The Challenge
Eliminating “how-to” support calls with accessible self-service support
With clients across North America and overseas, Tyler Technologies strives to provide a user-friendly and effortless solution to help their employees and clients adopt their powerful information management system.
Before implementing WalkMe, the Tyler team spent several hours a day tending to support tickets related primarily to “how-to” questions. Given that Tyler’s diverse user base recently grew beyond 550,000, the number of support-related calls was reaching an unmanageable level.
Customizable, seamless integration
Tyler wanted to be able to deliver an easy-to-use solution for a consistent and customized experience for all users, regardless of their technical abilities and prior knowledge of the Tyler Technologies interface. The solution had to integrate seamlessly into their existing platform and eliminate their need to alter or rebuild their pre-existing products.
The Solution
Step-by-step tutorials, initiated precisely when they’re needed
Each client uses Tyler Technologies in a way that relates specifically to their county, state, or country policies. Tyler needed a guidance and engagement platform that was customizable, easy-to-use, and quick to launch. WalkMe made it possible for Tyler Technologies to segment users’ experiences and wait for certain conditions to be met before launching a relevant step-by-step interactive tutorial. Tutorials can also be initiated on-demand and as needed.
Intuitive in-app guidance
To reduce client support calls, Tyler used WalkMe to assist clients in performing any task in real-time from start to finish. Since implementation, both first-time and returning clients can be guided step-by-step through any process while they are actually completing the task at hand.
This new open support system improved the overall user experience by enabling clients to revisit, re-learn, and perform processes at any given time. Tyler also implemented WalkMe Insights analytics, which enables staff to better understand clients’ specific needs, and target them with relevant language and support.
The Benefits
Reduced support burden; dramatically improved user experience
The WalkMe platform provides Tyler Technologies with contextual step-by-step guidance that addresses all of Tyler’s client concerns. Since implementing WalkMe, Tyler has experienced a 31% decrease in “how-to” support calls, leading to a 23% decrease in overall support call volume over a five-month period. As a result, the support team has gained valuable time that can now be dedicated towards performing value-driven actions for clients.
WalkMe also enables Tyler Technologies to provide in-application support, which has resulted in higher goal completion rates, an improved user experience, and reduced user frustration. Additionally, WalkMe’s analytics system can suggest specific resources to Tyler’s clients through precise segmentation which has increased self service adoption and overall client satisfaction.