FMC Technologies Improves User Engagement, Reduces Support Burden Thanks to WalkMe In-App Guidance.
Support requests
forecasted to
Drop by 60%
Need for formal
training
Decreased
User time-to-competency
Significant Reduction
FMC Technologies needed an all-in-one training solution for its InterServ platform. They implemented WalkMe Digital Adoption Platform in an effort to encourage self-service support, and reduce the need for formal in-person training and support requests.
Since rolling out WalkMe, FMC has seen:
- Support requests forecasted to drop by 60%
- Formal training needs decreased
- Significant reduction in user time-to-competency
“
Remote learning platforms such as WalkMe will decrease our time-to-competency and allow us to introduce new software systems and changes without increasing our need for formal training.
“
Ryan Spangler
FMC Operations Manager, Williston, ND
Executive Summary
FMC Technologies is a leading provider of innovative subsea technologies, primarily in service to the energy industry. In catering to a fast-evolving industry FMC needed a training solution that would keep pace, and allow its clients to stay up-to-date with InterServ, their internally developed platform. InterServ is a powerful global database used around the world.
WalkMe provided the all-in-one InterServ training solution FMC was looking for. Instant, always-on in-app guidance engaged users, increasing feature adoption and improving time-to-competency. As well, support requests are forecasted to decrease by 60% overall.
The Challenge
Convenient training that allows users to learn on demand
In light of of the constant evolution of the energy industry industry and its increasing focus on technology, FMC Technologies wanted to offer a more convenient and effective tool for training and supporting users on its InterServ platform. The goal was to let users learn at their own pace and as they needed to, with training materials and other resources only a click away.
The InterServ team was aso looking for a way to streamline the user interface and improve user engagement—and WalkMe offered a revolutionary tool to do just that.
The Solution
Interactive, instant guidance improves user experience
With WalkMe, training needs are being addressed in a new and interactive way. Users have access to instant guidance from within the InterServ application through Walk-Thrus, Launchers, Shuttles, and other WalkMe tools.
“WalkMe is a critical training tool as we hire new staff,” says Ryan Spangler, FCS Operations Manager. “Remote learning platforms such as WalkMe will decrease our time-to-competency and allow us to introduce new software systems and changes without increasing our need for formal training.”
The Benefits
Training and support burden decreases as users embrace self-serve option
Since implementing WalkMe, the InterServ team has reported a 10 to 15% reduction in training and support requests. They forecast over 60% reduction in formal training needs and support issues.
Over the course of a year, users clicked through 3,178 Walk-Thrus, indicating that they have overwhelmingly embraced self-service training. Walk-Thrus are customizable and responsive: the feedback from InterServ users has helped improve the content of the Walk-Thrus the InterServ site provides.
“WalkMe has been an excellent tool to use to help our users,” says Brianna Barron, InterServ Database Coordinator, FMC Technologies. “All of its solutions are very user friendly, and the support team is nothing short of fantastic!”
About FMC Technologies
InterServ is an internally developed software of FMC Technologies. FMC Technologies is a global market leader in subsea systems and a leading provider of technologies and services to the energy industry. InterServ is a fully integrated global database that offers data collection, documentation, and certifications, through an Internet-based platform. InterServ tracks usage patterns, inspections, and repair intervals for customers, as well as detailed asset analysis and reporting. InterServ was created in 2005 and is always changing to exceed customer success.
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