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DAP Professional of the Year 2023

Neerja Katwala

Digital Adoption Experience Manager

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1. What business problem(s) did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?

In our organization, the sales division is crucial for growth. Global sales teams need efficient platforms for deal management. We use CRM and CLM systems, alongside dashboards. However, the following challenges arise:

Training, Onboarding, Change Management: Complex tools and new features were hindering employee understanding. A digital adoption strategy was needed to educate employees about the functionalities directly within the applications to ease onboarding.

Data-Driven Improvement: We faced constraints in understanding user interactions such as tracking usage patterns, clicks, and errors. A digital adoption platform would offer critical metrics, enabling us to pinpoint bottlenecks and enhance usability.

Integration: Transitioning between systems was disrupting workflows and guidance. Digital adoption was needed to ensure smooth transitions and consistent experiences.

Task Automation: Repetitive tasks were diverting the focus of sales users from critical work. Digital adoption was needed to automate processes, freeing time for core responsibilities like deal completion.

Tailored Experience: Diverse roles led to frustration in finding relevant content. Digital adoption was needed to customize user experience based on individual responsibilities.

User Involvement: The absence of a feedback mechanism was hindering improvements to the system. Introducing feedback loops would help foster a more positive attitude towards adopting the platform.

2. How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?

Employee Training, Onboarding, and Support: I integrated WalkMe tools (Shoutouts, Guided tours, Tooltips, and help buttons) to educate employees about software capabilities, streamline onboarding, provide real-time support during deal-closing, and track training progress.

Data-Driven Performance Enhancement: To understand user interactions, I turned to WalkMe’s analytics and UI Intelligence, revealing insights through heat maps, event tracking, and funnels. IDP integration aided user category comparison.

Integration: WalkMe Data and Permalinks enabled cross-application solutions, ensuring seamless transitions between systems without interrupting training or support.

Task Automation: WalkMe’s Auto Steps and Page Action automated repetitive tasks, aligning with our digital adoption strategy, and letting users focus on core responsibilities.

Tailored Experience: WalkMe’s Segmentation (Display Conditions, IDP, and Variables) provided personalized user experiences, enhancing daily activities and platform relevance.

User Involvement: WalkMe’s Survey feature integrated user feedback, fostering engagement, and positive attitudes toward software adoption.

Communication and Change Management: WalkMe’s Shoutout templates, Shuttles, Launchers, and Tooltips ensured proactive updates for smooth transitions. Paired with my strategy, clear communication and WalkMe’s role addressed concerns and emphasized the platform’s value.

3. 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?

Improved User Engagement: Utilizing WalkMe’s interactive on-screen guidance, I’ve observed increased engagement within my sales team. This directly boosts platform utilization.

Faster Onboarding, Reduced Support: WalkMe’s step-by-step guides streamlined onboarding, aiding new team members to swiftly understand systems. In-app guidance lowered support requests and enhanced their efficiency.

Data Accuracy: WalkMe prompts ensured accurate data entry, benefiting stakeholders to make informed decisions.

Time, Productivity Gains: WalkMe’s real-time support optimized troubleshooting, boosting productivity. This grants more time for revenue-generating tasks.

Quantifiable User Insights: WalkMe analytics’s valuable insights into user behavior, pain points, and preferred workflows helped us make continuous system improvements, aligning with user preferences.

WalkMe’s user-centric approach provides a positive experience, aligning with my commitment to empowering employees.

4. How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?

Here are examples of features I was able to implement and the impact and benefits to the company:

1. Flagged Accounts: During ongoing customer negotiations, adherence to protocols is crucial for sales reps to avoid legal risks. I implemented alerts to notify them if they try to edit a critical deal, and directed them to the authorized account rep. Notifying 200 users in 2 months saved $100-1000 million in compliance costs.

2. Survey: I implemented a mandatory survey to understand why users preferred another system for completing their processes, eliminating the need for phone calls by help desk agents. 1000 user responses saved $30,000/month, totaling $360,000 annually.

3. Document Upload Automation: I was able to automate the process of uploading account plans to user’s accounts by clicking on a button. Instead of going through a long process and eventually opening a support ticket, they can let the automation do it for them. With 226 users monthly, we saved $406,800 yearly.

5. What about your implementation or success makes you most proud? Why?

A staggering 94% of our total users have effectively leveraged WalkMe to seamlessly navigate through our processes. This has led to an astonishing 1 million interactions with the content I’ve meticulously developed. The pinnacle of this accomplishment is the remarkable return on investment (ROI) that has exceeded 500%, translating to savings that are measured in the millions of dollars.

Witnessing the tangible transformation my implementation has brought to the user experience and operational efficiency fills me with great pride. The fact that we’ve reduced support requests, ensuring our IT teams focus on strategic tasks, underscores the effectiveness of our approach. The icing on the cake is our ability to quantify these achievements with metrics. It’s immensely gratifying to know that I’ve played a pivotal role in shaping an environment where our users thrive, our company prospers, and our mission is realized.

6. Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.

I’ve played a key role in shaping our game-changing digital adoption strategy, focused on WalkMe integration. Collaborating across teams, I crafted interactive content and data-driven insights that transformed our approach. Looking ahead, I’ll use WalkMe’s analytics for deeper user insights, refining our systems based on preferences. I aim to integrate AI and machine learning for greater productivity and innovation. My commitment is unwavering: to improve user experiences, streamline processes, and drive our organization to lasting growth. We make the world of work, work better for people.

7. OPTIONAL: If you're using WalkMe outside of the project described in this submission, please share additional examples.

Inline Editing: I established automation to verify the presence of mandatory columns, which would enable users to perform inline edits on records, eliminating the need to access individual records.
300 users monthly saved $538,200 per year in training costs.

Duplication of record automation: I enabled users to effortlessly duplicate previously completed records, retaining all the entered details, and eliminating the need for manual data entry.
440 users monthly save 880 hours total per year.

8. Company Blurb

ServiceNow is a leading digital workflow platform that empowers organizations to simplify complex processes, improve productivity, and enhance user experiences. With a focus on automating workflows, from IT and customer service to HR and beyond, ServiceNow transforms how work gets done, driving efficiency and innovation across businesses of all sizes.