Learn how Sage has leveraged digital adoption to manage change and boost digital transformation efforts, creating a future-ready organization.

The challenge

With a workforce of over 11,000 individuals serving over 2 million customers across 20+ countries, Sage needed a scalable, on-demand solution for internal training and employee upskilling. 

The frequency at which employees used certain processes made traditional training methods ineffective, and a more flexible approach was required to provide guidance as it was needed.

The company partnered with WalkMe in 2019 with a goal of solving this challenge. 

How the transformation began

Alice Bridle, Interim People Operations Transformation Director at Sage, recently joined Simon Blunn, SVP & GM of EMEA at WalkMe, at The Future of Work Summit held in London. Bridle shared how Sage is using WalkMe’s Digital Adoption Platform (DAP) to overcome various organizational challenges, from software adoption and proficiency to employee engagement, change management, organizational efficiency, and more. 

Since initially deploying WalkMe’s Digital Adoption Platform, Sage has implemented WalkMe on over 16 different mission-critical applications across their tech stack driving quality business outcomes. WalkMe has accelerated time-to-proficiency for team members, reduced IT help tickets, and reduced training time as well as costs. 

Creating data-driven, seamless user experiences

According to Bridle, one of the major benefits of adopting WalkMe’s software has been the ability for employees to provide pointed feedback to management teams on processes and systems that are used daily. This has had an immense impact on overall employee productivity. 

Additionally, WalkMe’s comprehensive data analytics portfolio provides an invaluable birds’ eye view into employee engagement and software usage. This visibility the identification of user pain points and where errors commonly occur. Using this data, Sage’s team can quickly deploy WalkMe’s in-app guidance, automation, and data protection features to help prevent mistakes before they happen, allowing the company to manage high-stake security issues with precision. 

Sage’s strategic use of WalkMe on its emergency response system illustrates the real-world impact that improving user experience has on employee success. This particular system’s usage is rare, however when it does occur, it is a high-stress situation that requires several urgent processes to be followed. 

Due to the limited use of these processes by Sage’s employees, a lack of system familiarity only exacerbates the stress of emergency situations, increasing the likelihood of human error. Since implementing WalkMe’s software into this response system, employees are guided step-by-step through the entire process, not only to ensure that they are following the process in its entirety, but also to ensure that information is entered accurately – a crucial step to avoiding headaches later on.  

WalkMe helps Sage create exceptional user experiences for their employees that drive outcomes aligned with their business goals, all while maximizing ROI on their existing software investments. Moreover, improved data integrity provides greater protection from organizational risks and reduces costs, on top of increasing efficiency and boosting employee productivity.

To learn more about Sage’s journey with WalkMe, watch the full video featuring Alice Bridle now on-demand.

User adoption is the heart of success. 

I strongly believe that the path to digital success is heavily rooted within the individuals and how we engage with technologies throughout this massive digital evolution humanity is going through right now. 

The solution is within reach, and more accessible than ever. 

Great user experiences result in great business outcomes.

By shifting and putting the employees first, you can deliver a unified but personalized enterprise user experience, connecting the employees to the business workflows. This will result in organizational agility and the ability to perform change management faster and more effectively. 

Let’s drill in and take a moment to understand what the process of software implementation really looks like. 

When you buy new software, you’re looking to solve a specific problem and immediate tactical challenge. You’ll make a smart assessment, buy versus build, develop a strategy, measure the impact and define the solution.

Most likely, if the impact is high, you’ll hire an external consultant, or bring in a contractor to help support and prepare to deploy the software across the relevant business units. 

Consider the end user, every step of the way.

When you’re ready to go live, you’ll communicate the change and create an onboarding plan training plan, which will be the same for everyone. 

This is where things get tricky, because the process doesn’t end there. It’s only where it begins. This is why adoption will be lower than expected. 

Up until now, you only thought about the software and the workflows, not about the end user onboarding. Instead of looking at the software as the core of the workflow implementation, you need to be thinking about the user and how they adopt that technology. 

And when you think about the user, and you have the agility to consistently change and optimize the experience, that’s when you start reaping the real value. 

Think of it this way, if an organization is rolling out a new product or software to their customers, the product manager will plan every step of the user experience and will use multiple analytics tools to ensure adoption, user retention and conversion. The same should apply to employees and internal software. 

Connect your user to the workflow.

Organizations need to take a user first approach to software implementation to employee experience and to digital transformation, user experience and adoption.

This is where WalkMe comes in. The key to defining the success of digital transformation is connecting the user to the workflow. Throughout the years, we’ve invented, together with our customers, a completely new market category, digital adoption. 

We are changing the way organizations approach digital transformation, just as Salesforce workday, ServiceNow and others, defined and redefined their own categories. 

There’s a thriving ecosystem of talented professionals empowering change, a huge market following and a massive support from the top research firms in the world.

By 2025, 70% of organizations will be using a digital adoption solution across their entire tech stack. That’s how big of an opportunity this is for organizations. 

For this transformation to occur, two things need to happen:

1. Your business CIO, executive leaders, department heads, all need the visibility and understanding to know where your users are not engaging with their technology. 
2. Your employees and customers, for whom we want to provide effortless experiences across any software to ensure adoption. 

Tackle your entire digital strategy with WalkMe Enterprise

WalkMe’s latest product additions are going to completely change the way you think about enterprise user experience. 

We’ve been developing our digital adoption platform for over 10 years. Through the work and feedback with our customers, we’ve been able to invent more and more functionalities and solutions to build a synergetic platform for tackling the entire digital strategy. 

We recently launched a full holistic solution of our digital adoption platform geared towards driving impact for organizations, called WalkMe Enterprise.

You can think about WalkMe as a glass layer on top of any application. With our new solution, we’ve basically extended the glass layer on top of your workflows as well,  connecting the workflow to the user, data action, and experience, to provide a great user experience.

With our latest solution, we’ve extended our digital adoption platform further and deeper into data and visibility. Now, you have everything you need to drive impact and business outcomes now.

Want to learn more about WalkMe Enterprise? Watch my full keynote presentation at WalkMe Realize.

If we’ve learned anything from these past couple of years, it is that we’re hurtling towards a digital-first future at turbo-speed—much faster than anyone had anticipated.

With tech playing such a critical role in how we work, shop, socialize and pretty much everything else we do, businesses are keen to hear what industry leaders have to say about digital adoption.

As you prepare for 2022 and beyond, we’ve assembled 6 digital adoption predictions from top analysts and a select few of our incredible WalkMe customers.

Discover how they view this upcoming year in terms of customer experience trends and digital adoption, and what our customers are taking into consideration as they shape their own company strategies.

1. “Digital dexterity is the new frontier“

As the Digital Learning Manager at EDF Renewables, I see 2022 as the year where employers—and employees—who have navigated COVID-19, the shift to work from home, and the Great Resignation must navigate a new frontier and shift from reactive to proactive. Whether they call it by name or not, this new frontier is going to be focused on the “Digital Dexterity” of teams and technology.

In my view, digital adoption relies on a user’s ability to utilize the technology that is at their fingertips…and then to accurately perform their tasks, provide feedback, and have a positive and delightful experience.

Digital Dexterity is a concept where the tenets of digital adoption are true for the software at a user’s disposal, but not only can they effectively use the tools in question, they can fluently and fluidly move between their applications to accomplish even greater efficiencies. We create Digital Dexterity by building consistent experiences across applications, embracing automation, taking a human-first approach to in-tool learning, and various other techniques.

Instead of reacting urgently and out of necessity, like most of us had to do in 2020 and 2021, in 2022, companies will be able to more thoughtfully and strategically design solutions that wholly address and respond to the shifting world of work. How? By taking the employee experience to an entirely new digitally fluid level, ensuring all the workforce accommodations and tech additions we made in 2020-21 work together and in sync, have user-friendly guidance and support, and decrease employees’ time to productivity.

When planning for 2022, I’m focused on how we can use our Digital Adoption Platform(s) to holistically analyze our systems, challenge the status quo, and further our commitment to Digital Dexterity in the workplace.

2. “Data about our systems and users holds the keys to enabling organizations”

Digital adoption is at the core of JobAdder’s learning department and it will continue to be an area of development going into 2022. Our goal is to ensure it is ingrained into our overall business strategy.

With remote working conditions continuing to be on the rise, it’s imperative Digital Adoption solutions equip both employees and clients with the support and resources they need to be successful from anywhere.

A Digital Adoption Platform such as WalkMe helps to fill the gap and provides useful data and analytics for continuous improvement. Data about our systems and users holds the keys to enabling organizations to truly meet employees and users where they are, both contextually and physically, in their moment of need.

This makes me excited about planning for 2022 because at the forefront of JobAdder’s culture are our customers and employees and being able to continue contributing to their success through the right digital experience, analytics and strategy.

3. “I expect a major push toward engaging and effective onboarding programs“

Based on my experience at LeaseAccelerator, I expect a major push toward engaging and effective onboarding programs that better enable companies to navigate new turnover trends (created by the Great Resignation). 

I believe Human Resource Information Systems (HRIS) workflow and scalability strategies will need to include fully autonomous training solutions via Digital Adoption Platforms (DAP) to bridge the gap between the way systems are built (to suit the masses) and the realities of the processes and procedures that are unique to each business unit, function, and role within an organization.

Onboarding and change management programs across the full tech stack will demand remote delivery because work from home, and hybrid models are being used as enticements to attract quality candidates. 

Those candidates will have high expectations for both the onboarding experience and their own performance thereafter. They’ll expect training that effectively gets them to productivity fast; which makes enablement a key feature for any delivery team.

Once hired, it’s our responsibility to prepare those employees with the correct resources and information. The benefit of using a Digital Adoption Platform is that we’re able to do so on their terms and at their pace.  

It’s in anticipation of this evolution that I shift my focus to task/process mining and data driven lifecycle definitions with end-of-life thresholds for our WalkMe content.

In order to be scalable, our content must be accurate, effective, and accessible; and in order for our Digital Adoption strategy to be successful, it must accommodate delivery of that content in ways that are useful, timely, and relevant to the consumer—regardless of where they are, or when they were hired.

To top it off, here are a few analyst predictions that piqued our interest.

4. Gartner’s HCM prediction

By 2024, 60% of large, global organizations will try to address employee experience needs by deploying at least five Human Capital Management (HCM) and digital workplace technologies.

HR departments everywhere are struggling to cope with continuing workforce and economic disruption as the lingering effects of the pandemic unfold. The uneven nature of economic recovery by region and industry sector only adds complexity, and it has helped accelerate the emergence of “new normal” work methods and processes.

Additionally, some HR departments are facing the challenge of managing return-to-work initiatives for certain employee cohorts, while others are trying to limit attrition to reduce the strain on already overburdened recruiting functions. 

Leveraging new work hubs with HCM opens up an additional channel to reach employees. It will be especially useful for HR teams by reducing the resources needed to support users who get ‘stuck’ when using the HCM application. End-user organizations that allow this feature can use it as an example of improving the employee experience. 

*Source: Gartner, “Predicts 2022: HCM Technologies Enable Employee Experience to Support the “New Normal” of Work”, Ron Hanscome, Jeff Freyermuth, John Kostoulas, Chris Pang, Helen Poitevin, November 9, 2021.

Gartner disclaimer: GARTNER is registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

5. Forrester’s employee experience prediction

“2022 will go down as the year executives were forced to care about EX.” The mantra that employee experience (EX) powers customer experience has been on leaders’ lips for years now. But the pandemic made it clear first to employees and then gradually to their exec leaders that without robust EX, workers can and will take their skills elsewhere.

Between failing at so-called “remote” work (which is now just work) and struggling to escape the compliance-heavy approach to HR that has plagued companies for years, 2022 will be a decisive year as C-level execs finally admit that the future of work they had envisioned coming out of the pandemic will remain elusive unless they commit to EX. Fortunately for the few who accepted this years ago, 2022 will be their time to shine.

* Source: Forrester Report, Predictions 2022: The Future Of Work, November 2, 2021.

6. Forrester’s all-digital prediction

The majority of consumers will see the world as all-digital, with no divide.

“In 2022, business leaders will invest in technology and refocus business strategies. AI adoption and tech spending will accelerate. Tech companies will jump into adjacent markets, equally capitalizing on opportunity and sowing confusion. Greenwashing will wash away as sustainability becomes a must-have. 2022 is a year to be bold. The old ways of working no longer work. The future is up for grabs. Leading firms will use the crucibles of 2020 and 2021 to forge a path to an agile, creative, and resilient tomorrow.

* Source: Forrester’s Predictions 2022, North America Guide.

Hope you enjoyed our top predictions for the future of digital adoption in 2022 and beyond. If you want to learn more about WalkMe and digital adoption, subscribe to our blog.

We’ve all been there. Convoluted or broken forms and workflows within enterprise applications hurt our employee productivity, which ultimately creates a burden on the ability to meet business objectives.  

That’s why we’re happy to introduce WalkMe’s UI Intelligence for Microsoft Dynamics 365™️, our latest product based on a machine learning algorithm, which understands the forms in an underlying application. With actionable data on a specific workflow in a form, UI Intelligence provides insights into where your Microsoft Dynamics 365™️ users are struggling.

To get you better acquainted with WalkMe UI Intelligence, we’ve put together our top 9 benefits to help you get the most out of Microsoft Dynamics 365™️:

1. See all Microsoft Dynamics 365™️ forms in one place.

With so many different forms being used, it can be overwhelming to get a full view  into your Microsoft Dynamics 365™️ workflows. With WalkMe UI Intelligence, you can gain visibility into all of your Microsoft Dynamics 365™️ forms, under one roof, so you can understand duplications, make comparisons, and create more consistent user experiences based on actionable data.

2. Get a high level overview of each form (to see where your users are getting stuck).

It’s not a simple task to keep track of each of your Microsoft Dynamics 365™️ forms, and to see which forms are working and which ones leave your users, well, a bit dumbfounded. With WalkMe UI Intelligence, you can benefit from knowing where their users are having issues. You can then review problematic forms with the goal of improving the overall productivity of all users.

3. View your duplicate forms and analyze the number of clicks per field.

Duplicate forms are a common pitfall on Microsoft Dynamics. With the help of WalkMe UI Intelligence, you can see exactly which forms are duplicates. You can also hover each field to see how many users clicked on each field, or which fields are being skipped. It takes the guesswork out of knowing where to deploy digital adoption content. Not only that, but you can also analyze the data and understand which form is performing better, based on lowest completion rate, least amount of errors, and less time spent overall. Then you can decide to keep the best performing form and delete the rest.

4. Improve form completion process (learn how much time is spent on each field).

Users are spending too much time on specific fields because they don’t know how to fill them out correctly. Sometimes it can be a few seconds, other times we’re talking about several minutes. These delays add up, leaving your users frustrated and more likely to abandon the whole process altogether. With WalkMe UI Intelligence, you can see how much time your users are actually spending filling out each field. Errors can be either incomplete fields, incorrect characters, long and irrelevant picklists leading to wrong choices, or mandatory fields preventing you from completing a process. 

5. Dramatically boost your Microsoft Dynamics 365™️ workflows.

Based on the data we already have from customers, we’re seeing that with the help of WalkMe, you can improve your overall Microsoft Dynamics 365™️ workflows. UI Intelligence is the only solution which can provide visibility into frequent errors on forms as well as average completion times. This means that WalkMe customers understand exactly what needs to be fixed to improve workflows and user inefficiencies. From what we’re seeing from our customers, this is, leading up to:

• 3x higher form completion rate.
• Increased user productivity with 4x faster time to completion.
• 2x more accurate data for better forecasting and data management. 

6. Compare your performance before and after deploying WalkMe UI Intelligence for Microsoft Dynamics 365™️.

With WalkMe UI Intelligence, you can see how deploying elements of a digital adoption strategy has helped your productivity. You can also measure the effectiveness of each move you make.

7. Know how you’re performing against others in your industry.

WalkMe UI Intelligence shows your performance against data from other companies in similar industries so you can see how you measure up to the competition.

8. Leverage machine learning to continuously optimize your workflows.

What’s truly special about our UI Intelligence, is that instead of having to figure out what to ask and how all on your own, our AI-based solution automatically asks all the right questions on your behalf. As more time goes by, more data is collected, and higher accuracy is achieved, improving the quality of the data-driven decisions you make every week, month, and year. 

9. Easily set-up WalkMe UI Intelligence (we’re on the Appsource so no integration required).

Getting started is simple. WalkMe can already be found on the Microsoft app marketplace, Appsource so setup is simple and secure. (100% GDPR compliant!) Plus, we’re offering a 60-day free trial for WalkMe UI Intelligence for Microsoft Dynamics 365™️. 

WalkMe’s UI Intelligence for Microsoft Dynamics 365™️ automatically uncovers inefficiencies so your Microsoft Dynamics admins and sales operations know exactly what is needed to boost sales productivity. With visibility into frequent errors and average completion times across forms, make an immediate impact on business objectives by designing workflows that align to sales needs.

Don’t miss this opportunity to try WalkMe’s UI Intelligence technology for free and uncover your personalized insights. You are also invited to join our upcoming webinar to learn more about WalkMe UI Intelligence.