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Innovative Company - Transformational Business Impact Finalists 2024


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

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.

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

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, I 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.

  • Defined 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.

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?

The journey has been a dream run so far. It has helped different organizations achieve their goals. Here are the main data points:

  • Offshore CoE team – 11 builders
  • Live in 18 enterprise platforms including SFDC,CPQ, ERP, HCM, Gmail, SNOW, JIRA, LMS, CMS, Tableau, Quip, Outreach, Clari and all.
  • AGILE Delivery – We deliver avg. 8-10 projects monthly.
  • Winroom (SFDC and slack integration) – Automating qtr-end deal support to ensure timely resolution.
    • Metrics- ~3350 deal escalations, saved ~6700 hrs and many potential deals from risk of failing out of qtr.
  • Compliance – Introduced an invisible button over “customer adoption and sentiment” info to ensure sellers confirm if they completed the customer data usage and privacy training before accessing it.
    • Metrics- ~1000 popup views by 575 sellers (in 2 months), out of which 381 sellers completed and confirmed training completion.
  • Case management migration – Deployed multi-channel solution across Gmail and SFDC addressing both proactive as well as reactive approach to address the migration from gmail to SFDC. This redirected the users from email support to Lightning efficiently.
    • Metrics- ~500 views(proactive), ~120 Permalink clicks(reactive)
    • ~200 times users followed the guidance in 4 months. Almost ~98% of users redirected from Gmail to SFDC.

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

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

VP, 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.

Sr. Director, GFE – As the leader for Global Field Productivity, I can say without a doubt that WalkMe has had a significant impact on overall productivity. We have so many examples where WalkMe saves our field teams minutes here or there, which doesn’t sound like much, but if you add that up across our entire field organization, the benefits are immense. Our very own Krishna Kumar Saw has used his creativity to automate and reduce wasted keystrokes through the use of WalkMe, and we’ve really only scratched the surface on the benefits WalkMe can show. Nothing slows the field down like systems confusion, and Krishna continues to find ways to help our sellers get what they need from our systems, when they need it.

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.

ERP Lead – To make changes in SAP Ariba, it usually takes weeks if not months going through other channels including a SOW with SAP.Now, with the WalkMe team, enhancements to improve our UX are shortened to days and sometimes hours.The changes are noticeable immediately and beneficial to our employees.

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

I am Director, Digital Adoption & Transformation at Splunk. I lead Digital Adoption strategies and play multiple hats during day-in-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 plan, and success criteria to demo the wireframe, get feedback, perform 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. Also, expand the new hire onboarding process through TeachMe for all new joiners, currently it is limited to GTM organization.

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

Few key wins continued:

  • CCM- Automated Service Appointment set-up reduces manual from 22 to 12, improving data quality as well as enhanced overall productivity.
    • Data- Over 1123 appointments were scheduled in less than 2 months.
    • Jira Observability – Over 51% posts were made using automation over the traditional process
  • Handover Notes- Built automated handover process for support to share notes across teams.
    • Metrics- ~1200 handover globally in less than 2 months
  • RSR ToolKit- Introduced RenewalKit mini providing color coded visual indicators to renewal reps and targeted next steps and related email templates for renewals.
    • Data- ~500 renewal deals across different stages.
  • Discount Optimization- To recalculate values after changes are pushed, we introduced automated flow.
    • Data- ~200 deals have been updated in less than a month.
  • SAP Ariba and Slack integration -Developed mini bots for complex business processes in SFDC CRM across large initiatives as well as hybrid BOT in Ariba
    • ~2200 posts, saved ~7000 hours.
  • Workday annual enrollment – 100% process completion and deployed contents were engaged ~74,000 times.
  • 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.
  • Sales system updates – Monthly announcements, gets ~90% attention from org and saves ~20 hours/month of manual effort.
  • FDC – (1 year) – ~80,000 times SWTs played, 193,000 times Shoutouts viewed, 21,787 launchers triggered, 1,806,291 times SmartTips viewed.
  • SAP – (1 year) – ~70,000 times SWTs played, ~20,000 times launchers clicked to trigger automation, ~43,000 SmartTips viewed.

About your organization

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.

Our purpose is to build a safer and more resilient digital world. Every day, we live this purpose by helping security, IT and DevOps teams keep their organizations securely up and running. When organizations have resilient digital systems, they can adapt, innovate and deliver for their customers.