Deputy

Deputy supports over 380,000 workplaces across over 100 countries, spanning retail, healthcare, hospitality, security, cleaning services, and more. Our platform is designed to be highly configurable to meet the unique operational needs of each business, regardless of size and region. While this adaptability is one of our greatest strengths, it also presented a challenge—how to deliver a customer experience that immediately allows our customers to experience the value of Deputy, whether you are a small business getting started or an enterprise with multiple locations. Businesses want to focus on what’s important: their people and customers. We needed to meet them where they are and create a seamless experience to get them started.

To solve this, we pursued a digital adoption strategy that could scale with the depth and breadth of our customer base. We required a solution that could personalize onboarding, surface best practices, and reduce dependency on direct support. A robust digital adoption platform became essential in creating tailored learning experiences that dynamically adjust based on key attributes such as industry, location, company size, role, and integrations.

This personalized and proactive approach has become a core driver of growth in our self-serve segment. By embedding contextual learning directly within the platform, users are guided through the setup and key workflows in real-time, increasing confidence and accelerating time-to-value (e.g., scheduling, onboarding, compliance, etc.). In parallel, WalkMe has played a pivotal role in reducing support ticket volume, resulting in greater operational efficiency for our customers and internal teams.

WalkMe has enabled Deputy to scale the delivery of intuitive, role-specific guidance while maintaining a consistent, high-quality user experience across various business types and geographies. Reducing friction and simplifying complexity help ensure every user—regardless of background—can confidently and easily unlock the full value of Deputy.

To address the diverse needs of our global user base, we’ve strategically implemented WalkMe to create a powerful, self-serve awareness, adoption, and support ecosystem. Our integrated help widget acts as a unified resource hub in-product, offering access to over 1,000 help center articles alongside hundreds of WalkMe experiences, including walk-thrus, videos, and resources. This variety supports different learning styles and preferences.

By leveraging profile and performance-based autoplays, we deliver targeted information at critical moments and optimize user and business outcomes. Notably, our innovative, one-click search, which dynamically provides contextually relevant help based on the page the user is on, has contributed to our nearly 50% search action rate globally, demonstrating its effectiveness.

With nearly 30,000 actioned searches from the WalkMe help widget, this approach has saved our customers roughly 2,000 hours (assuming 4 minutes saved per search) in less than a year. When combining all the WalkMe apps we’ve implemented (smart-walkthrus, shoutouts, launchers, shuttles, TeachMe, etc.), we’ve seen well over 300,000 engagements with WalkMe content overall.

One example is our integration between Deputy, WalkMe, and Salesforce. We pull fields such as utilization score into Deputy, which WalkMe can read in real-time. Suppose a customer has been with us for over 60 days, and their utilization falls below a set threshold; WalkMe automatically triggers a targeted popup inviting them to sign up for a free account review. This ensures we engage customers who are most likely to benefit from human support—improving retention while saving internal teams from cold outreach with low response rates. By combining criteria like utilization, geo-location, and role, we can proactively engage the right users at the right time, creating mutual interest and driving operational efficiency.

Previously, we spent significant time combing through NPS data and sending manual emails. By the time we reached out, the opportunity had passed, and we’d often get no response. This solution allows us to identify mutual interests to ensure we are connecting with clients who are interested in connecting with us.

Furthermore, we’ve empowered our trial accounts with TeachMe, facilitating independent self-paced evaluation, learning, and account configuration. By delivering tailored best practice guidance based on role, industry, integrations, and location, TeachMe significantly streamlines the onboarding process. This holistic approach, combining just-in-time support, training, and video resources, has proven crucial in driving adoption and ensuring customer success within our fast-paced industries where many spend time on their feet rather than behind their desks. As a result, we’ve experienced some of our highest web-based trial-to-paid conversion rates. Together, these strategies allow us to deliver scalable, personalized, and high-impact customer experiences—reducing churn, improving efficiency, and accelerating time-to-value across the customer lifecycle.

Before implementing WalkMe, our training teams delivered live webinars four days a week across two regions for new customers. These live sessions required our new clients to be available at a specific time each day for four consecutive days while still running their businesses, making attendance challenging. This time amounted to a minimum of 12 person-hours per week dedicated to these sessions for Deputy. With WalkMe, our clients can learn as they go, in-product, at their own pace, on their own schedule.

This has saved at least 450 hours. Shifting training from a live session to WalkMe has enabled us to redirect those hours to our clients who need us most. The shift from manual, time-bound training to scalable, data-driven learning has allowed internal teams to focus on higher-value engagements. It has empowered leadership with greater visibility into user behavior and adoption metrics.

WalkMe supports procedural learning—learning by doing—which improves outcomes. Traditional training is great for explaining facts and rules, but it often falls short when users need to apply that knowledge to real tasks in the moment. This hands-on approach to learning reduces time to value by enabling our users to learn as they do rather than learn first and then do.

WalkMe significantly enhances and personalizes our user experience by implementing a task-based learning approach. This methodology, rooted in adult learning theory and problem-based instruction, gives users exactly the information and guidance they need—right when they need it. By delivering targeted support and instruction, WalkMe minimizes cognitive overload, ensuring users can efficiently navigate our platform and achieve their objectives of running their business rather than learning our software. WalkMe’s just-in-time contextual guidance simplifies complex processes, breaking them down into manageable steps at the exact moment required to solve the problem. As a result, we’ve had nearly 30,000 actioned searches from our help menu, leading to thousands of deflected support tickets and many hours saved for both Deputy and our clients in the 10 months since our launch.

In short, WalkMe’s on-demand guidance accelerates user proficiency and builds confidence. Tailored content, based on user roles and industry, ensures relevant, immediate learning. Proactive, just-in-time support empowers users to independently resolve issues, minimizing support requests and boosting satisfaction. This holistic improvement not only improves satisfaction and confidence—it allows Deputy to scale efficiently and deliver measurable value across teams and customer segments.

Our mission at Deputy is to improve the world of work, one shift at a time. WalkMe has played a critical role in achieving this by enhancing the user experience, which empowers our customers to manage their workforce more efficiently and confidently within our platform.

Our digital adoption strategy from Walkme aligns seamlessly with our mission. By streamlining complex processes and delivering just-in-time support, we reduce users’ friction when navigating scheduling, compliance, and onboarding workflows. Through task-based learning rooted in adult learning theory, we provide users with exactly the guidance they need when they need it—minimizing cognitive overload and accelerating time-to-value.

This approach has delivered a measurable impact. With nearly 30,000 actioned help searches and over 300,000 WalkMe engagements since launch, our users are reaching clarity faster and relying less on live support. This frees up internal resources and ensures our customers can stay focused on what matters most: their people and their business.

By enabling smarter, more confident users of our platform, WalkMe helps us deliver on our promise to improve work for millions of shift workers and the businesses that employ them.

We’re incredibly proud of launching our WalkMe implementation in just four months—from contract to a comprehensive learning experience featuring custom-branded walk-thrus, TeachMe courses, and Help Center integration. Achieving this in such a short timeframe is a testament to exceptional cross-functional collaboration between our engineering, design, learning, and product teams—and reflects our deep commitment to agility and user-centricity.

What makes this success especially meaningful is how WalkMe now empowers us to move faster without relying heavily on engineering. For example, we’ve embedded walk-thrus triggered by native product buttons using WalkMe APIs. This allows our learning teams to tailor in-product guidance to specific user profiles and adapt quickly to changes—without needing development resources.

Most of all, I’m proud of the efficiency and flexibility WalkMe has brought to our customers and internal teams. It has transformed how we deliver training and support, enabling us to scale with speed and precision while maintaining a personalized, high-quality experience.

Ryan Shiba, Senior Director, Customer Success SMB at Deputy: I’ve been using WalkMe for over 10 years across two different companies, so I have a clear vision of the end product and the roadmap required to achieve it.

As the project’s champion and lead, I drove the WalkMe implementation from initial demos and contracting to building the team and successfully launching a comprehensive in-product learning experience.

This required strategic vision and careful attention to detail to ensure alignment with both business goals and user needs.

The key to this project’s success was our talented Customer Education team and Learning Experience Designers, who combined deep technical knowledge with instructional design to deliver a learning program that has become a true differentiator for Deputy.

Deputy is the world’s leading workforce management platform, revolutionizing hourly work for over 1.5 million workers and 375,000 workplaces across over 100 countries. For over 15 years, Deputy has helped businesses to effortlessly navigate and comply with complex labor laws while enhancing employee engagement with predictable, transparent and flexible scheduling, and delivering actionable insights to transform labor efficiency into a competitive advantage. Deputy is more than just a solution – it’s a trusted partner in building workplaces that foster productivity, well-being, and growth. Discover how we are improving the world of work, one shift at a time at Deputy.com.