Accenture

The organization encountered challenges in optimizing the use of 100+ applications across multiple functions. Despite the investments in these tools, employees were not consistently leveraging them to realizing true business outcomes, leading to inefficiencies. In order to address this issue we have scaled WalkMe across finance, sales, pricing, HR and other support teams and general applications to ensure employees adopted the tools effectively and we could be confident they were using the right tool, in the right place, at the right time.

To solve this, we implemented a digital adoption strategy using WalkMe, deploying it across more than 60 business critical applications. Our primary focus was to simplify processes and ensure employees had consistent, in-the-moment support to help them leverage these tools effectively. By implementing WalkMe, we aimed to create a culture where digital adoption is at the core of how we do change. This strategy allowed us to activate in-app real time performance support & training at the time of need, improve data accuracy, and increase productivity; helping employees quickly adopt new processes and work more efficiently.

Our digital adoption strategy extends beyond mere tool usage & adoption as it positions WalkMe as an enabler of business transformation across our different organizations. WalkMe has helped streamline Salesforce data management, reduce ServiceNow ticket volumes on select topics by 40%, increase new process adoption speed in Workday by 45%, and improve the speed & data integrity of critical business processes such as pricing onboarding and financial workflows. This has enabled us to optimize our tools and processes to drive business outcomes while enhancing employee satisfaction.

WalkMe was seamlessly integrated with our existing strategies to tackle our organization’s challenges. A key part of our approach was the creation of a Center of Excellence (COE), which centralized WalkMe deployment and best practices. This allowed us to prioritize and implement projects efficiently, ensuring a more coordinated approach to digital adoption across the organization.

While WalkMe’s historical function has been tool training and process guidance, we’ve increasingly used it as a Change Management business enablement tool. WalkMe has allowed us to shift from traditional job aids and training methods, to instead enabling real-time insights and data-driven actions that directly impact business processes. This has turned WalkMe into a core component of how we manage the coordination of technology and business change, streamlining processes and enabling measurable improvements.

Release Management and Process Enablement:
For release management, WalkMe has been a game-changer. Traditionally, updates were communicated through job aids, release notes, and email blasts. With WalkMe, we adopted a DAP-first approach, where users receive contextual guidance during each stage of a release. For instance, when introducing new features in Salesforce, WalkMe offered real-time guidance. This approach delivered pertinent information about enhancements directly to users as they engaged with the application, thereby eliminating the need to read extensive notes or emails at inconvenient times and ensuring the relevance of the provided content.

Business Process Enablement:
WalkMe’s ability to drive business process enablement makes it much more than just a guidance tool. For example, within the Access Management application, we identified a significant process gap when users were abandoning the request submission process due to incomplete fields. We identified the fields and implemented smarttip content, helping them understand and input the required data. This intervention was designed, developed and deployed in just 3 days, compared to a 6-8 month sprint queue from the development team. As a result, we saw a 30% increase in completion rates within a month, demonstrating WalkMe’s ability to quickly address process inefficiencies and improve user outcomes.

Culture Shift to DAP-First:
WalkMe has helped us drive a culture shift from relying on traditional training methods to a DAP-first mindset, where WalkMe is the primary tool for problem-solving and guidance.

Our 5-5-5 approach was developed to ensure the successful kickoff of WalkMe projects, focusing on the culture shift to a DAP-first mindset. By aligning teams around the top 5 priorities, top 5 processes, and top 5 support materials, we’ve created a structured framework that drives targeted, impactful change. This approach has been instrumental in shifting our culture away from traditional training methods towards a DAP-first philosophy, making WalkMe the go-to resource for all process guidance and problem-solving.

The 5-5-5 approach has proven to be effective for both new and existing projects, helping teams adopt WalkMe early and incorporate it seamlessly into their workflows. By embedding WalkMe into our project kickoffs and ensuring it aligns with business goals, we’ve seen accelerated speed to value for projects. This method has not only helped teams use of WalkMe in critical business areas but has also laid the foundation for a sustainable, long-term digital adoption strategy that continues to drive transformation across the organization.

This shift has made it easier for employees to access the right resources at the right time, improving their experience with technology. Teams have identified areas where job aids could be converted into WalkMe content, improving process efficiency and employee engagement.

Leveraging WalkMe for Data-Driven Decisions:
WalkMe’s analytics capabilities have been critical in making data-driven decisions. With real-time insights, we have identified user engagement, adoption rates, and process bottlenecks. For example, in ServiceNow, we implemented anytime feedback options using WalkMe so users can always access and provide feedback during their time in ServiceNow, instead of waiting for a quarterly survey link to express their views. This lead to over 1,000 users now providing monthly feedback with the WalkMe option, providing significantly more positive and UX-based feedback than they had previously received so the team can make better decisions for the future.

From Change Management Strategy to Actionable Outcomes:
By embedding WalkMe into our change management strategy, we’ve moved from traditional, static training approaches to actionable, results-driven strategies. WalkMe provides real-time guidance and continuous feedback loops, ensuring that we are not only driving adoption but also measuring success and continuously improving. With WalkMe, we can see measurable improvements in productivity, employee satisfaction, and process efficiency.

In summary, WalkMe has enabled us to take a proactive, data-driven approach to change management. It has empowered us to move beyond a dated change curve, inserting our change strategy experts as an integral part of our business transformation. Whether it’s driving faster release adoption, improving business processes, or enabling more efficient decision-making, WalkMe has become a critical part of our strategy, enabling us to achieve measurable, sustained results.

Our digital adoption strategy, powered by WalkMe, has had a measurable impact on employees, teams, and leadership by enhancing productivity, streamlining processes, and driving our D3M (data-driven decision-making) culture.

For Employees:
WalkMe has transformed how employees engage with their work tools, making them more self-sufficient and less reliant on support teams. For example, 40% of targeted support tickets in ServiceNow are deflected due to WalkMe’s dynamic self-service content. Employees can now resolve issues independently based on their inputs and top ticket processes. This has empowered employees to find solutions on their own, reducing ticket volume and improving overall satisfaction.

In addition, we automated access request submissions and integrated dynamic content to ensure tickets were routed accurately the first time. For instance, when employees select a specific category or request type, WalkMe’s contextual guidance helps them fill out the form correctly. This not only ensures accurate submissions but also helps support teams work more efficiently by minimizing the back-and-forth often required to resolve issues.

For Teams:
WalkMe has played a pivotal role in driving a DAP-first mindset, where digital adoption is central to business success. With 247k licenses deployed across 60+ applications, we have created a unified experience that enables teams to measure adoption, assess the impact of change interventions, and track process improvements in real-time. For example, in the sales process, WalkMe helps guides users through specific pricing decisions depending on the type of project. Previously, employees had to manually search for the correct pricing information for specific deals, but now WalkMe provides key details directly within the workflow, helping employees make data-driven decisions at the point of need.

This has led to increased adoption of pricing tools and improved sales productivity, as users no longer need to navigate multiple systems or waste time searching for data. WalkMe’s in-context guidance ensures that employees are armed with the right information when they need it most, significantly improving productivity across teams.

For Leadership:
For leadership, WalkMe provides actionable insights into tool usage and employee engagement. WalkMe’s real-time analytics have become a critical resource for strategic decision-making. Through metrics like ‘high-value interactions per month’, leadership can review user behavior, measure tool adoption, and assess the impact of change initiatives. These insights ensure that leadership can understand WalkMe impacts, monitor process adoption, and continually improve business performance, realizing outcomes.

For instance, when a new performance cycle process was introduced within Workday, WalkMe provided guidance to help users navigate the updated system. Incredibly, we observed a 45% faster process completion rate for WalkMe users compared to non-users, highlighting the effectiveness of the Workday team’s change interventions. The ability to track these measurable impacts allows leadership to quantify success and adjust strategies accordingly.

Additionally, WalkMe’s data-driven insights have been integral in understanding how different user segments engage with content. We can now segment audiences based on their role or tool usage and deliver the right content to the right people at the right time. This has allowed us to ensure that key audiences receive targeted guidance, improving communication effectiveness.

In summary, WalkMe has empowered employees to work more independently, provided teams with the tools to measure and enhance adoption, and given leadership the data to make informed decisions. WalkMe has been a critical part of our digital transformation strategy, helping us accelerate adoption, improve business processes, and measure success like never before. It has become an essential tool for driving both change and efficiency across the organization.

Our digital adoption strategy, particularly with WalkMe, has significantly helped our organization achieve its mission, goals, and values by enhancing employee engagement, streamlining processes, and driving measurable business outcomes.

Addressing Business Challenges: Our organization faced challenges in optimizing the use of over 100 applications across various functions, leading to inefficiencies despite significant investments in these tools. Traditional training methods were insufficient to keep up with the constant updates and new tools. To tackle this, we implemented WalkMe across more than 60 business-critical applications, providing real-time, in-the-moment support to ensure employees adopted tools effectively.

Transformational Impact: WalkMe has transformed our approach from traditional training to performance support embedded directly within workflows. This shift has enabled proactive guidance at the point of need, reducing frustration and support requests, improving process efficiencies, and promoting successful outcomes. For example, in Workday, employees completed performance achievement tasks 45% faster with WalkMe’s guided experience.

Measurable Business Impact: Our digital adoption strategy has yielded significant business impact metrics:

Productivity Gains: WalkMe has unlocked over 25,000 productivity hours per month, allowing employees to focus on higher-value tasks.

Support Ticket Reduction: We achieved a 40% reduction in selected support tickets in ServiceNow due to WalkMe’s dynamic self-service content.

Data Accuracy: WalkMe helped achieve a 54% improvement in targeted data integrity through automated guidance and shoutouts.

Salesforce Data Management: WalkMe streamlined Salesforce data management, resulting in a 453% increase in record updates within a month.

Compliance: WalkMe enabled a 54% reduction in impacted records in delivery management compliance.

Enhanced Employee Experience: WalkMe has empowered employees to become more self-sufficient, reducing reliance on support teams and improving overall satisfaction. For instance, in ServiceNow, WalkMe’s self-service options deflected 40% of targeted support tickets. Additionally, WalkMe’s in-app guidance ensured accurate submissions and improved process efficiency.

Leadership Insights: WalkMe provided leadership with real-time, data-driven insights into tool usage and employee engagement, enabling strategic decision-making. Metrics like ‘high-value interactions per month’ allowed leadership to review user behavior, measure tool adoption, and assess the impact of change initiatives.

Cultural Shift: WalkMe has driven a cultural shift towards a DAP-first mindset, where digital adoption is central to business success. Our 5-5-5 approach ensured successful project kickoffs, aligning teams around top priorities, processes, and support materials. This structured framework has been instrumental in shifting our culture away from traditional training methods towards a DAP-first philosophy.

Continuous Improvement: WalkMe’s analytics capabilities have been critical in making data-driven decisions, allowing us to continuously refine our strategy and measure impact quickly and effectively. For example, in ServiceNow, WalkMe’s anytime feedback options led to over 1,000 users providing monthly feedback, significantly improving user experience.

In summary, our digital adoption strategy with WalkMe has been a critical enabler of business transformation, driving measurable improvements in productivity, employee satisfaction, and process efficiency. It has empowered us to achieve our mission, goals, and values by creating a culture of continuous learning and improvement.

What we’re most proud of is the cultural shift WalkMe has driven across the organization, and the central role our Center of Excellence (COE) has played in it. We transitioned from traditional training & communication techniques to a DAP-first mindset, which has significantly improved employee experience and business outcomes. Through the COE, we were able to ensure that WalkMe became an integral part of our change management strategy, making it actionable, data-driven, and directly aligned with our business goals.

The COE empowered us to scale WalkMe across 60+ applications, starting from small pilots with just 2-3 tools. Our ability to build and expand the program quickly, while maintaining consistency in governance and best practices, is a major source of pride. As the driving force behind this scale, the COE was key in enabling cross-functional collaboration, ensuring that WalkMe was implemented seamlessly and integrated into business processes.

One of our proudest achievements is how WalkMe has impacted employee self-sufficiency. We’ve unlocked over 25,000 productivity hours per month, allowing employees to focus on higher-value tasks rather than spending time navigating complex processes or seeking assistance. This boost in productivity is also reflected in the consistent tool utilization we’ve seen across teams, reducing reliance on support teams and improving overall technology satisfaction.

Additionally, we’ve seen significant recognition for our work. For example, we were honored with the WalkMe MVP Award, recognized as DAP 100, and we received multiple Brandon Hall Awards for Technology Excellence and Learning & Development. This year we have been invited to share about our DAP COE & approach at a major international conference. We’ve also been published in WalkMe Customer Success Stories as a key partner in the digital adoption space, showcasing our innovative approach and the measurable results we’ve achieved.

We’re proud of how our 555 approach has become a key framework for the COE in driving adoption and delivering value. By measuring adoption, tracking process insights, and continuously gathering user feedback, we ensure that our initiatives stay aligned with business priorities. This approach has been essential in creating a scalable model for digital adoption that integrates real-time guidance and data-driven insights, helping us continuously refine our strategy and measure impact quickly and effectively.

Our success has shown that WalkMe is more than just a tool for guidance, it’s a critical enabler of change management. By embedding WalkMe into our processes, we’ve gone beyond traditional job aids, allowing us to quickly deploy guidance in real-time, driving faster adoption and process improvements across the business.

We are incredibly proud of how WalkMe has transformed our organization, and the recognition we’ve received for our approach. Our journey from small-scale pilots to 60+ applications, combined with the measurable business outcomes we’ve achieved, is a testament to the power of WalkMe as a true business process enabler. As we continue to scale and innovate, we remain committed to leveraging WalkMe to drive continuous improvement and support our global workforce with the tools and guidance they need to succeed.

As part of the Center of Excellence (COE), our primary responsibility was to drive the implementation and scaling of WalkMe across the organization. The COE played a central role in creating a cohesive digital adoption strategy, ensuring WalkMe was integrated into existing workflows across departments. By collaborating closely with teams across Global IT, business units, and leadership, we positioned WalkMe not just as a tool for adoption but as an enabler of business transformation.

Building a Sustained WalkMe Community
A key factor in our success has been the strong community of WalkMe practitioners we’ve built. With over 450 WalkMe Community Members and 130+ certified WalkMe builders, we have fostered a sustained ecosystem that continues to grow and evolve. These builders and practitioners are crucial in ensuring WalkMe’s integration and effectiveness across our business operations, allowing us to scale quickly while maintaining high standards for content creation and delivery.

Our community-building efforts have been further enhanced by hosting weekly office hours and monthly WalkMe Change Community calls. These sessions have created an open forum for knowledge-sharing, troubleshooting, and continuous learning, empowering change practitioners to collaborate, solve problems, and innovate together. This network has enabled us to create a self-sustaining community of WalkMe experts, which will continue to drive adoption, share best practices, and transform how we work.

Driving Measurable Results
Through our work with WalkMe, we’ve been able to significantly improve productivity and streamline business processes across the organization. WalkMe’s impact has been felt at both the employee and leadership levels, with real-time guidance enhancing user experiences and increasing tool adoption across 60+ applications. The measurable outcomes we’ve achieved include unlocking over 25,000 productivity hours per month, 51% average rate of monthly users engaged with WalkMe content, and 54% of users engage with WalkMe on multiple systems. We don’t just launch WalkMe on tools and walk away; we continuously review data and refine our interventions to ensure we’re addressing critical processes in each tool, which is shown by our engagement metrics at large.

Our COE has been instrumental in scaling these efforts and ensuring that WalkMe’s capabilities are used to their fullest potential. We’ve not only driven adoption but also enhanced employee experience and business performance, showing that WalkMe is more than just a guidance tool, it’s a catalyst for business transformation.

Vision for the Future
Looking ahead, we are committed to further evolving WalkMe’s capabilities and integrating it into our long-term digital strategy. We are particularly excited about exploring GenAI and advanced analytics, which will enable us to gain deeper insights into employee behavior and personalize support more effectively. We envision WalkMe playing an even bigger role in our data-driven decision-making and empowering employees to fully leverage the technologies at their disposal.

Our goal is to continue expanding WalkMe’s usage, scaling across more platforms, and using it to drive greater productivity and employee satisfaction. As we stay ahead of the curve in this ever-evolving digital landscape, we see WalkMe as a critical enabler of innovation, efficiency, and continuous improvement across the business.

By growing our WalkMe community and integrating WalkMe into more aspects of our businesses and functions, we will continue to unlock value, enhance the employee experience, and drive measurable outcomes that support our broader business goals.

Beyond our core digital adoption initiatives, we have also leveraged WalkMe as a tool to teach employees about WalkMe itself, helping to build a DAP-first culture across the organization. We created an internal WalkMe Portal, where employees can not only learn about WalkMe’s capabilities but also experience it firsthand. This portal provides interactive demos and use cases that showcase how WalkMe can improve tool adoption, streamline processes, and enhance user engagement.

For example, users can visit the portal to see how WalkMe supports tasks such as form completion, smart tips, and other key features through demo pages. These demos allow employees to experience the benefits of WalkMe as an end user would, immersing them in the tool’s real-time guidance capabilities. This hands-on approach has been a creative and effective way of introducing employees to WalkMe’s potential, allowing them to experience its value rather than simply read about it.

In addition to the WalkMe Portal, we’ve integrated WalkMe into our broader change management playbook. This playbook is an essential resource for our change practitioners, and by embedding WalkMe within it, we ensure they not only learn about our change management approach but also interact with WalkMe to understand how it can be used within various change initiatives. By doing this, we expose practitioners to WalkMe’s dynamic nature, helping them grasp how it can be utilized to support change processes, track adoption metrics, and drive continuous improvement.

This initiative helps foster a culture shift internally, encouraging the use of WalkMe not only within specific projects but as an ongoing resource for all employees. By embedding WalkMe into our change management practices and internal resources, we ensure that employees and practitioners alike are continually exposed to the tool’s potential, accelerating the shift toward a DAP-first mindset across the organization.

In essence, by teaching employees about WalkMe through WalkMe, we’re reinforcing the value of digital adoption as a continuous process, not just a project-based effort. This approach is helping to grow awareness and engagement across departments, ensuring that WalkMe is seen as a core enabler of change, rather than just a tool for training or support.

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