GOJO seamlessly transitions to Salesforce Lightning and saves thousands of employee hours with WalkMe

THE SOLUTION

A digital adoption solution to seamlessly automate, not demonstrate

The GOJO CRM team researched a few digital adoption platforms and decided on WalkMe in early 2020. A single builder at GOJO got to work implementing WalkMe into Salesforce. “And then, in the middle of June 2020, right at the height of the surge for us, it was time to go live,” Hoon said.

The team tracked the Salesforce usage statistics weeks before and after the switch. “We had zero slowdown in creating any new records – opportunities, accounts, contacts,” Hoon said. “It was like nothing ever happened – a really seamless migration from Classic to Lightning.”

GOJO also implemented WalkMe for training new sellers. Salesforce onboarding had formerly consisted of eight hours in a classroom with a four-inch binder of process documentation. When GOJO digitized 90% of its new user training by incorporating Smart Walk-Thrus and other WalkMe capabilities, onboarding became a one-hour virtual introduction followed by self-serve digital micro-sessions that sellers can revisit whenever they have questions.

“We don’t do binders or processes with people anymore,” Hoon said. “It’s really an ‘efficiency play’ now. Reducing the clicks and the scrolls, and having WalkMe just do all that, makes using systems – and learning – so much faster.”

Based on these results, GOJO doubled down on digital adoption as a core enabler of change and employee productivity, assembling a team of process experts to become WalkMe builders and implement it on key sales and marketing systems. They created a WalkMe Center of Excellence, led by Lacy Patrino, CRM Engagement Manager at GOJO, and completed Digital Adoption Institute courses and the EnableMe program with Solutions ATI (an implementation partner) to get up to speed on all things WalkMe.

GOJO identified several benefits from the Digital Adoption Institute and EnableMe, Hoon explained. “With these tools, it only takes 40 hours for builders to learn WalkMe, and they spend an average of one hour per week on maintenance throughout the year. Given a standard 2,040 hour work year, this means our employees can spend 93% of their time as business analysts, sales operations specialists and other core roles and just 7% as WalkMe builders. But, just with that 7% of time, we see a huge ROI.”

Patrino adds, “I’m proud of the relationship we’re building with our users and the fact that they trust us. They really believe we’re listening to them. We’re able to deliver on our promises in weeks, sometimes even days, as opposed to long drawn-out developer projects.”

Now, with four of GOJO’s systems connected (Salesforce, Tableau, Highspot, and Conexiom), WalkMe assists users with their work across platforms. “We enjoy that the tool can hop systems,” Hoon said. “You can ask WalkMe in Salesforce how to send a pitch and it’ll take you over to Highspot and walk you through the steps. Or you can view a dashboard in Salesforce and click a button to see more granular data – with WalkMe guidance – in Tableau. WalkMe seamlessly follows users as they bounce from system to system to complete their work. It’s always there to help.”

GOJO has begun to employ WalkMe Surveys for real-time feedback to make sure its tools are meeting sellers’ needs, with an integration that automatically posts the results in its WalkMe Center of Excellence channel in Microsoft Teams. The organization also uses WalkMe Insights to evaluate how employees are using certain tools or system capabilities for more thoughtful change management.

WalkMe’s clear and accurate data has created a culture of transparency and increased focus across GOJO. “Leadership has become more and more reliant on quality data in Salesforce,” Hoon said. “Our digital adoption strategy means there is no excuse for not knowing what to do or how to use the system. This has made forecasts more reliable, sellers more accountable, leaders more focused on outcomes rather than inputs, and empowered our sellers to know everything that’s going on with their book of business.”

WalkMe has proven especially helpful with improving the user experience for GOJO sellers as they convert leads. In native Salesforce, if there are multiple fields missing, the system only calls out one error at a time, which often led to frustration. Some employees would start over and create entirely new opportunities, breaking the link in the sales funnel between leads and opportunities

Now, GOJO uses an invisible Launcher to hide the “convert” button, while WalkMe automatically scans the page in the background. When all fields are filled in correctly, the Launcher disappears and allows the seller to convert the lead.

ActionBot is another essential WalkMe tool that GOJO implemented, which enables sales leaders to build their own campaigns – through a simple “conversation” with the ActionBot. Sales leaders can quickly create campaigns aligned to their sales initiatives, rather than simply receiving tasks from the marketing team, or relying on support teams to configure campaigns. They simply answer a series of questions to create their campaign and ensure leads are imported to the right spot, so leads reach the sellers’ hands fast and leaders immediately see the impact of the campaign.

As GOJO continues to explore WalkMe’s capabilities, it’s evolved from a training tool to a virtual assistant. “I liken it to Googling a restaurant on my phone. Don’t show me how to tap the ten digits to dial the phone number; let me just hit the link and you call the restaurant.” Hoon said. “Our mantra is, ‘do it for me; don’t teach me.’”

THE BENEFIT

Saving thousands of hours of employee time while increasing productivity

GOJO estimates that every time someone uses WalkMe to self-service their question or get quick help, they save at least five minutes by not having to interrupt their process to call someone or wait for an email response. After using WalkMe on just one system for a year, GOJO estimated 4,333 hours saved – the equivalent of two FTEs.

Increased collaboration between sales and marketing has been another significant benefit. GOJO’s digital adoption strategy has made forecasts more reliable and empowered sellers to know what’s going on with their book of business.

Historically, GOJO experienced a disconnect between the sales and marketing teams. Marketing would execute a campaign that generated thousands of leads, but the hand-off to sales was confusing and inefficient, causing follow-up delays and missed opportunities.

“It really limited our campaigns to specifically marketing activities,” said Patrino. “And because we didn’t have marketing activities connected to sales activities, it was hard to understand the ROI and maximize our results.”

Now that WalkMe organizes their work and follow-through, sellers understand and embrace the concept of sales campaigns. “We’re seeing the marketing team and the sales team coming together to do more integrated campaign planning, which benefits our team members, the company, and, ultimately, our customers,” Hoon said.

“WalkMe increases our professional quality of life so our customer-facing teammates can focus on what matters – serving customers and getting PURELL^® out into the world, rather than spending time cleaning up inaccurate data or other administrative work,” Hoon added.

Reliance on digital tools for onboarding and productivity has become essential to GOJO as it evolves into a remote-first company “One of our values is ‘always learning,’” Hoon said. “We’re leaning into digital transformation and, by relying on automation, we’re dramatically improving productivity and effectiveness. The vision of implementing WalkMe and transforming the way we think about change management, training, and adoption has revolutionized how we approach new business systems. New technology and new capabilities achieve better outcomes, faster ­– and continuous improvement is encouraged with a new confidence that we can do it.”