Species360 Implements In-App Training and Support for Global Customer Base; Enjoys 100% Product Adoption.
100% Product
Adoption
Onboarding Time -
60% drop
Requests for Support –
35% drop
Species360 is a non-profit organization that manages a wealth of zoological information, of value to conservation groups and animal organizations around the world. WalkMe provided a comprehensive training solution to help ensure the many Species360 users were able to optimize their use of this rich resource, without burdening its lean support team.
After implementing WalkMe, Species360 saw:
- 100% product adoption
- 60% drop in onboarding time
- 35% drop in support requests
“
WalkMe has provided us an ‘always on’ help center that seamlessly integrates with our SaaS delivery model. WalkMe supports our lean training team with top-notch service dedicated to ensuring product value immediately.
“
Josh Courteau
Training Manager, Species 360
Executive Summary
Species360 has developed and maintains a massive database of zoological records, ZIMS. The software is used by zoos, aquaria, and conservation groups worldwide. As a non-profit, Species360 has a small customer support team that must respond to all help requests—and they were struggling to keep up. Species360 needed an effective and comprehensive training solution that would allow global users to access and leverage this important information resource.
WalkMe helped Species360 overcome these challanges in several ways. First, WalkMe Insights allowed the organization to pinpoint the shortcomings in their user interface. Customized (and multi-language) Walk-Thrus were then developed to guide users through the application and its processes. Launchers were also used, to introduce and spur adoption of new features. Overall, WalkMe implementation increased feature adoption, reduced onboarding time, and slashed customer support requests.
The Challenge
Finding a way to train the trainers—and new users too
Prior to discovering WalkMe, the Species360 team experienced significant challenges related to the implementation of their software. More specifically, they needed a new way to train new users and support pre-existing users in adopting new features on their ever-evolving platform. Because the Zoological Information Management System (ZIMS) database is extremely large, containing nearly 10 million animal records representing more than 21,000 species, the company needed a way to teach users how to independently navigate around their software, while enabling them to fully benefit from this extensive catalogue of information.
With a small customer support team based in the U.S. responsible for serving thousands of clients around the world, Species360 discovered that their live customer support model was neither sustainable nor scalable. In their search for a proactive and scalable method to “train the trainers,” Species360 sought a one-stop-shop solution that would provide constant and consistent support, inform users about important system updates, and teach users how to perform new processes within ZIMS.
The Solution
Find the gaps, and fill them with real-time in-app guidance
Upon implementing WalkMe, Species360 utilized WalkMe Insights to identify initial gaps within their user interface, and took this data to build and integrate customized WalkMe features into ZIMS. Species360 has built more than 30 Walk-Thrus that provide step-by-step guidance for performing in-application processes. Furthermore, Species360 implemented 20 Launchers that notify users about new system features and updates, which then contextually prompt Walk-Thrus.
In an effort to educate users beyond the ZIMS platform, Species360 employs Shuttles and Resources to suggest and redirect users to other educational resources (websites, documents, videos, etc.). Species360 also gained the ability to segment which users receive specific information within ZIMS, and target users to receive personalized emails outside of the platform.
Customizable multi-language capability
ZIMS is used by individuals around the globe and Species360 utilizes WalkMe in multiple languages to meet the demands of this diverse customer base. WalkMe has provided even more value for the Species360 customer support team by inserting Launchers into ZIMS that notify users when a bug occurs until the bug is resolved, thus avoiding a flood of support tickets.
The Benefits
Always-on help center slashes onboarding times and support requests
WalkMe is Species360’s “always on” help center, seamlessly integrating within their SaaS delivery model, and providing support and training to their globally distributed user base for small and single-outlet support teams who operate without shift coverage.
WalkMe training system adopted by 100% of users
Since implementing WalkMe, Species360 has reduced the influx of support tickets by nearly 35%, which signifies a major improvement in their overall user experience. Furthermore, training and onboarding times have decreased by over 60%, resulting in nearly 100% user adoption rate. Because WalkMe is now part of the ZIMS platform, customers are able to more easily navigate and leverage the full use of this powerful application.
About Species360
Species360 is an international non-profit organization that provides record-keeping software for zoos and aquariums at over 1,000 member institutions across 90+ countries. For the past 42 years, Species360 has developed and delivered a collection and sharing software, known as Zoological Information Management System (ZIMS), that is used by the majority of conservation organizations around the globe, including the Wildlife Conservation Society (WCS).
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