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Best Customer Experience Finalists

LeaseAccelerator

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

We had a traditional Learning Management System (LMS) in place for new customers to use for onboarding to our SaaS LeaseAccounting application. The experience was less than optimal for customers and required a team of 10 to develop the content and manage the system and users.

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

We engaged WalkMe to help us connect our training to our users- in-app, in-context, and real-time. Our Learning team converted our existing LMS training to Resources and Smart WalkThrus (300+ learning objects), transitioned Session/Events management to our CRM, and eliminated the LMS from our landscape completely.

We used WalkMe in conjunction with TeachMe to move from the traditional LMS training model into a more customer-centric, in-app digital adoption strategy. Once we got the content in place and were able to sunset the LMS – and we monetized it! (https://explore.leaseaccelerator.com/resources/leaseaccelerator-university/)

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users?

Our DAP strategy allows us to produce a Customer Experience that currently trends at 100% positive. Since implementation, we’ve increased NPS by 6 points.

  • We now provide in-app training to 6,000 end users. Onboarding (checklist) is instant, accessible, accurate, and open.
  • WalkMe (“Alex”) content is available as soon as a user is added.
  • The In-app launcher provides a seamless experience (no extra logins). The user can watch demo content without leaving the app, and there’s a quick-look progress bar to help the user determine where they are in the overall journey.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your team and/or leadership team?

Our current strategy is actually a revenue stream. It costs a fraction (25%) of the previous customer onboarding solution, requires less than half the resources to manage – and we’ve been able to create a competitive advantage that our Sales team is EXCITED to talk about!

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

Our mission is to enable compliance for our customers. Our ability to reach them real-time, in the flow of work, directly enables us to actively ensure their success.

WalkMe has opened the door to direct customer communications. We’re invested in helping every customer achieve compliance, and we now have a direct line to prevent mistakes, explain calculations, and guide the user step-by-step to success.

  • In 2018, we had a brick-and-mortar training strategy. We were able to certify 30 users / quarter, attendance qualified the user for Certification, and it was done at a cost $2MM+/yr.
  • In 2019, we had implemented an LMS and managed 1400 licensed users. We were able to increase certification to +/- 100 / year and it was based on a quantifiable metric. At this point, the cost had been reduced to +/- $500K/year.
  • In 2020 we implemented WalkMe. We were instantly able to reach an audience of 6,216 active users and provide in-app access to a full suite of training and support.

Now that we have Behavior Based Segmentation, we will soon become a proactive tool used to boost sales and retention by encouraging engagement based on known user behavior.

How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?

Our customers and end users are excited to see the changes in our product; due in large part to our ability to meet them where they are, to identify the pain points via Insights, and respond quickly (without waiting on product engineering’s next release), the response has been outstanding.

Our ability to quickly respond to changes has made our existence within the company invaluable. Stakeholders in every vertical call on us to address issues that they aren’t immediately in a position to (e.g., training for new releases before they’re released to Production, proactive nudging for underused features, marketing and operational communications, UI bugs, etc.)

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

Since implementing our Digital Adoption Strategy we’ve become the highlight of the Executive Board meetings (shhhh don’t tell the others). We always have sexy projects in the pipeline and increasingly able to deliver statistics that back up our successes- who could ask for more?!

Our implementation deviates from standard when we decided to incorporate TeachMe. We’re able to offer our customers a certified training curriculum and can gauge the impact against support tickets. We are able to onboard existing customer/new users through onboarding checklist to accommodate churn (on the customer side), and we’re able to develop centers of excellence that establish real BEST practices by using a certified training path for new customer/new users prior to (or during) their implementation of our product.

About your company

LeaseAccelerator is a SaaS platform that provides lease lifecycle automation. Since 2003, we’ve helped the Global 2000 and private companies get compliant and take control of their leasing process.

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