Origin

Problem Statement: Our Broadband team who are an inbound contact centre for customers signing up, or looking for support for their existing Origin supplied internet services, were encountering significant challenges in maintaining compliance with essential processes designed to protect vulnerable customers such as those experiencing financial hardship or who are victims of Domestic and Family Violence (DFV). Processes around how such customers information is handled, and what actions can be taken by an agent are crucial for ensuring that our most at-risk customers receive the care and support they need. Due to human error and the complexity of the information required, compliance rates were not meeting the necessary standards. Agents often struggled to find the right, up-to-date information quickly, leading to inconsistencies and potential risks which can result in significant fines to the organisation when found to be repeated or systemic.

Origin has experienced a rapid expansion over the past 12 months, introducing challenges related to the system platforms used by our teams, exacerbating the difficulties in maintaining compliance and efficiency.

Additionally, the team were burdened with significant manual activities requiring repetitive actions across a wide range of customer accounts, which further contributed to the risk of human error. Seeing an opportunity to leverage WalkMe into the development of “Automated Agents” was a significant factor to our adoption of the platform.

Solution Implementation: Origin chose to implement WalkMe’s DAP solution. This decision was driven by the need to provide our agents with contextual information, reducing the burden of searching and provide guard rails to ensure activities were completed in a compliant manner.

Reasons for Choosing a Digital Adoption Strategy:

1. Contextual Information Delivery: WalkMe’s DAP solution allowed us to embed contextual information directly into our agents’ workflows. This ensured that agents had access to the most relevant and up-to-date information precisely when they needed it, reducing the likelihood of errors and improving compliance rates.
2. Ease of Use: The seamless integration of WalkMe made it easy for our agents to navigate and utilise the CRM system they were used to for managing customer accounts, billing and communications. This ensured that agents could quickly adapt and start benefiting from the solution.
3. Real-Time Guidance: WalkMe provided real-time guidance and support to our agents, helping them follow the correct processes and procedures. This feature was particularly valuable in ensuring that agents adhered to compliance requirements during their interactions with customers.
4. Reduction of Information Overload: By streamlining the information delivery process, WalkMe helped reduce the burden on our agents to find and verify the correct information. This not only improved efficiency but also allowed agents to focus more on providing high-quality customer service.
5. Enhanced Training and Onboarding: WalkMe’s solution also played a crucial role in enhancing our training and onboarding processes. New agents were able to quickly get up to speed with the necessary procedures and compliance requirements, thanks to the placement of interactive and intuitive launchers, popups, shoutouts, smart tips, smart walkthroughs and more.

Impact and Results: Since implementing WalkMe’s DAP solution, Origin has seen a significant improvement in compliance rates with an increase of 57% within our Broadband team for the period of Jan 2025 – April 2025. The availability of contextual information and real-time guidance has empowered our agents to perform their duties more effectively, ensuring that all customers, especially those belonging to one or more vulnerable categories, receive the care and support they need. Additionally, the reduction in human error has led to a more consistent and reliable service, enhancing customer satisfaction, trust in our organisation and an uplift in compliance to relevant legislation.

Conclusion: Origin’s successful implementation of WalkMe’s DAP solution has transformed our approach to compliance and customer support within our Broadband team. By providing our agents with the tools and information they need at the right time, we have been able to address critical challenges and improve our service delivery. As a strong adopter of WalkMe, we are excited to share our success story with the broader community.

To address the compliance and operational challenges faced by our Broadband Operations team, we implemented a multifaceted approach using WalkMe in conjunction with other strategies and technologies. This comprehensive strategy ensured that our agents adhered to required compliance steps, identified vulnerable customers effectively, and streamlined various processes within our CRM system. Below are the key components of our approach:

1. Targeted Popups, Launchers, and Smart Tips: We utilised WalkMe’s targeted popups, launchers, and smart tips to guide agents through the necessary compliance steps during customer interactions in our CRM system. These tools provided real-time, contextual information, ensuring that agents understood important conversational triggers to identify vulnerable customers and address their unique needs. By embedding these elements directly into the workflow, we reduced the likelihood of errors and improved overall compliance rates.
2. Hidden Launchers for High-Risk Activities: To prevent high-risk activities from being carried out by agents, we implemented hidden launchers within WalkMe. These launchers acted as safeguards, ensuring that only authorised personnel could perform certain actions. This measure significantly reduced the risk of non-compliance and protected our customers from potential harm.
3. Smart Walk-Thrus for Automation: We developed a series of smart walk-thrus that worked together to automate various activities within the CRM system. These walk-thrus eliminated the need for expensive human resources to validate or action large lists of accounts. By automating these processes, we were able to handle over 15,326 accounts efficiently, reducing the manual workload on our agents.
4. Preventing requirement for extra Full-Time Employee (FTE): The automation of activities through WalkMe resulted in eliminating the need for additional FTE. Over the period from 1 January 2025 to 7 April 2025, we reduced the FTE requirement for additional staffing by up to 18 saving approximately $1,500,000 in annual staffing costs. This allowed us to allocate resources more effectively to other critical areas and prevented a need to scale resourcing up significantly to meet the extra demand of these activities.
5. Remote Desktop Resources: To run these automated solutions, we utilised five remote desktop resources, each operating a service account within the CRM. This setup ensured that the automated processes ran smoothly and efficiently, without disrupting the day-to-day operations of our agents. In total, there was 30 hours of work carried out by each “automated agent” across each of the 5 resources concurrently.
6. Comprehensive Communication and Training Strategy: We implemented a comprehensive communication and training strategy to ensure that agents were aware of the compliance requirements and the role of WalkMe in enforcing these standards. Regular training sessions, updates, and internal communications reinforced the importance of adherence to processes and provided agents with the knowledge and skills needed to utilise WalkMe effectively.
7. Performance Management and Reporting: To support performance management, we provided information on WalkMe goal completions and runs to the management team. This data was used to identify areas where agents repeatedly failed to adhere to processes or compliance requirements. By addressing these issues through targeted performance management conversations, we were able to improve overall compliance and operational efficiency.

Conclusion: By leveraging WalkMe in conjunction with other strategies and technologies, we successfully addressed the compliance and operational challenges faced by our Broadband Operations team. The combination of real-time guidance, automation, and comprehensive training ensured that our agents could perform their duties effectively while maintaining high standards of compliance. This holistic approach not only improved the quality of service provided to our customers but also enhanced the overall efficiency and effectiveness of our operations.

Customers: The implementation of WalkMe has significantly enhanced the experience for our customers, particularly our vulnerable customers. By ensuring that agents follow required compliance steps and understand important conversational triggers, we have been able to provide more consistent and reliable support. This has led to increased customer satisfaction and trust in our services. The reduction in human error and the availability of real-time guidance have ensured that customers receive accurate and timely information, improving overall service quality.

Employees: For our employees, WalkMe has provided a more streamlined and efficient workflow. The targeted supports have reduced the burden of searching for the right information, allowing agents to focus more on customer interactions. The automation of repetitive tasks has alleviated significant manual workload, reduced stress and improving job satisfaction.

Team: The Broadband team has benefited greatly from the integration of WalkMe. The automation of activities within the CRM system has led to a significant reduction in manual tasks, allowing the team to focus on providing efficient and timely customer support. Over the period from 1 January 2025 to 7 April 2025, we automated activities for over 15,326 accounts, reducing the FTE requirement by 18. This has not only improved operational efficiency but also enabled the team to allocate resources to managing incoming call volumes.

Leadership: For our leadership, the implementation of WalkMe has provided valuable insights into team performance and compliance adherence. The data on WalkMe goal completions and runs has been instrumental in identifying areas where agents may need additional support or training. This information has facilitated more informed performance management conversations, leading to continuous improvement in compliance and service delivery. The demonstrable business impact metrics, such as the reduction in FTE requirements through the automation of manual and repetitive tasks, and the significant uplift in compliance performance align with key strategic metrics which are key to the success of Origin, the focus of the leadership team.

Demonstrable Business Impact Metrics:

• Automation of Activities: Over 15,326 accounts were interacted with in completing automated activities, reducing the need for manual intervention. These included things like extension of promotional benefits, realignment of billing and miscellaneous charges, removal of discounts where eligibility had lapsed and more.
• Reduction in FTE Requirement: A reduction of 18 FTE required over the period from 1 January 2025 to 7 April 2025. This prevented approximately $1,500,000 in annual staffing costs
• Improved Compliance Rates: Compliance metrics saw an uplift from 59% to 80%, an uplift of 57% through the period January 2025 – April 2025
• Increased Customer Satisfaction: An increase in Customer Happiness Index from 64% to 73%, an uplift of 14% through the period January 2025 – April 2025
• Enhanced Training, Communication and Onboarding Efficiency: Origin reached 93.6% of users across the CRM platform with information and announcements pushed to support the training and onboarding strategies

Conclusion: The integration of WalkMe into our Broadband team has had a profound impact on our customers, employees, team, and leadership. By providing real-time guidance, automating repetitive tasks, and enhancing training and communication, we have been able to address critical compliance and operational challenges. The demonstrable business impact metrics underscore the success of our digital adoption strategy, highlighting the significant improvements in efficiency, compliance, and customer satisfaction.

At Origin, our mission and values are at the core of everything we do. Our digital adoption strategy, particularly the implementation of WalkMe, has played a pivotal role in helping us achieve our mission and uphold our values. Here’s how:

Work as One Team, One Origin: WalkMe has fostered a sense of unity and collaboration within our Broadband team. By providing real-time guidance and contextual information, WalkMe has ensured that all team members are on the same page, following the same processes and procedures. This has reduced discrepancies and improved overall team cohesion. The automation of repetitive tasks has also allowed team members to focus on providing great customer service, further enhancing collaboration and teamwork.

Be the Customer Champion: Our commitment to being the customer champion is reflected in the way WalkMe has improved our customer interactions. By ensuring that agents have access to the right information at the right time, we have been able to provide more consistent and reliable support to our customers, particularly our vulnerable customers. The reduction in human error and the availability of real-time guidance have led to increased customer satisfaction and trust in our services.

Care About Our Impact: WalkMe has enabled us to care more effectively about our impact on both our customers and our employees. The automation of activities within the CRM system has reduced the manual workload on our agents, leading to lower stress levels and improved job satisfaction. For our customers, the improved compliance rates and consistent service delivery have ensured that they receive the care and support they need. This dual impact underscores our commitment to making a positive difference.

Find a Better Way: Our digital adoption strategy with WalkMe exemplifies our value of finding a better way. By leveraging innovative technology, we have streamlined our processes, reduced the burden of manual tasks, and improved overall efficiency. The automation of manual activities over 15,326 accounts and the reduction of a need to increase resourcing by 18 FTE over a period of just a few months are clear indicators of how we have found a better way to operate. These improvements have not only enhanced our operational efficiency but also allowed us to allocate resources more effectively.

Being Accountable: Accountability is a cornerstone of our values, and WalkMe has helped us uphold this principle. The data on WalkMe goal completions and runs has provided valuable insights into team performance and compliance adherence. This information has facilitated more informed performance management conversations, ensuring that agents are held accountable for their actions and adherence to processes. The demonstrable business impact metrics, such as improved compliance rates and increased customer satisfaction, further highlight our commitment to accountability.

Demonstrable Business Impact Metrics:

• Automation of Activities: Over 15,326 accounts were interacted with via automation, reducing the need for manual intervention.
• Reduction in FTE Requirement: A saving of 18 FTE through automation over the period from January 2025 to April 2025. This prevented approximately $1,500,000 in annual staffing costs
• Improved Compliance Rates: Uplift from 59% to 80% an increase of 57% over the period from January 2025 to April 2025
• Increased Customer Satisfaction: Uplift from 64% to 73% an increase of 14% over the period from January 2025 to April 2025
• Enhanced Training, Communication and Onboarding Efficiency: Engagement with 93.6% of users across the CRM platform providing capability to push notifications, warnings and updates in line with the training, onboarding and communication strategy.

Conclusion: Our digital adoption strategy, with WalkMe at its core, has been instrumental in helping Origin Broadband achieve its mission and uphold its values. By working as one team, championing our customers, caring about our impact, finding better ways to operate, and being accountable, we have made significant strides in improving our operations and service delivery. The demonstrable business impact metrics underscore the success of our strategy, highlighting the tangible benefits of our digital adoption efforts. We are proud of the progress we have made and look forward to continuing to build on this success.

At Origin, our implementation of WalkMe has been a remarkable journey of innovation, efficiency, and growth. Several aspects of our success stand out, making us incredibly proud of what we have achieved. Here are the key elements that highlight our pride in this implementation:

1. Delivery of automation via an “Automated Agent” through WalkMe using an unconventional solution: One of the most groundbreaking aspects of our implementation is the delivery of automation via an “Automated Agent” through WalkMe. This unconventional solution has allowed us to automate complex processes within our CRM system, which were previously handled manually by our agents. By leveraging WalkMe’s capabilities, we created a series of smart walk-thrus that work together seamlessly, automating tasks that would otherwise require significant human intervention. This innovative approach has not only streamlined our operations but also set a new standard for how digital adoption solutions can be utilised to drive efficiency and accuracy.

2. Significant Savings in Required FTE to Complete Manual Tasks: The automation of repetitive and time-consuming tasks has led to substantial savings in the FTE requirement. Over the period from January 2025 to April 2025, we achieved a ”reduction” of 18 FTE. This significant saving has had a profound impact on our operational costs of approximately $1,500,000 in annual staffing, and allowed us to reallocate resources to more strategic and value-added activities. The ability to handle over 15,326 accounts through automation has demonstrated the power of WalkMe in transforming our workforce dynamics and enhancing productivity. This achievement is a testament to our commitment to finding better ways to operate and delivering exceptional value to our organisation.

3. Implementing Updates to Platforms to Support a Fast-Growing Business: Our Broadband team has experienced rapid growth, reaching nearly 200,000 customers since 2018. Implementing updates to our key platforms to support this fast growth was a critical challenge. The digital adoption solution provided by WalkMe enabled us to integrate these updates smoothly and efficiently, ensuring that our agents could adapt quickly to the evolving demands of our business. This successful implementation has not only supported our growth trajectory but also reinforced our ability to scale operations while maintaining high standards of service and compliance.

Conclusion: Our implementation of WalkMe has been a transformative journey that has delivered significant benefits across our organisation. The innovative use of “Automated Agents” for automation, the substantial savings in FTE requirements, and the successful support of our fast-growing business are achievements that make us incredibly proud. These successes reflect our commitment to our values of working as one team, championing our customers, caring about our impact, finding better ways to operate, and being accountable.

Marc Hunter, Capability Lead: As an architect and builder for the Digital Adoption Platform (DAP) solutions at Origin since November 2024, my role has been pivotal in designing and implementing the strategies that have driven our recent successes within the Broadband team. My responsibilities included conceptualising the overall framework, developing the specific WalkMe solutions, and ensuring seamless integration with our existing systems. This hands-on involvement allowed me to directly influence the effectiveness and efficiency of our digital adoption strategy.

Role and Responsibilities: In my capacity as the architect and builder, I focused on creating a robust and scalable DAP implementation that could address the unique challenges faced by our Broadband team. This involved:

• Designing targeted popups, launchers, and smart tips to guide agents through compliance steps and identify vulnerable customers.
• Implementing hidden launchers to prevent high-risk activities.
• Developing a series of smart walk-thrus to automate tasks within our CRM system, thereby reducing the need for manual intervention.
• Ensuring that the solutions were user-friendly and provided real-time guidance to our agents.

Results and Impact: The results of our recent success have been significant and far-reaching. Our success has been recognised within the organisation, leading to a review of the results with an aim to replicate the success of our initial implementation, driving efficiency and improving service with future iterations and ideas. Looking ahead, our vision is to continue leveraging WalkMe to drive innovation and efficiency at Origin. We are committed to exploring new ways to automate processes and reduce the burden of manual tasks on our employees. This includes setting up WalkMe to work seamlessly with other apps and tools, creating a more integrated and cohesive digital ecosystem.

Our future initiatives will focus on:

• Identifying additional areas where automation can deliver significant benefits.
• Enhancing the user experience by providing more intuitive and contextually relevant guidance.
• Expanding the use of WalkMe to support training and onboarding processes, ensuring that new employees can quickly adapt to their roles and contribute effectively.
• Continuously monitoring and analysing the impact of our digital adoption strategy to identify opportunities for improvement and optimisation.
• Working closely with other areas of the business where WalkMe is also used such as People and Culture, Retail Energy and Integrated Gas, to share knowledge, refine and unify our approach to its implementation, ensuring that we are all able to get the most from WalkMe.

By staying true to our values we are confident that our digital adoption strategy will continue to deliver exceptional results.

At Origin, our commitment to leveraging digital adoption solutions extends beyond the Broadband Operations team. We have successfully implemented WalkMe across several other divisions, each benefiting from the unique capabilities of this powerful tool.

Establishing Forums for Collaboration: To maximise the benefits of WalkMe across these various divisions, we have established forums to facilitate interaction and knowledge sharing among different teams. These forums provide a platform for team members to share solutions, discuss challenges, and exchange information regarding the DAP implementation. By harnessing the collective learnings and experiences of our teams, we are able to continuously improve our digital adoption strategy and provide the best possible support to our respective divisions.

Origin Broadband, a division of Origin Energy, is an Australian internet service provider offering a range of broadband plans, including bundled options with energy services, and aims to provide reliable internet and customer satisfaction. Origin Broadband has been recognized by Canstar Blue, Finder and WeMoney for customer satisfaction, earning awards for value for money, customer service, and ease of sign-up/set up.