SmartPayroll Adopts In-App Support to Improve Onboarding Process, Information Retention, and Engagement
SmartPayroll offers innovative, automated ways to handle various payroll processes. As many of these tasks happen monthly (or less often), the company turned to WalkMe to provide on-going, real-time support resources. After implementing WalkMe, Smart Payroll saw:
- 20% drop in support requests
- 18% increase in customer satisfaction
- Increased revenue and user adoption
Executive Summary
SmartPayroll has transformed manual payroll processes with its innovative software. But the company recognized a need to improve their overall onboarding process and, specifically, find a way to offer on-demand training for processes that are only completed once a month or year. SmartPayroll wanted to focus on self-service support to save customer service representatives from simple “how-to” calls and allow them to focus on customer engagement.
SmartPayroll with WalkMe designed dozens of custom Smart Walk-Thrus that would guide users through important processes whenever required. WalkMe Insights allowed the SmartPayroll team to see exactly how users engaged with their software, and what they could do to optimize that experience. Since implementation, SmartPayroll has received fewer support calls, which users have reported improved customer satisfaction.
SmartPayroll offers innovative, automated ways to handle various payroll processes. As many of these tasks happen monthly (or less often), the company turned to WalkMe to provide on-going, real-time support resources. After implementing WalkMe, Smart Payroll saw:
- 20% drop in support requests
- 18% increase in customer satisfaction
- Increased revenue and user adoption
Executive Summary
SmartPayroll has transformed manual payroll processes with its innovative software. But the company recognized a need to improve their overall onboarding process and, specifically, find a way to offer on-demand training for processes that are only completed once a month or year. SmartPayroll wanted to focus on self-service support to save customer service representatives from simple “how-to” calls and allow them to focus on customer engagement.
SmartPayroll with WalkMe designed dozens of custom Smart Walk-Thrus that would guide users through important processes whenever required. WalkMe Insights allowed the SmartPayroll team to see exactly how users engaged with their software, and what they could do to optimize that experience. Since implementation, SmartPayroll has received fewer support calls, which users have reported improved customer satisfaction.
Executive Summary
SmartPayroll has transformed manual payroll processes with its innovative software. But the company recognized a need to improve their overall onboarding process and, specifically, find a way to offer on-demand training for processes that are only completed once a month or year. SmartPayroll wanted to focus on self-service support to save customer service representatives from simple “how-to” calls and allow them to focus on customer engagement.
SmartPayroll with WalkMe designed dozens of custom Smart Walk-Thrus that would guide users through important processes whenever required. WalkMe Insights allowed the SmartPayroll team to see exactly how users engaged with their software, and what they could do to optimize that experience. Since implementation, SmartPayroll has received fewer support calls, which users have reported improved customer satisfaction.
THE Challenge
Combatting the ‘forgetting curve’ with self-service support
SmartPayroll came to WalkMe to meet and exceed two of its strategic business goals. First, SmartPayroll hoped to improve the onboarding process and to ensure that users retain what they learn. As many of payroll processes are done monthly, quarterly, or annually, SmartPayroll needed to combat the “forgetting curve,” so that users remember how to complete these processes when they return to these tasks at the next designated date.
Second, SmartPayroll aimed to lower their support costs and improve customer engagement. SmartPayroll came to WalkMe to provide effective self-service support, so that support agents could focus on a deeper customer engagement, rather than simple how-to requests.
THE Solution
Targeted step-by-step guidance available when needed
WalkMe created 28 Smart Walk-Thrus, uniquely tailored to SmartPayroll’s customers. Smart Walk-Thrus guide users through a variety of processes in real time so that SmartPayroll users continue to work productively, long after the initial onboarding is complete.
After the initial deployment, WalkMe suggested new Smart Walk-Thrus for the processes that users needed help with most. For example, WalkMe Insights determined that many users were searching for information related to terminating employees. WalkMe and SmartPayroll responded with series of engaging Smart Walk-Thrus that allowed users to complete this process effortlessly, without errors.
THE Benefits
The Benefits: Increased customer satisfaction, reduced support requests
Since implementing WalkMe, SmartPayroll has seen an 18% increase in customer satisfaction. When customers open their SmartPayroll dashboard, they are immediately offered on-screen support so that they can complete tasks, even complex processes that they haven’t worked on since last quarter.
Reduced support burden
“WalkMe frees up our support team from how-to requests so we can better engage with customers,” says Chris Partridge, CEO of SmartPayroll. “Since we started with WalkMe, we have seen a 20% reduction in inbound support requests, which substantially lowered our support costs.”
