SmartPayroll came to WalkMe to improve and exceed two of its strategic business goals. First, SmartPayroll hoped to improve the onboarding process and to ensure that users always remember what they learned. As many of payroll processes are done monthly, quarterly or annually, SmartPayroll looked 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 the best self-service support, so that support agents could focus on a deeper customer engagement, rather than simple how-to request.
WalkMe created 28 Walk-Thrus, uniquely tailored to SmartPayroll’s customers. Walk-Thrus guide users through a variety of processes so that SmartPayroll users continue to work productively, long after the initial onboarding is complete.
After the initial deployment, WalkMe suggested new Walk-Thrus for the processes that users needed help with most. For example, WalkMe analytics demonstrated that many users were searching for information related to terminating employees. WalkMe and SmartPayroll responded with series of engaging Walk-Thrus that allow users to complete this process effortlessly, without errors.
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.
“WalkMe frees up our support team from how-to requests so we can better engage with customers. Since we started with WalkMe, we have seen a 20% reduction in inbound support requests, which substantially lowered our support costs.” – Chris Partridge, CEO of SmartPayroll