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BMO Financial Group Drives Customer Adoption of New Features While Reducing Support Burden with WalkMe’s In-App Guidance.

self service

50% Drop in customer
support requests

employee support

Significant reduction in
development costs

As Bank of Montreal Financial Group (BMO) focused on implementing its digital transformation, it needed a ready-to-go support solution that would gracefully lead customers through new or updated features—without them calling the support centre. WalkMe allowed BMO to do just that, by providing intuitive support and analytics tools that did not impose a heavy burden on the support or development teams.

After implementing WalkMe’s Digital Adoption Platform, BMO reported:

  • 50% drop in customer support requests
  • Significant reduction in development costs

We were seeking ways to increase scalability of our support operations and drive adoption of critical banking functionality, without driving a software development cost – with WalkMe we achieved this.

Sarah Cairns

Initiative Manager, BMO Financial Group

Executive Summary

As one of North America’s largest banking groups, BMO needed to be certain its digital transformation initiatives would be embraced, trusted, and understood by its customers. As it worked to upgrade its online services, BMO searched for a solution that would support and guide customers without relying on the in-house development team, and without overburdening support.

WalkMe met BMO’s needs seamlessly. By providing in-app guidance, WalkMe introduced customers to new or updated features painlessly, eliminating customer confusion. Its analytics allowed the BMO team to monitor exactly how customers interacted with WalkMe, facilitating adjustments when required—all without involving the development team.

Since implementing WalkMe, BMO has noticed a 50% reduction in calls to its support centre, improved customer adoption of new features, and a significant reduction in development costs.

About BMO Financial Group

Bank of Montreal Financial Group (BMO) is the fourth-largest bank in Canada, and the eighth largest bank in North America. BMO, Canada’s first bank, now has more than 1,500 branches in North America, and serves more than 12 million personal, commercial, corporate, and institutional customers in North America and internationally.

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