Case Study: Christus Health improves payment outcomes by $1M a month with WalkMe
Key results
The challenge
Christus Health, with 45,000 associates including 15,000 physicians, struggled to deliver timely training to busy healthcare professionals using 15+ applications. Traditional classroom training and static job aids could not keep pace with technology changes, and billing errors were delaying reimbursement from insurance providers.
The solution
WalkMe's Digital Adoption Platform provided real-time, in-app guidance overlays on Infor ERP, SAP Concur, and Kronos, delivering Smart Walk-Thrus and SmartTips at the point of need and catching billing errors during data entry. Christus branded WalkMe's ActionBot as "Noah" to increase engagement.
“WalkMe has changed our learning landscape. In the past, we've always had to be more reactive in the way we approach learning. Now, we can actually roll out the learning alongside the system or the new products.”
TWTobias WashingtonDirector of Learning Experience, Design and Technology, Christus Health
The results, in context
Improved data entry and error-catching drove roughly $1 million a month in improved payment outcomes and 200-300 fewer support calls each month. WalkMe was layered across 20+ applications, and job-aid creation dropped from three to four months to a couple of days.