TUI

For our WalkMe implementation we were focussed on solving 5 key problems:

1. Employees overwhelmed learning a new system & new functionality
2. Dealing with the forgetting curve and personal system retention time
3. Maintaining paper based training materials alongside system updates not viable
4. Increased costs for ‘in person’ training delivery, difficult to measure adoption
5. Increased process queries by employees to local HR teams ( e.g People Services)

From 2018 TUI Group has been working to enable 41,000 employees to use SAP SuccessFactors, our new human capital management software. During the project as more and more modules were being launched, there came a pressing need to streamline the onboarding process and a desire to continuously improve the employee experience. The traditional training approach was no longer valid in such a fast paced global implementation. We needed a solution that could be there 24/7 to support our employees no matter where they are in the world. We also needed a solution that could support our customer facing colleagues who are not at a desk all day long. These colleagues have roles such as pilots, cabin crew, childcare providors etc. and play an important role not only in supporting the business but also keeping our customers safe on a daily basis. These people don’t have the opportunity to use laptops and need support at any point in time when they can access their iPads to complete core tasks. This is when we turned to WalkMe’s Digital Adoption Platform. We knew that WalkMe ‘got us’ and ‘got me’ like no other providor in the market. The solution would also allow us to connect with colleagues globally and in their native language.

As a global company, TUI adheres to the best practices prescribed by its German Works Council to protect employees from unfair or biased practices, as well as ensure that employee data is secure. Thus, it was critical that they selected a platform that would enable TUI to keep employees’ identities confidential – while still enabling the HRIT team to understand trends so they could make improvements. After evaluating options, TUI selected WalkMe as its Digital Adoption Platform.

By leveraging WalkMe, our organisation can streamline the adoption of SuccessFactors, enhance employee experience, and achieve greater efficiency and productivity across the board.

As part of a broader digital transformation strategy, we implemented WalkMe as our Digital Adoption Platform. As a result, we quickly saw a reduction in support queries and overall costs – while increasing employee productivity and user satisfaction. In the years since the launch, WalkMe and digital adoption have become a central piece of TUIs change management strategy, enabling us to continually improve the employee experience, streamline workflows, and reduce friction for employees, managers, and supporting teams.

As we prepared to launch our new HR software, SAP SuccessFactors, we knew we would need to leverage analytics tools to gain deeper insights into user behavior and adoption rates. This data helped us to identify areas where users struggle and tailor WalkMes guidance to address these specific issues.

We also set up a community of Key Users (200 globally) who could support us in the promotion and introduction of the tool. This allowed us to generate updates that were relevant to the end users in real-time.

Additionally, we adopted a Multi-Channel Approach by combining WalkMe with other digital adoption tools and strategies, such as video tutorials, webinars, and interactive FAQs. This multi-channel approach ensured that users were aware of and had access to various forms of support, catering to different learning preferences.

One of the biggest areas we focussed on was personalising the user experiences using the SyFa roles and WalkMes segmentation functionality to deliver personalised guidance based on user roles, departments, or locations. This ensures that the support provided is relevant and tailored to individual needs.

By combining WalkMe with these strategies and technologies, we have created a robust support system that addresses end-user struggles effectively, enhances user experience, and drives higher adoption rates.

With WalkMe, we have 24/7 support. We have contextual guidance tips, notifications for important news, automation, and error alerts–and by providing that to our end users, it means when they do log in to do a core process, were enabling them to complete that process relatively quickly, without error and without needing the support from other team members. WalkMe gives us a way to help employees use our technology to its fullest and, by doing that, we increase their productivity and efficiency. TUI’s employees are now empowered to take learning into their own hands. As they make their way through SAP SuccessFactors various modules, WalkMe gives them the additional support they need with in-app guidance, covering everything from onboarding for new employees to company-wide performance processes. The HRIT team uses TUI branding in their WalkMe content to drive engagement, as well as advanced tooltips and data validation to help employees understand unfamiliar fields and ensure they’re inputting accurate information. As a team, WalkMe allows us to be ahead of the game when it comes to the digitalization strategy within TUI. We are considered forward-thinking and acting in how we can use WalkMe for high-quality, data-based decision making. Within our own team, we use it for all new projects connected with SuccessFactors and the immediate collection of data allows us to quickly see adoption of new processes. TUI is constantly looking for ways to enhance their digital adoption strategy, including using capabilities like Flow Analytics to understand aggregate user engagement and to identify areas for improvement. For example, as we evaluated our performance process, we used flow analytics to uncover when employees were accessing the performance modules and how they navigated the performance evaluation forms – something that was never before possible. Since partnering with WalkMe and implementing its digital adoption strategy, TUI has seen numerous benefits, including significant savings in time and travel costs associated with enablement—an overall reduction of 70% –, a 50% decrease in support tickets, and a 40% increase in task completion rates. But, even more importantly, TUIs digital adoption approach has unlocked new opportunities to enhance employees’ experience, automate work, and get the maximum value out of our systems. More recently, using a simple launcher we have managed to save HR colleagues 500+ hours in time chasing end users for additional information.

Our DAP strategy has allowed our business and colleagues to focus more on value add activities that have a direct impact on our customers. By streamlining and simplifying processes we are able to ‘free up’ valuable time for our colleagues to focus more on our customers.

We are an internationally dispersed workforce with a plethora of different types of worker in and ever evolving industry with strict internal and external regulations. Keeping up with enablement and learning content and process changes is a big challenge for employees, support teams, and administrators. We have used Uses advanced WalkMe capabilities – including automation and logic branching – to simplify and help employees complete processes on time. Used WalkMe to provide on-screen guidance, serving users in multiple languages and eliminating in-person enablement need. Driven task completion with Launchers, preventing users from becoming overwhelmed – and increasing employee process engagement by 40%.

We have been able to baseline our as-is business process KPIs, enable analytics, measure the success of our implementation, execute value checkpoints. The output of this is

• 58% increase in Application Adoption
• 14% increase in Process Adoption (for Objective Setting)
• 40% increase in ‘On-time’ Process Completion
• 50% decrease in Support Tickets
• 500 hours saved for Managers in chasing mandatory compliance training completions
• 576 hours saved for HR in locating documentation for Medical Health Insurers

I am incredibly proud of our Digital Adoption Platform (DAP) implementation with WalkMe. Seeing real-time and tangible time savings, increased adoption uptake, and seamless process completions has been truly rewarding. The word ‘WalkMe’ has become an integral part of TUI’s language and is embedded in projects globally.

One of the most fulfilling aspects of this journey has been working with a group of passionate key users who constantly think outside the box and share my vision for continuous improvement. Their enthusiasm and innovative mindset inspire me every day.

Learning WalkMe from scratch has transformed my role and ignited new passions. Being part of the WalkMe community and supporting other solo builders on their journeys is an honor. Being voted into the DAP 100 for three consecutive years and selected as a WalkMe MVP for three years in a row is a testament to our hard work and dedication.

Speaking at conferences like Gartner and being invited to share our journey at SAP Sapphire Orlando is an incredible honor. It’s a once-in-a-lifetime opportunity that fills me with immense pride. Additionally, seeing our achievements recognized at a London event, where we were featured alongside industry giants like Nestlé, was an unforgettable moment.

Our DAP implementation with WalkMe has not only driven success for TUI but has also been a personal and professional milestone for me. I am excited to continue this journey and see what the future holds.

Laura Dean, Senior Digital Adoption and Training Lead: I am the only WalkMe builder in TUI, it’s my baby and my passion to continue to drive into the business. I feel strongly that WalkMe should play an integral role within all applications used internally and externally at TUI and my mission is to get this to happen over the coming years. I want the whole 62k employees to experience the same joy, passion and role changing adventure that WalkMe gives to me and all of my stakeholders around the business. AI is the next important topic within TUI and we are going to be in incredibly safe hands partnering with WalkMe.

TUI is one of the world’s leading tourism groups, headquartered in Germany. The broad portfolio gathered under the Group umbrella covers the entire tourism value chain under one roof. This integrated offering enables TUI to provide its 21 million customers with an unmatched holiday experience in 180 regions. A key feature of TUI’s corporate culture is its global responsibility for economic, environmental, and social sustainability—reflected in more than 20 years of commitment to sustainable tourism.