Playlist scales global support and elevates employee satisfaction with workflow automation

Playlist, a leader in wellness technology platforms, supports millions of health and fitness consumers and business owners through systems like Mindbody, Booker, and ClassPass. As the company evolved its internal technology stack following a major business transformation, the customer experience operations team needed a way to scale support globally, equip frontline agents to manage policy-driven, multi-step processes directly in Salesforce, and maintain accurate data for leadership.

To support this shift, Playlist turned to WalkMe to drive scalable operations and gain real-time insight into how support processes are performed. With WalkMe, the team now automates subscription changes, guides agents through policy-based decision logic, and ensures accurate data flows directly into executive dashboards. These efforts have earned a 90%+ employee satisfaction rating for key automated processes and helped the team optimize support, improve accuracy where it matters most, and ultimately, better serve its customers.

Playlist has pursued certain internal overhauls over the years, including: introducing a new Salesforce instance, a revamped billing platform, and updated API integrations to modernize how the company delivered services and managed customer experiences.

As part of this transformation, responsibilities previously handled by small, specialized teams were transitioned to the frontline support team, equipping them to serve customers more efficiently and reduce handoffs across departments. These team members were empowered to take on more advanced tasks, including managing subscription changes, account transitions, and contract permissions. At the time, a customer request often required navigating a long checklist that agents had to manage manually. One example was the subscription change process, which required reviewing several different fields and policies across systems.

“There are a dozen validations in play for something like a package change, since it involves contracts, permissions, user roles, and renewal timelines,” said Chris Ames, Senior Manager, CX Operations, Playlist

Many of the processes agents now handle, such as modifying customer subscriptions or validating account changes, involve a range of detailed steps and decision points. Before automation, agents had to navigate multiple systems and interpret documentation to complete a task correctly, often resulting in delays and inconsistencies based on experience level.

Recognizing this complexity, the team looked for ways to better support agents in their day-to-day work. Rather than relying on extensive documentation or escalations, the team needed a way to simplify routine tasks and make guidance available directly in the flow of work. Their goal: help agents complete tasks more efficiently and consistently – while freeing up time to focus on delivering service and value to customers.

To support its agents, Playlist embraces an automation-first approach to its digital adoption strategy. Their focus is on simplifying task completion and reducing reliance on static documentation and manual checks.

The team introduced real-time, in-system guidance using WalkMe to help agents move confidently through these processes. This approach eliminated guesswork and ensured each step aligned with internal policies and logic. It also makes onboarding easier by giving new agents access to the same structured guidance and reducing the time it takes to become proficient on both the system and Playlist’s best practices.

The team tailors guidance by role and function and integrates with their identity provider (IDP) to enable robust segmentation and analytics. This strategy not only improves execution and onboarding, but also enables the team to support more business functions with the same resources. “A lot of our success comes from building and expanding automation with WalkMe,” says Andrew Cloud, Business Operations Specialist, Playlist. “It’s allowed us to do more, support more teams, and scale”.

By combining automated validations and segmentation, the team redesigned key internal processes so agents can now manage subscription changes with step-by-step guidance and guardrails that check data in real time and route them to the right outcome, without relying on personal interpretation or escalating requests. The team uses WalkMe analytics and survey insights to understand where users struggle, what content is underused, and which flows should be retired, improved, or rebuilt to better meet user needs.

Together, these efforts not only ensure consistency at scale, but also allow the CX team to confidently take on more responsibilities, support more teams, and sustain a high level of service across the business.

Agents at Playlist can now execute and manage internal workflows with significantly more ease and precision than before. Tasks that once required manual effort across multiple systems are now completed more efficiently, helping reduce delays and dependency on others.

This improvement has also helped eliminate the need for documentation or escalation when completing processes accurately. Agents are able to resolve issues faster and focus on delivering value to customers.

The organization uses WalkMe to automate routine tasks, help agents complete work faster, and streamline handoffs between internal teams by standardizing how processes are executed. This directly improves productivity, enhances the customer experience, and helps protect revenue. Because agents enter information through structured, guided workflows, the data captured in Salesforce is consistent, complete, and ready for use. That data feeds into dashboards and reports used by leadership to plan resources, assess performance, and respond quickly to customer needs. With real-time validation in place, teams spend less time reviewing or correcting data and more time making confident, timely decisions.

“The data our team inputs goes straight into dashboards seen at the executive level. We’re able to trust it because WalkMe enforces validation at the point of entry,” Ames highlights.
Playlist’s main automation flow also receives consistently positive feedback from agents. With a 90%+ satisfaction rating, WalkMe is both effective and well received. The team’s ability to act on analytics is a key part of what makes this possible. By regularly reviewing usage data and survey feedback, they can identify which solutions are working well, where users may be dropping off, and what should be improved, rebuilt, or retired. This ensures automations stay aligned with actual user needs and continue delivering business value.

Cloud notes, “It’s not just that the automation works. It’s that agents actually appreciate it. They’re faster, more confident, and not afraid of breaking something.”

Looking ahead, Playlist plans to build on its success by identifying additional opportunities to streamline work, reduce complexity, and empower teams with automation where it can make the greatest impact.