Visma drives customer experience and reduces support tickets with WalkMe

THE SOLUTION

Digital adoption solutions provide 24/7 guidance and improve customer satisfaction

Visma identified WalkMe as the ideal digital adoption solution for providing in-system support and easing the path to cloud-based solutions, enabling customers to complete critical day-to-day processes – such as running payroll and completing invoices.

“Our cloud learning strategy is clear,” said Larsen. “We’ll provide our customers with an awesome, simple, and easy in-app learning experience. The learning will look the same across all our cloud services and will be included in the software subscription, accelerating the software.”

With leadership’s buy-in, Visma’s product team got to work building digital adoption solutions. Because Visma’s primary goal was to reduce users’ need to contact customer support, they focused on areas where customers had historically raised the most inquiries. For example, since they serve customers across the world, changing the preferred display language was a common question, so the Visma team created a Smart WalkThru to guide customers through the task.

“WalkMe is available 24/7 for our customers, anytime they use our systems,” said Oliver Sogn, Project Owner of Digital Learning at Visma. “Implementing WalkMe means we can be proactive with the support we offer and empower customers to self-serve and accomplish tasks without delay.”

To streamline users’ experience, Sogn and team display their in-app help content, from onboarding guides for new users to release notes and courses for existing customers, in an “always available” WalkMe menu, using segmentation to tailor menus for each product and business it serves. Additionally, Visma uses WalkMe to promote new releases, version updates, and high-priority communications with customers, such as scheduled downtime.

“We had a huge change in one of our ERP systems, where there was a lower VAT rate and we needed to inform the customers about it,” Sogn explained. “Instead of sending emails, we used WalkMe ShoutOuts to spread the word, which is more effective, since customers receive the update directly in the system and can click to learn more.”

Collecting feedback is an important part of Visma’s approach. Visma uses WalkMe to implement surveys asking users to rate the contextual guidance, and this information, combined with quantitative data from WalkMe’s analytics, helps the company make continuous improvements. In a recent example, the company learned that its customers weren’t taking full advantage of the help icons on Visma’s sites because they thought they would be taken to paid digital courses. In response to this feedback, Visma created a WalkMe Launcher with a new icon design that made it clear where customers could find free help.

Visma continues to expand its use of WalkMe, implementing new solutions in creative ways. When Visma was rolling out a new UI/UX design for completing payroll in one of its Human Resource Management systems, WalkMe Launchers linked directly to the new UI so customers could explore the beta version before it was released to the general public.

“What has surprised me most about WalkMe is the possibilities,” Sogn said. “There are so many features and functionalities that can help our customers inside our products.”

THE BENEFIT

WalkMe strategy leads to reduction in support needs and enables continuous improvement

Since implementing WalkMe, Visma has seen an estimated 15% reduction in phone support inquiries and a 28% increase in successful self-help search queries, demonstrating that users find what they’re looking for directly within the product. “We analyzed historical search terms to understand what users were looking for and then implemented various WalkMe solutions to ensure we only show relevant content. As a result, we now see nearly 30% more search queries deliver users the content they need,” explained Sogn.

Additionally, the Visma team used WalkMe solutions to promote an event highlighting important changes to payroll regulations –and saw a 150% increase in customer attendance compared to prior sessions. The team has honed their digital adoption strategy and streamlined the process for its dozens of WalkMe builders throughout the company, so they can maintain and continually enhance the many systems Visma offers its customers.

Going forward, the company plans to add WalkMe to more products and continue tailoring its solutions to suit customers’ needs. “WalkMe has helped us reach our goal of creating a more scalable business model, because we are able to be available for our customers in-app whenever they need us, without any human interaction. This way, our team is readily available to provide high-touch support when needed and our customers get the best of both worlds,” said Sogn.