Splunk uses WalkMe automation to transform employee productivity and accelerate change management across 18+ enterprise systems

Splunk, a global leader in data analytics and cybersecurity, operates within a fast-moving tech landscape and is constantly evolving. What began as an effort to support sales workflows in Salesforce quickly expanded into a company-wide digital adoption strategy – enabling teams across more than 18 platforms, including SAP Ariba, Gmail, Workday, and ServiceNow. This evolution became even more critical following Splunk’s acquisition by Cisco, as the organization worked to align systems, processes, and user experiences at scale.

Recognizing the opportunity to streamline operations across its robust digital ecosystem, Splunk aimed to create seamless employee experiences that would reduce support requests and empower employees to focus on high-impact activities.

To meet these goals, Splunk implemented WalkMe to provide automation and real-time guidance across multiple workflows, such as the creation and editing of support knowledge articles, generating purchase requisitions, and the quarter-end deal support process in Salesforce, transforming them into intuitive self-service experiences. This innovative approach prevented 3,000+ support article errors in three months with real-time validation and saved over 26,800 hours annually through automated quarter-end deal support. Now, Splunk is expanding its digital adoption framework across the broader organization, integrating automation and chatbot experiences into employees’ daily routines to drive continued growth and efficiency.

Splunk saw a chance to elevate employee productivity across its diverse technology landscape, spanning more than 18 digital platforms. With a workforce of both seasoned professionals and a steady stream of new hires, the company saw a need to deliver tailored, contextual support to bridge knowledge gaps and enhance productivity, regardless of technology experience levels, tenure, or role.

Frequent system and process updates, combined with evolving business requirements, underscored the need for a scalable, adaptable enablement, change-management, and support model that serves diverse teams across global time zones. Splunk recognized that simply deploying technology wasn’t enough – employees needed to be empowered to use those tools effectively and confidently.

To start, Splunk knew it could simplify workflows across its sales tech stack, removing barriers to completing key tasks. “Our sales community comes with their core competency of selling – and that’s what we want them to focus on. System changes and technology shouldn’t create friction for sellers who are there to perform business processes”, said Krishna Saw, Director of Digital Adoption, Splunk.

The company recognized an opportunity to automate routine tasks, further empowering employees to maintain productivity without unnecessary manual effort.

“We wanted a system intelligent enough to drive users to self-serve and help them out when they need it,” said Saw.

Following Splunk’s acquisition by Cisco, these efforts became even more pivotal. The integration introduced exciting possibilities, but also required additional support for sales teams who needed to stay focused on revenue generation while adapting to evolving processes.

Starting with its sales ecosystem, Splunk deployed WalkMe to optimize sellers’ workflows – including enhancing its quarter-end deal support process. To build trust and ensure a seamless experience, the digital adoption team custom-branded WalkMe interfaces with Splunk’s logo, color palette, and typography, formally rebranding the tool as the “Help Center.” By embedding this branded Help Center across all applications, employees immediately recognize and rely on it as their in-app guidance hub.

Previously reliant on manual Slack conversations for quarter-end deal support, the team built a WalkMe-powered integration with Salesforce and Slack to transform a manual process that historically required up to 75 Slack conversations per deal. Now, sellers simply click a button in Salesforce, which kicks off a workflow that automatically collects deal information and posts it directly into the designated Slack channel – ensuring deal operations teams have everything needed to quickly respond to sellers’ requests.

Splunk then partnered with Finance to enhance critical workflows in SAP Ariba. The digital adoption team analyzed existing processes, identifying opportunities to simplify navigation and enhance user interactions. “Our strategy was to build automation throughout the user experience and make the workflows seamless,” Saw said.

For purchase requisition creation, Splunk developed a sophisticated bot that simplifies vendor selection, commodity coding, and account matching. Employees are prompted to provide necessary information using natural language and let automated digital adoption solutions handle background processes – ultimately generating draft requisitions ready for review and submission. This simplifies the user experience, boosts requisition accuracy, and decreases approval turnaround times.

Additionally, the team enhanced search functionality in Ariba with prescriptive guidance, producing relevant results without requiring users to understand the platform’s underlying search logic.

Splunk uses WalkMe analytics to continuously optimize employee experiences, including identifying workflow drop-off points that may be candidates for automation. The team also uses WalkMe to proactively collect user feedback from sellers. In one innovative approach, automated WalkMe surveys trigger immediately after sellers close deal support cases in Salesforce, yielding timely, actionable insights. These analytics help Splunk analyze engagement and performance, refining digital adoption solutions to ensure guidance remains relevant, effective, and seamless for users.

“We embed WalkMe into real workflows so users can get their work done,” Saw says. “As they move through those tasks, the system guides them in the moment – making learning a natural part of the process.”

Splunk’s digital adoption strategy has fundamentally transformed how employees interact with enterprise systems, creating a culture where WalkMe is an integral part of getting work done. This shift has delivered measurable improvements across productivity, data and process accuracy, and employee satisfaction.

With 75% automation adoption for key processes, the company’s automation initiatives have generated significant time savings and error reduction. One automation introduced concise validations for Knowledge-Centered Service (KCS) articles – structured support-team documents that capture and share best practices – eliminating errors in real time. Over three months, this validation process triggered nearly 3,000 checks, enabling more than 200 users to publish error-free articles on the first pass. Another enhancement embeds monthly sales system announcements directly within the app, reaching 91% of the organization and saving roughly 25 hours of manual effort each month.

Splunk’s automated quarter-end deal support process now accelerates deal cycles – saving thousands of hours each quarter and helping ensure high-value opportunities close on time. Supported by WalkMe, this solution alone contributes to more than 26,800 hours saved annually.

“WalkMe has the capacity to drive real transformation, especially through automation,” said Saw.

Looking ahead, Splunk is positioned to scale WalkMe’s impact across the broader organization, with plans to expand automation initiatives that embed solutions even more deeply into employees’ daily routines.

Splunk’s digital adoption success is powered by a WalkMe Center of Excellence with 11 WalkMe developers operating across multiple time zones. The team employs agile, data-driven methodologies to secure quick wins and deliver measurable value to stakeholders.

Led by Krishna Saw (recognized as the winner of the DAP Professional of the Year WalkMe Realizer Award in 2025), the global team follows a hub-and-spoke model designed to maximize business stakeholders’ subject matter expertise and the impact of the organization’s digital adoption interventions. The Center of Excellence works with business stakeholders to understand their unique scenarios and capture baseline data, and then addresses the opportunities for improvement with WalkMe solutions.

The CoE has evolved into a highly optimized operation that completes an average of 8-10 projects monthly across enterprise platforms, and publishes a quarterly digital adoption newsletter that showcases achievements, new deployments, and user impact stories – keeping leadership engaged and the program consistently top-of-mind across the organization.

This centralized model allows business teams to focus on their core responsibilities while benefiting from enterprise-grade digital adoption expertise that scales across the entire organization.