WalkMe streamlines Quest Diagnostics migration to new HR platforms.
Performance review completion rate increased from 78% to 99.8%
98.4% user engagement rate with WalkMe
Reduced support desk requests
Quest Diagnostics is the world’s leading provider of diagnostic information services with more than 46,000 employees internationally. Managing recruiting, performance reviews, onboarding, data collection, and other HR processes is a large and complex job—especially when a new platform is introduced. Quest turned to WalkMe to assist with guided learning as it adopted Cornerstone OnDemand and Oracle HCM Cloud. After implementing WalkMe, Quest reported:
- Performance review completion rate increased from 78% to 99.8%
- 98.4% user engagement rate with WalkMe
- Reduced support desk requests
“
If WalkMe wasn’t there, people would depend on their VPs or the service desk for information. We would need more training sessions and longer documentation. Now, people can self-serve and they’re happier with the experience.
“
Aimee Pasia
Senior HRIS Analyst, Quest Diagnostics
Executive Summary
Quest Diagnostics is passionate about empowering people to take action to improve health outcomes. To drive innovation for their customers, they must also innovate internally for their employees, providing the best systems, processes, and resources.
To provide their employees with the best experience, Quest Diagnostics recently implemented Cornerstone OnDemand and transitioned from PeopleSoft to Oracle HCM Cloud. With two new HR-related platforms, they needed a solution to help users transition, optimize the new systems, and maintain productivity.
Quest turned to WalkMe’s Digital Adoption Platform to create a seamless transition. WalkMe allowed Quest to customize in-app experiences that help users quickly adapt and complete new HR processes. WalkMe also provided management teams with visibility into user behavior that informs future improvements.
The Challenge
Optimizing talent management software
Quest Diagnostics uses Cornerstone OnDemand daily for talent management, including external and internal recruiting, onboarding, compliance training, performance reviews, and planning. The platform had been in place for nearly a year when Aimee Pasia, Senior HRIS Analyst, recognized that it wasn’t being used to its full potential.
“A large population of people interact with our system, but confusion was preventing them from truly taking advantage of all the system had to offer,” Aimee says. “We needed to leverage digital adoption especially in the Performance Suite; to help users successfully accomplish their tasks and minimize the questions that go into our service desk. We wanted users to be more self-sufficient and empowered.”
For example, all Quest employees are required to enter annual goals to assist with year-end performance reviews. Due to various loopholes and inconsistencies, Quest only had a 78% review completion rate. “We have 3,000 managers responsible for 40,000 reviews annually. We needed firm guidance so that the right information goes in the right place at the right time,” she says.
Aimee also craved more visibility into user behavior: what Cornerstone processes were employees and managers struggling with? Where were the pain points? “We needed to track milestones, to see what to improve, and how to increase engagement,” she says.
The Solution
Guidance and insights for a better, more efficient user experience
WalkMe’s Digital Adoption Platform met all of Quest’s criteria, including in-app guidance and better visibility into employee engagement patterns. Aimee and her team implemented a wide range of WalkMe features to help managers and employees optimize their use of Cornerstone and boost productivity.
“We built Smart Walk-Thrus to guide users through the steps as they completed them, to remind people to fill in performance goals, and also to make it obvious how and where to do it,” Aimee says. The process as set up in Cornerstone was not intuitive, so they also implemented Launchers (quick-start buttons) and SmartTips (tip balloons) to direct users to fill in the form in the correct sequence to reduce confusion. “People appreciate the guidance in real-time, in-line exactly with what they are doing at that moment.”
WalkMe Insights, a comprehensive user and application analytics tool, has also been instrumental in helping the HRIS team successfully customize Cornerstone to meet user needs. “The Insights tool is able to tell us process success rate, but also where to hone in and figure out if we need to fix something,” Aimee says. “It also helps us to see what interactions are happening in the system and gather statistics that allow us to optimize in the short term and long run.”
The combination of in-product self-service along with analytics to understand where users are struggling gives Quest the ability to design an optimal employee experience.
The Results
High rates of engagement and process completion
The first year after implementing WalkMe’s Digital Adoption Platform on Cornerstone, Quest reported a 99.8% performance review completion rate. “That’s a huge improvement,” says Aimee. “WalkMe helped deliver information to managers at the right point in time—without it we would still have loopholes and people trying to complete forms in different ways.”
Quest also experienced high levels of engagement with SmartTips and Launchers within Cornerstone and, as a result, reduced training time and support needs. “If WalkMe wasn’t there, people would depend on their VPs or the service desk for information. We would need more training sessions and longer documentation. Now, people can self-serve and they’re happier with the experience” Aimee says.
“Complementing everything the WalkMe solution does is the incredible WalkMe service and support teams,” she says. “Without them we wouldn’t have had the success we’ve had.”
About Quest Diagnostics
Quest Diagnostics is an American clinical laboratory offering access to diagnostic testing services for cancer, cardiovascular disease, infectious disease, neurological disorders, and more. A Fortune 500 company, Quest operates in the US, UK, Mexico, and Brazil with more than 40,000 employees worldwide.
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