Case Study: Deloitte cuts support tickets 30% and compresses training time with WalkMe
Key results
The challenge
Deloitte needed to help professionals learn new technologies quickly without lengthy classroom training that reduced client-facing time, a challenge intensified after the shift to virtual learning during COVID-19. Static job aids and formal courses could not keep pace with frequent technology changes.
The solution
Deloitte deployed WalkMe's Digital Adoption Platform to deliver in-app guidance, step-by-step instructions, and just-in-time support across nearly 100 applications, supported by a Digital Adoption Center of Excellence and coverage in 19 languages.
“WalkMe helps with adoption by engaging employees directly within applications and providing just in time guidance, which increases self-service and reduces support tickets.”
DBDoug BeaudoinChief Information Officer, Deloitte Services LP
The results, in context
In-app guidance increased self-service and reduced support tickets by 30%. Time-to-proficiency dropped sharply, with classroom learning for auditing software cut from three days to three hours, while WalkMe was deployed across nearly 100 applications and 19 languages.