I first learned about Walkme while I was completing my master’s degree in Learning and Technology early in 2018. At that time I was working in the translation industry and trying to help onboard translators to machine translation software, instead of using more rudimentary methods of translation, Walkme was the perfect solution!
This brief experience led me to my first role as a DAP manager. The company had a fantastic field training program, but they were migrating from Salesforce Classic to Salesforce Lightning and moving a lot of their functionality and workflow. It was a big company-wide change that required a lot of heavy lifting and a lot of training. As a DAP manager, a big part of it was creating awareness: sending shoutouts to let our 10,000+ Salesforce users know about updates and new Salesforce Lightning features, as well as training and best practices, to help the users acclimatize to the new features and how they fit into their workflow.
The greatest success in implementation when I was working at T-Mobile, was right after the merge with Sprint. The Salesforce data from our two companies had merged overnight and accounts that were overlapped between the two accounts were considered “co-owned.” The company had done a great job getting as much communication out about these co-owned accounts in meetings and emails, but I knew that nothing was as important as getting them alerts right on their screen. We were able to use WalkMe to autoplay shoutouts when a user was on an account that was considered “co-owned.” This shoutout let them know it was co-owned, what that meant for them as a seller, and gave them a short walk-thru to help them find the contact information of the co-owner at Sprint.
Not only did we had 100% engagement with the shoutouts, but we had nearly 100% engagement with the users following the walk-thru to find the account co-owner. This saved the sales manager and the sales teams a lot of time and confusion and really let the sales managers know that WalkMe was more than just a training tool, but strategic software to help their sales teams in real-time.
Digital Adoption Leader
I actively search for initiatives and new programs in my company that WalkMe can be helpful for. For example, when I was at T-Mobile, I knew another instructional designer was working on a training for a Salesforce Plug-in, ZoomInfo. She did an amazing job with the training, but I knew that having a tool inside Salesforce to engage users right when and where they needed was invaluable. Even though nobody asked me, I built out the WalkMe content to not only get a user prospecting with ZoomInfo, but I automated steps for them along the way, taking away clicks and making the tool seem even more intuitive and easier than it was.
Employee engagement and usage increased by 30% within a week, in comparison to the initial launch where it took several weeks to reach 30% usage with just the standard training and communication solutions.
As Learning and Development and DAP professionals who sometimes work in small teams or even on our own, we’ve also become so used to learning new skills and upskilling on our own. With the Digital Adoption Institute, it was so refreshing to be part of a cohort and learn alongside other individuals. It was great to see how intuitive the tool could be and how fast you can learn, as well as how individuals who are new to digital adoption were quickly able to devise solutions that inspired me and the rest of the cohort.
Being able to understand strategy and solutions with Walkme as well build creative solutions alongside other DAP professionals during the Digital Adoption Institute, inspired me to create several new strategic solutions to support the company’s success.
I’m constantly on the WalkMe Community page. They created a fun and competitive culture within their DAP community and I’m so here for it! Every DAP professional wants to come up with the coolest and most innovative solutions, and I’m able to learn so much from other builders.
Also, I think a big positive of the current situation has been the different WalkMe webinars that highlight WalkMe customers and discuss how their solutions are helping them during this time. Hearing how industry leaders and executives are helping their teams and customers succeed with WalkMe is a huge inspiration and has helped as my own team pivots to the new normal.