The Challenge
Finding a way to train the trainers—and new users too
Prior to discovering WalkMe, the Species360 team experienced significant challenges related to the implementation of their software. More specifically, they needed a new way to train new users and support pre-existing users in adopting new features on their ever-evolving platform. Because the Zoological Information Management System (ZIMS) database is extremely large, containing nearly 10 million animal records representing more than 21,000 species, the company needed a way to teach users how to independently navigate around their software, while enabling them to fully benefit from this extensive catalogue of information.
With a small customer support team based in the U.S. responsible for serving thousands of clients around the world, Species360 discovered that their live customer support model was neither sustainable nor scalable. In their search for a proactive and scalable method to “train the trainers,” Species360 sought a one-stop-shop solution that would provide constant and consistent support, inform users about important system updates, and teach users how to perform new processes within ZIMS.
The Solution
Find the gaps, and fill them with real-time in-app guidance
Upon implementing WalkMe, Species360 utilized WalkMe Insights to identify initial gaps within their user interface, and took this data to build and integrate customized WalkMe features into ZIMS. Species360 has built more than 30 Walk-Thrus that provide step-by-step guidance for performing in-application processes. Furthermore, Species360 implemented 20 Launchers that notify users about new system features and updates, which then contextually prompt Walk-Thrus.
In an effort to educate users beyond the ZIMS platform, Species360 employs Shuttles and Resources to suggest and redirect users to other educational resources (websites, documents, videos, etc.). Species360 also gained the ability to segment which users receive specific information within ZIMS, and target users to receive personalized emails outside of the platform.
Customizable multi-language capability
ZIMS is used by individuals around the globe and Species360 utilizes WalkMe in multiple languages to meet the demands of this diverse customer base. WalkMe has provided even more value for the Species360 customer support team by inserting Launchers into ZIMS that notify users when a bug occurs until the bug is resolved, thus avoiding a flood of support tickets.
The Benefits
Always-on help center slashes onboarding times and support requests
WalkMe is Species360’s “always on” help center, seamlessly integrating within their SaaS delivery model, and providing support and training to their globally distributed user base for small and single-outlet support teams who operate without shift coverage.
WalkMe training system adopted by 100% of users
Since implementing WalkMe, Species360 has reduced the influx of support tickets by nearly 35%, which signifies a major improvement in their overall user experience. Furthermore, training and onboarding times have decreased by over 60%, resulting in nearly 100% user adoption rate. Because WalkMe is now part of the ZIMS platform, customers are able to more easily navigate and leverage the full use of this powerful application.
