PeopleMatter Uses WalkMe to Speed Up Customer Onboarding, Improve User Adoption, and Increase Self-Service Support.
Onboarding Time
Huge Drop
Deflect to Self-Service
15-20% of Calls
Accelerate Employee
Training & Onboarding
PeopleMatter’s employer software platform is designed specifically for the hourly workforce. With a wide variety of customers with diverse needs, PeopleMatter needed a streamlined and customizable approach to training and support—which WalkMe provided.
After implementing the WalkMe Digital Adoption Platform, PeopleMatter reported:
- Significantly faster customer onboarding
- 15-20% of calls deflected to self-service
- Accelerated employee training and onboarding
“
With WalkMe, familiarizing new users with the software is faster and easier. Our customers are better equipped to work on their own and our support staff is much more efficient.
“
Ken Haigh
Chief Technology Officer, PeopleMatter
Executive Summary
The PeopleMatter platform is used by a wide variety of industries, including the retail, restaurant, and service sectors. Because it caters to so many varied customers, each with a slightly different set of demands, PeopleMatter was pouring significant resources into its support and training center. The company needed a way to improve the customer experience for easier and faster onboarding, and greater self-service support and adoption.
PeopleMatter first implemented WalkMe’s intuitive in-app guidance, Smart Walk-Thrus. Because Walk-Thrus can be customized and tailored to specific user groups, support and training information appeared only when and where it was relevant. PeopleMatter has continued to add additional Walk-Thrus and other advanced WalkMe features. Since partnering with WalkMe, PeopleMatter has received significantly fewer support inquiries. PeopleMatter also report greater and faster user adoption and a more efficient customer experience.
THE Challenge
Simplifying and enhancing diverse customer experiences
PeopleMatter offers a wide array of unique and advanced features to its large customer base. With an abundance of diverse customers each interacting with the software in a way that suits their specific needs, PeopleMatter exerted heavy resources responding to customer inquiries related to training and support – this made implementation time longer and more costly.
PeopleMatter came to WalkMe to simplify and enhance its user experience so that onboarding was faster and more efficient, and to help drive greater self-service adoption. At PeopleMatter, providing users with an exceptional customer experience is a top priority.
THE Solution
Easy, fast, and successful implementation of on-screen guidance
PeopleMatter successfully implemented the first 15 Smart Walk-Thrus in under 45 days. PeopleMatter then added another 30 SmartWalk-Thrus, as well as other advanced features like Search and Launchers, a few months later. WalkMe provided PeopleMatter with segmentation capabilities to display Smart Walk-Thrus to the specific needs of each user type. Context-specific guidance allowed more relevant help at the right moment in time for end-users in need.
PeopleMatter customers can easily and comfortably navigate through difficult tasks by following WalkMe’s on-screen guidance. WalkMe acquaints PeopleMatter’s new users with the platform’s array of capabilities quickly, so users can start gaining value from the platform immediately.
THE Benefits
Swift adoption minimizes support requests, accelerates training
PeopleMatter has seen a positive change in the way new users interact with their software. As a result of better, faster user adoption, PeopleMatter’s support center has seen a reduction in basic inquiries as clients are now able to help themselves using WalkMe.
Customers have embraced WalkMe’s functionality in their daily interactions with PeopleMatter. Since full deployment, an average of 60,000 Walk-Thrus are played per month and customer usage of the WalkMe Search capabilities has increased by 1000%.
“With WalkMe, familiarizing new users with the software is faster and easier,” says Chief Technology Officer Ken Haigh. “Our customers are better equipped to work on their own and our support staff is much more efficient.”
“With WalkMe, familiarizing new users with the software is faster and easier,” says Chief Technology Officer Ken Haigh. “Our customers are better equipped to work on their own and our support staff is much more efficient.”
About PeopleMatter
PeopleMatter is a workforce management platform designed specifically for the hourly workforce sector, including hospitality, restaurant, retail, and service companies. Since 2009, PeopleMatter has helped more than 42,000 service-industry locations. The platform is used by some of the biggest names in the service industry, including Applebees, Del Taco, Holiday Inn, Noodles, and Planet Fitnessץ
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