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Best Employee Experience Finalists 2023

Philips

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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?

The demand to mitigate risks in the procurement contracting process, along with the complexity of establishing a contract workspace in SAP Ariba, can lead to significant delays and negative implications for the business. The overwhelming nature of this process for our buyers necessitates a solution to minimize errors and improve accuracy. Additionally, we face a separate business problem with our Trade in Request (TIR) process in Salesforce (SFDC). With an annual volume of 8K-10K requests and involvement from approx. 10K SFDC users, unsuccessful TIRs result in low sales hits, incorrect reporting, and open TIRs with ongoing requests. This lack of focus on value-add work leads to inefficiencies. Stakeholder management also becomes challenging.

To address these challenges, we implemented a digital adoption strategy. By implementing a digital adoption strategy, we can alleviate the complexities and challenges faced in the procurement contracting process and the TIR process. The enhanced user guidance provided through the strategy will ensure that buyers have clear instructions and support at every step, reducing chances of errors and delays. Real-time support will enable users to seek assistance instantly, resolving issues promptly. Entry validation will help in ensuring accurate data entry, prevent incorrect reporting and open TIRs. Overall, using a DAP platform will streamline processes, improve efficiency, provide a seamless experience for our users, leading to better business outcomes.

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

Philips operates in the highly regulated healthcare industry and places a strong focus on compliance. On a continuous path of improvement, we constantly assure that all required changes are implemented directly in our source systems. Additionally our WalkMe Center of Excellence (COE), which aims to improve employee experience and streamline various workflows in both systems, deployed several digital adoption solutions – including Launchers, Smart WalkThrus, and SmartTips – to augment the underlying platforms and guide the employees through complex processes. The team also used ActionBot to enable team members to ask questions in an intuitive chat interface and quickly get answers about the proper processes, like how to amend a contract, find a contract template, or change signing methods, so they complete new contracts as efficiently as possible.

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? RM Front End empowers RMs to deliver excellence in Wealth Management: To perform daily activities more efficiently and to deliver a differentiated client experience. WalkMe aids our end-users by ensuring:

With WalkMe and our digital Adoption strategy, we have been able to increase user adoption, reduce training costs, improve data accuracy, and reduce help requests. More than 50% reduction in help requests related to the contracting process and 30% improvement of first time right entries is the best feedback we could get. Our initial goal was to eliminate most common mistakes and address frequently asked questions hands-free. Thanks to better user guidance through Smart Tips, Smart Walk-Thrus, ActionBot, and automated validation of error-prone fields, we have managed to reduce the involvement of the operational support team by approx. 200h per month. The support team can now better focus on more complex and demanding cases while the end users do not have to wait up to 48 hours to get a response, face less declines which require contract re-submission and saves time due to empty clicks reduction in automated steps.

4. 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, including WalkMe, has greatly helped us achieve our mission, goals, and values. WalkMe offers enhanced user guidance, real-time support, and entry validation, ensuring a smoother process. It aligns with our goal of minimizing errors, improving accuracy, and delivering exceptional user experiences. This integration showcases our commitment to continuous improvement, technology adoption, and maintaining quality, integrity, and compliance.

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

One of the employees shared the following feedback: “The best part is that WalkMe is barely visible to the user, but it helps me immensely by being a seamless part of getting the job done. It’s working in the background to make sure I complete tasks quickly – and accurately”. When we hear such feedback on our implementation it really makes me feel proud and happy. It means our goal of helping employees get their jobs done without feeling intrusive is the best way to increase user satisfaction.

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.

As Lead, User Experience, my role is to lead the user experience team including the WalkMe team. We started with two applications and have seen great results. Now there are 10 applications which are in the pipeline who want to also leverage the DAP capability with WalkMe. Going forward, we’re looking to build a team of digital adoption experts who will support the company’s stakeholders and empower departments to establish their own digital adoption teams.

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

There are 10 applications which are in the pipeline.

8. Company Blurb

At Philips, our purpose is to improve people’s health and well-being through meaningful innovation. We aim to improve 2.5 billion lives per year by 2030, including 400 million in underserved communities.
As a technology company, we – and our brand licensees – innovate for people with one consistent belief: there’s always a way to make life better.

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