What business problems did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?
Onboarding customers with intelliflo’s cashflow solution used to be a long and complex process. It placed considerable pressure on both our Customer Managers and Cashflow Solutions Team, requiring multiple online training sessions to walk customers through the basics – particularly the initial step of inputting test client data into the system.
As team capacity became more limited, the process became increasingly unsustainable. Much of the time spent on these early calls covered repetitive tasks that felt like a poor use of time for everyone involved. We were looking for a more efficient and scalable way to onboard customers.
Adopting a digital-first approach allowed us to transform the onboarding experience. By combining WalkMe with engaging formats such as videos, articles and structured digital guides, we built a self-serve onboarding journey that customers could engage with at their own pace.
This enabled us to:
- Remove the need for instructor-led sessions in the early onboarding stages.
- Reduce pressure on internal customer teams.
- Ensure consistent delivery of key information.
- Give customers ownership over their learning journey.
The result is a streamlined, scalable onboarding solution that accelerates time to value, supports our customers more effectively, and frees up our teams to focus on where they can add the most value.
How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?
Collaborating closely with intelliflo’s Digital Customer Success Team and the Cashflow Solutions Team, we created a comprehensive digital onboarding experience to support our customers.
The journey begins with a permalink to a ShoutOut included in the first email sent by Customer Managers. This ShoutOut introduces the user to both the onboarding programme and the cashflow modelling solution. It features a welcome video that explains how the cashflow solution works and provides a link to a walk-thru that gives a tour of the onboarding journey and the key features of WalkMe – including where to find it in the menu, how to track progress, and how to get the most out of the experience.
The same ShoutOut is also available via the WalkMe menu, giving users the flexibility to revisit it at any time – a softer, less intrusive approach that respects different learning styles and encourages self-paced progression.
All walk-thrus are interlinked to allow for a continuous flow, but users can also launch them individually and move at their own pace. These resources are surfaced within the WalkMe menu as onboarding tasks, creating an intuitive path through the early stages of solution adoption.
To help us stay connected to the user experience, Customer Managers also have access to WalkMe’s analytics tools, enabling them to track engagement and tailor any follow-up support or training based on real user behaviour.
This approach creates a seamless onboarding experience, helping customers learn in the flow of work and reducing friction right from the very first step.
See examples of the built content here:
How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?
For our customers, the digital adoption strategy provides a clear, consistent self-serve learning journey they can follow at their own pace. It removes the need for scheduled sessions and instead builds confidence in solution adoption from the start – leading to stronger engagement and fewer support queries over time.
In terms of ENGAGEMENT DATA, we’re already seeing clear indicators of success:
– Total WalkMe interactions jumped even before the full launch:
Q4 2024 interactions: 8,423
Q1 2025 interactions: 23,486
– Strong user engagement with onboarding tasks:
80.6% of users exposed to WalkMe completed at least one onboarding task
averaging 5.1 task completions per user
For our internal teams – especially Customer Managers and the Cashflow Solutions Team – WalkMe has helped reduce the pressure of running repetitive training sessions and lighten the support load, especially with stretched resources: with two of the three Cashflow Solutions Team members currently on maternity leave, we introduced a new requirement that all users complete the digital onboarding and build a practice client using WalkMe before accessing further training. This change has completely removed the need for ‘build-along’ sessions during live calls.
POTENTIAL ROI & RESOURCE SAVINGS
Prior to this shift, onboarding was delivered via instructor-led sessions run by two Senior Customer Solutions Managers. At a conservative market rate of £60,000 – £65,000 annually, and assuming onboarding took up 50% of their time, we estimate:
– £30,000 – £32,500 in annual onboarding cost per person
– With 2 of 3 team members currently on maternity leave (and no cover), WalkMe is absorbing a significant share of this onboarding effort
>> That’s an estimated £60,000+ potential annual saving in redirected resource alone
Beyond onboarding, WalkMe also reduces the load on our Support and Customer Success teams. While we don’t yet have formal support ticket tagging in place, based on internal feedback, usage patterns, and industry benchmarks, a conservative 30% reduction in repetitive support queries (e.g. navigation, onboarding, and feature discovery) is a reasonable estimate – freeing up valuable time for higher-impact work across these teams.
Our wider intelliflo colleagues are also finding value in the onboarding journey. For example, a member of the Strategic Enterprise team – who was new to the cashflow solution – used the onboarding tasks to build a strong foundation and create a ready-made test client, which she now uses in her customer sessions. It’s become a genuinely helpful resource across the board.
For leadership, the strategy aligns closely with our goals around scale, efficiency, and customer success. By empowering users to self-serve, we’re reducing time to value, improving adoption, and driving satisfaction.
All these results show the impact of the programme not just on efficiency, but on building meaningful and scalable customer education.
How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?
Our digital adoption strategy directly supports intelliflo’s strategic goals by reducing time to value, increasing adoption of our solutions, and helping customers learn in the flow of work. Here’s how it aligns with some of our key OKRs:
1. Onboard customers more quickly and reduce time to value
This is most demonstrable in our cashflow modelling digital-first onboarding strategy, with WalkMe at the core. It gives customers immediate, intuitive access to guidance and builds a strong foundation in using the solution from day one.
In Q1 2025, 80.6% of users exposed to WalkMe completed at least one onboarding task, with an average of 5.1 completions per user – a clear sign that WalkMe is helping to build early confidence and adoption.
We also saw a major jump in engagement: WalkMe interactions in cashflow modelling increased from 8,423 in Q4 2024 to 23,486 in Q1 2025 – even ahead of formal rollout. This strong uptake highlights how impactful early access to guidance can be in accelerating time to value.
2. Enable customers to learn ‘in the flow of work’ by increasing engagement with WalkMe
WalkMe acts as a first point of help, enabling users to self-serve, explore, and solve problems without needing support tickets or scheduled calls. Our Customer Managers actively promote WalkMe as the go-to support channel – and the data backs that up.
In Q1 2025, both intelliflo systems using WalkMe hit 84% interaction rates, demonstrating that users are turning to in-app guidance to support themselves, when and where they need it.
We design our content to meet users in the moment – offering helpful context via SmartTips, guiding users step-by-step with Smart Walk-Thrus, and drawing attention to key features and updates through ShoutOuts, Launchers, and Onboarding tasks.
Everything we build is focused on embedding guidance directly into the journey – never disrupting it – to help users stay productive while learning on the go.
What about your implementation or success makes you most proud? Why?
Even before we officially launched the programme via email, we saw strong user engagement purely through early access. WalkMe interactions jumped from 8,423 in Q4 2024 to 23,486 in Q1 2025 – a clear sign that what we built was resonating with users. Of those exposed to WalkMe, over 80% completed at least one onboarding task, with an average of 5.1 completions per user. Seeing that kind of interaction before the formal rollout was hugely validating – it showed that customers wanted to use the tools and were finding value in them right away.
We’ve also had really encouraging feedback about the design and user experience. Teams across intelliflo have told us the solution feels like a natural extension of the intelliflo suite – intuitive, polished, and completely on brand. We applied advanced CSS techniques to align everything with our visual identity, tone of voice, and design standards, ensuring the experience feels seamless and embedded – not like a third-party add-on. That attention to detail has really paid off, with the look and feel genuinely complementing our wider solutions.
What’s also been incredibly fulfilling is hearing that the programme is supporting not only our customers but our internal teams, too. Customer Managers and the Cashflow Solutions Team have shared how the experience has exceeded expectations and made their roles easier and more rewarding. One Strategic Enterprise team member, who was new to the cashflow solution, told us how helpful the onboarding had been – not just for understanding the basics, but for building a ready-made, more advanced test client scenario she could use in sessions with her own customers.
That kind of real impact – backed by the data and reflected in the feedback – makes us incredibly proud. We set out to create something that would empower users and support our teams, and it’s fantastic to see that vision come to life.
There’s also a genuine sense of pride in how collaborative this project was. Bringing together multiple teams to deliver something that’s made such a tangible difference has been one of the most rewarding parts of the journey.
Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.
As WalkMe Project Lead, I (Anna Martin) was responsible for both the strategic direction and hands-on execution of this project.
From scoping the initial requirements to collaborating with internal stakeholders to align on goals, I worked closely with two brilliant team members, Paul and Priyanka, to bring the vision to life. Together, we shaped the entire onboarding experience, brainstorming the best ways to guide users, crafting the journeys, and refining the tone and language to ensure it was aligned with our brand and resonated with users.
This was a true team effort. Paul, Priyanka, and I worked side by side to develop a user-friendly and visually integrated experience that fits seamlessly within the intelliflo environment. We combined creative design, strategic thinking, and technical know-how to ensure the onboarding experience not only looked polished but also functioned smoothly, incorporating advanced CSS techniques for a seamless, branded feel.
Throughout the process, we continually iterated and refined the experience, guided by user insights tracked through WalkMe analytics. This allowed us to improve the experience post-launch and ensure it met the evolving needs of our customers.
Looking ahead, our ultimate goal is to build a fully integrated, self-serve learning ecosystem across all intelliflo solutions – one that empowers every user, at every stage of their journey.
If you're using WalkMe outside of the project described in this submission, please share additional examples.
We use WalkMe widely across intelliflo solutions as a key enabler for customer self-serve, making sure users can confidently navigate our tools and get the most out of their experience.
Some of the WalkMe apps and the key ways we’re using them include:
- SmartTips to provide helpful context around fields, especially where specific formats or inputs are required.
- ShoutOuts and Surveys to inform users of product updates, planned downtime, or to gather feedback.
- Walk-Thrus for the most complex journeys, offering step-by-step guidance where users need it most.
- Resources and Shuttles to signpost users to helpful articles, videos, and the broader knowledge base.
- Onboarding Tasks to help new users get started and build strong foundational knowledge.
- Launchers, both visible and invisible. We use visible Launchers across intelliflo office to drive engagement with content directly related to the page they appear on, and invisible Launchers where a more aggressive approach is needed – for example, stopping users from proceeding without first acknowledging important information, particularly in scenarios where missing details could result in financial implications or broken processes.
What really sets our approach apart is the creativity we bring to how these apps are combined and applied. We don’t just use Smart Walk-Thrus for step-by-step guidance – we also build in smart alerts and auto-fill functionality using Smart Walk-Thru steps, including the Set WalkMe Data step. This becomes especially powerful in scenarios where core system filters or messaging fall short, allowing us to shape the experience dynamically based on user actions or needs.
During our intake stage, we gather the requirements, pain points, and wish lists from business stakeholders – then get creative. We scope each solution with care, designing tailored, impactful experiences that elevate the user journey and make key processes easier and more efficient.
We’re also hands-on with advanced CSS and BBCode to make sure everything feels cohesive, polished, and fully embedded in the intelliflo environment. By selecting the right apps for each challenge – and applying smart workarounds where needed – we’re constantly optimising how customers interact with our solutions, saving them time, building confidence, and driving long-term adoption.
About your organization
intelliflo widens access to financial advice through leading technology which powers the financial advisory experience. We use open software architectures combined with unmatched industry experience to simplify a complex digital landscape to help advisors compete and grow. Our solutions support over 30,000 financial advisors worldwide, representing over three million end-investors, with over $1 trillion advised across our platforms.