HP Inc

HP Inc. is navigating a complex digital transformation across multiple global business units. Sales teams, in particular, face challenges using new digital tools effectively while trying to meet aggressive productivity goals. Traditional onboarding and training approaches fall short—often generic, delayed, or requiring users to leave their workflow.

With dozens of platforms to use, employees need personalized, in-context support that doesn’t require switching apps or submitting help tickets. We chose a digital adoption strategy to solve this problem. WalkMe enables real-time, in-app guidance tailored to roles and regions, helping users stay productive while learning by doing. We know that 90% of knowledge is forgotten within a week and we want to help users become more proficient in less time while being able to get the information they need in the moment. We use WalkMe to get information to users fast, provide zero-waiting time training and updates, boost data integrity, save time via automation, and use analytics to continually improve processes.

In alignment with HP’s mission to “engineer experiences that amaze,” our DAP strategy transformed complexity into confidence, unlocking agility and autonomy for every user.

WalkMe has been strategically integrated across 15+ enterprise systems including Dynamics, OCI, PriceHub, ICE, and Integrated Quoting (CPQ). Our WalkMe deployment is complemented by process analytics via PowerBI, ensuring a feedback loop allowing us to iterate based on real behavior. WalkMe is a key part of our release management, change enablement, and operational readiness toolkit.

Specific business needs we are addressing include personalized guidance by role/region for:

• Communication (reminders, announcements)
• User onboarding (new tool or user)
• Training efficiency
• Feature adoption (new or changed feature)
• Process completion & compliance
• Self-service support
• Productivity improvements (understand tool usage)
• User feedback (surveys)

Enable Learning in the Flow of Work
Provide step-by-step guidance and self-help to enable users to execute tasks efficiently. This approach helps users become more proficient in less time and accelerates adoption by up to 50%.
Using launchers and automation to increase productivity and personalize experiences by role and market.

Improve Productivity and Experience
Guide users to the most effective behavior and allows immediate adjustments based on feedback. Analytics are used to continually improve processes and reduce time spent in tools.

Drive Change at Scale
Ensure that information reaches users quickly, with tool training and updates delivered at the point of consumption. This approach helps reach the entire target population with zero waiting time to deliver training across all markets and user segments.

Our team delivered a total of 2+ million user interactions via WalkMe over the last 4 quarters (Q2FY24–Q1FY25), generating over $3.5M in annual user productivity gains.
This was driven by in-flow guidance saving an average of 2 minutes per interaction across five core platforms. For Sales, this meant:

• 47.7 minutes/month saved per user through streamlined communications, automation, and content personalization.
• In-tool communications (ShoutOuts) reaching 86.9% of users
• Reduced cognitive load—less switching between apps
• Faster onboarding and improved process compliance

Specific business KPIs include:
User Adoption Milestones: % increase in new users, feature adoption, and workflow completion.
Training Efficiency: Reduction in onboarding time, % of users completing training, positive user feedback.
Impact on Productivity: Improvement in task completion rates, error reduction, and self-service support.
Data & Insights: Behavioral analytics driving process improvements and decision-making.

Some of our success includes:
Saving IT ~41 hours/month and deflecting 85 hours of incoming support tickets with just 2 solution sets.

Over 90% Active users engaged with DAP which proves increased awareness and in tool management of change.

User productivity of over $3.5M/year from user interactions with DAP content in the flow of work (more than 2 million interactions), with an average of time saved of 2 minutes (or more) per interaction, across 5 tools, providing guidance at the point of need, no switching apps, targeted information, data validation.

Over 75% less training hours needed for new users and onboarding, over a period of several months. The decrease in the need of traditional training events occurred as a result of deploying more DAP content in the 2 targeted tools.

Leadership benefits from real-time visibility into adoption trends and friction points. Teams are empowered to take action with user-level insights, resulting in a proactive, data-driven culture of continuous improvement.

Our values—transparency, speed, innovation, and leadership—are reflected in our WalkMe deployment. By embedding support directly within tools, we enabled our teams to innovate with confidence and operate at speed. In just one year, we:

• Engaged 91.2% of licensed users with WalkMe which proves increase awareness and in tool management of change
• User productivity gains of over $3.5M/year from user interactions
• Drove 850,000+ interactions in MyCRM alone, averaging 2 minutes or more saved per interaction
• Achieved 100% completion for many Smart Walk-Thrus (e.g., Create Opportunity)
• Over 75% less training hours needed for new users and onboarding, over a period of several months. The decrease in the need of traditional training events occured as a result of deploying more DAP content in the 2 targeted tools.

WalkMe empowers us to deliver on our mission of creating “experiences that amaze”—not just for customers, but for employees as well. This strategy elevates our internal brand and fosters greater digital confidence at scale.

One of the things that makes me proud is that the DAP program represents a new technology initiative within HP, aimed at transforming how digital adoption is managed and executed. This new technology has been pivotal in driving the organization’s digital transformation and improving overall efficiency.

Improved Productivity and Efficiency, Effective Communication and Support End User Focus, all these aspects of our DAP program highlight and clearly show its success in creating a user-centric environment that enhances productivity, efficiency, and overall user satisfaction. The focus on the end user as the number one priority is evident in every aspect of the program’s implementation and ongoing success.

We’re most proud of the shift we enabled—from reactive to proactive. Instead of waiting for feedback post-rollout, we now identify and resolve friction in real-time.The Tax ID SmartTip, for example, saved an estimated 85 hours in ticket volume, while our growing library of SmartTips helped avoid over 41 hours/month in development time. This operational excellence unlocked IT and change team capacity for higher-value work.We also saw pride from users. Through in-app feedback and surveys, employees shared appreciation for not having to dig through manuals or wait for help. That cultural shift is our greatest win.

Led by our DAP Product Manager and a cross-functional Sales Enablement team, the WalkMe program has scaled rapidly across platforms and personas.

Our vision includes:

• Level-up our Operation Excellence
• Explore more advanced features like ActionBot, WalkMe(X), and increased use of Stories in the business
• Expand to new user segments including Category Managers and CSSMs
• Showcase WalkMe internally to drive interest and demand via monthly User Group sessions and internal communications

Our north star is digital confidence. Every new tool, workflow, and innovation we roll out will be met with real-time, role-based guidance—so employees always feel empowered, not overwhelmed. That’s how we’ll continue to amaze.

HP Inc. is a leading technology company that specializes in developing and manufacturing personal computers, printers, and related supplies. Their vision is to create technology that enhances lives for everyone, everywhere. HP’s mission is to deliver innovative experiences that captivate and inspire.