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Transformational Business Impact Finalists 2023

Splunk Inc.

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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?

Business Problem – Each organization across Splunk has been introducing fast paced changes in terms of new tools as well as monthly changes in the process as part of various transformation initiatives.

This has caused a lot of friction in employee experience, created change fatigue, and resulted in poor adoption across the organization.

Digital Adoption Strategy – WalkMe has a unique ability to seamlessly integrate with any SaaS platform and provides a unique set of features to build a great user experience. It essentially simplifies the system complexity and provides an experience which in turn builds confidence in the user base.

I lead Digital Adoption at Splunk and we are currently solving use cases at enterprise level across 18 systems CRM, ERP, HCM, OKTA, GMAIL, SNOW, JIRA, LMS, CMS to various sales tools like Outreach, Quip, Clari, CPQ to reporting tool like Tableau.

Currently Digital Adoption is partnering with all these stakeholders and assisting them to have value realization in the areas of adoption, automation, and productivity along with great user experience.

This year, TeachMe took one of our top 5 organization objectives on Systems, Tools, and Processes (STP) complexity reflected from survey and delivered first ever new-hire onboarding for STP use cases across Sales, Sales Engineering, and Customer Success Management organizations.

This allowed Digital Adoption leading the experience for existing Splunkers using WalkMe platform and new-hires using TeachMe.

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

Initially I have conducted road shows to educate leadership on how WalkMe could be beneficial for employee experience and productivity.

Later conducted workshops with different organizations like ERP, CRM, HCM, and IT to understand their roadmap and current challenges.

Post these workshops I have requested leadership to identify SMEs in their org who could be point of contact to explain the functionalities as well as perform UAT and give sign off.

This exercise helped to build champions in these organizations who later brought more use cases where they felt WalkMe could be effective across use cases from adoption, automation to productivity and user experience.

  •  Define AGILE delivery process from intake to planning prioritization to delivery and metrics.
  • Engaged change management as well as communication team to ensure these get aligned to the overall enterprise road map and it has appropriate communication strategy to get user’s attention.
  • Onboarded our SVPs as part of the announcement to highlight the purpose of WalkMe for Splunkers and get them delivered a recorded message. This helped drive the Digital Adoption mindset at large.
  • Share wins/metrics with the leadership team along with the SMEs to highlight the ROI, engage end users for feedback with the help of change management and communication team to understand the next step and reflect on these feedback in future releases.

This helped build confidence in the user base on the commitment and purpose of WalkMe.

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?

Leadership – They recognized WalkMe as a tool addressing various needs supporting their initiatives without requiring any IT engagement. This helped them channelize IT bandwidth into key business processes changes and allow Digital Adoption aka WalkMe to fill user experience and productivity needs.

End User – End-users loved the simplified user experience where they don’t need to learn and remember regular systems/processes changes applied to the monthly release cycle or look for information across different platforms to understand the right way to execute. This helped them scale and provide productivity gain.

Operation Team – Operation team prior to WalkMe had to deal with huge support requests. With the implementation of WalkMe we scaled the support and operation team’s bandwidth so that they could focus on key issues, applied automation to eliminate repetitive tasks so that it saves time, enabled self-service, and built complex cross platform experience to help the support team.

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

Workday annual enrollment – Savings of 14000 hours, 100% process completion and deployed contents were engaged ~50,000 times.

SAP and Slack integration – ~500 posts, saved 1500 hours.

SFDC and Slack integration – ~600 posts, saved 1800 hours.

TeachMe -This is best in art work where we have built experience by integrating a set of systems as well as reduced 10 hours of RSM contents into 1 hour of TeachMe.

Minibots – Developed mini bots for complex business processes in SFDC CRM across large initiatives as well hybrid BOT in Ariba.

Sales system updates – Monthly announcements, gets ~90% attention from org and saves ~20 hours/month of manual effort.

SFDC – (1 year) – ~60,000 times Smart Walk-Thrus played, 140,000 times ShoutOuts viewed, 11,141 launchers triggered, 1,923,411 times SmartTips viewed.

Gmail – (1 year) – 2400 completed tasks, ~37,664 times Smart Walk-Thrus played.

SAP – (1 year) – ~51,000 times Smart Walk-Thrus played, ~13000 times launchers clicked to trigger automation, ~35,000 smart tips viewed.

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

Apart from metrics(shared above), the feedback and response from end users as well as leadership makes me feel proud. Below are few testimonials –

  • SVP, GTMO: “I just wanted to share a quick note of thanks for your support and partnership with GTMO. I’ve gotten feedback from the team that you stand out as a truly collaborative partner, who brings a high level of energy and dedication to helping us be successful in rolling out new programs to the field. You are an explorer searching for new features to find the right approach for Splunkers and a respected business partner for the team. I just wanted you to know how much the team appreciates you and that we’re thankful for your partnership.”
  • VP, GSM:“This is great! Thank you for improving the process and system experience for Splunkers!”
  • VP, GFE: “Well done Krishna and team. This looks like a great use case for the mini bot experience. I look forward to hearing more about the impact. I think the field will definitely appreciate it.”

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 am Director, Digital Adoption & Transformation at Splunk. I lead Digital Adoption strategies and wear multiple hats during daily life as this is a CoE set-up with 11 offshore builders. From reviewing the backlog coming through the intake, to conducting multiple meetings with the stakeholders, reviewing use cases, defining scope, project planning, and success criteria to demo the wireframe, getting feedback, performing UAT, deployment plan and reviewing metrics. Later in the day, I resume work with my CoE team to review the project use case, discuss design and provide details, review build and all.

I have achieved my first milestone, WalkMe is driving DAP for internal employees. My next goal is to expand DAP strategies for partners and customers.

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

Additional feedback –

Director, GTMO: “I also want to acknowledge the hard work that GFE has put in, and wanted to call out Krishna Kumar Saw for helping us with self service using the new help center (powered by WalkMe).”

Director, CMO: “WalkMe eliminates the confusion that often leads a system user to rely on workarounds or out-of-date methods. As such, WalkMe has been instrumental in facilitating successful user adoption of valuable system enhancements.”

8. Company Blurb

Splunk was founded in 2003 to solve problems in complex digital infrastructures.

Splunk has evolved a lot in the last 20 years as digital has taken center stage and the types and number of disruptions have simultaneously escalated. With over 1,100 patents and a culture of innovation, we’ve stayed one step ahead of our customers’ needs. Today, many of the world’s largest and most complex organizations rely on Splunk to keep their mission-critical systems secure and reliable.