulting in immediate impact.”
“That’s in contrast to the old-school way of doing it, where somebody has to go off and create a whole load of content that needs checking and producing,” he says.
Similarly, Hall and his team now use WalkMe Insights to evaluate and improve their product experience, and inform their overall business and products.
“The level of data and product insights we have access to is incredible,” Hall says. “We’re able to see user experiences across all assets we’ve created, where users are getting stuck, and what users are searching for. We can also identify where users are struggling from a product management perspective and plan improvements to the user experience based on data-driven analytics, rather than having to call all users and ask for feedback.”
THE Results
Huge jump in users while support requirements tumble
Within five months of implementing WalkMe, Nomisma’s client base grew by 314%—all while the support tickets submitted plummeted by nearly 50% per customer.
Efficient onboarding was key to managing and facilitating that exponential growth. “WalkMe allows our users to self-serve at their convenience, rather than have us handhold them the whole way through,” says Hall. “This empowers users and offers a much more satisfying experience. While we now spend less time with each user, the time we do spend together is more valuable.”
As Nomisma’s client base grew, Guest was delighted to note that its support department did not—at least, not at nearly the same pace.
“You take on customers, you hope for increased efficiencies and economies of scale,” he says. “But you wouldn’t expect it to move so sharply in the opposite direction. That was pretty compelling, to go from 2.9 average tickets to 1.6. That in itself is probably the most compelling commercial outcome that we got.”
But there were other notable results as well. Customer communication and engagement also increased. “Previously, people just had no idea what was going on behind the scenes of our development plans. We would release features and send out an email that may not be seen,” says Guest. “But now, as soon as customers log in, they see a notification with the exact message that we wanted to give them at that moment in time.”
“The feedback we got was one of appreciation due to the fact that they knew exactly what was going on and we were 10 times more transparent in terms of our communications.”
Having on-demand support available at all times is also a huge benefit to Nomisma’s customers. “We provide active support during normal working hours, but the reality of dealing with a lot of micro businesses and startups is they’re working all hours,” says Guest. “The ability for people to self-help in the intuitive way that WalkMe allows is absolutely key and makes a huge difference.”
Overall, both Hall and Guest agree WalkMe has exceeded expectations. “We originally came to WalkMe for just the onboarding tools and a way of increasing user adoption. In addition to that, we got insights into our user base that we didn’t expect and we got analytical data so that we were able to make better decisions,” says Hall. “It was over and beyond.”
“From implementation through to getting it live only took two weeks and the level of return on investment was just incredible in terms of user adoption,” says Hall. “From my perspective, the biggest point is the fact that we were able to scale so quickly without hiring new staff in a short space of time which, having worked in a few different software companies, is not usually possible.”
About Nomisma
Nomisma is a leading cloud accounting suite built for accountants and bookkeepers. Based in the UK, Nomsima offers a full range of accounting tools, from bookkeeping through payroll, accounts production, tax return production, and company secretarial backed by a robust CRM system.
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