KeyBank turned to WalkMe to enhance its banking platform’s front-end experience and guide customers through complex processes, promoting self-service and improving operational efficiency. The team started with one of the most common workflows: adding new users. Clients often need to add various team members, from controllers to clerks to accounts payable to accounts receivable. Historically, clients would contact their account team or support to complete this process, leading to numerous help inquiries per month.
The digital adoption team implemented a WalkMe solution that promotes a digital add user flow and automatically completes the process for clients. This dramatically simplifies the task for users and has reduced ticket volume by 80%. Additionally, the team hyper-targeted top clients to promote new digital options for completing the add user process, leading to a 90% adoption rate among the invited clients.
As new platform features become available, the company uses WalkMe to hyper-target the affected users, communicate the capabilities in real time, and then automatically guide them through the process of setting up the necessary services. The company has found segmentation to be useful for time-sensitive communication as well.
“Segmentation is a game changer for us,” Ewart said. “We segment almost everything. For us, it’s one of WalkMe’s most powerful features because we can get so specific with who we target, why, when, and for what.”
The team also cites the agility WalkMe gives them as a key benefit. When KeyBank needs to implement temporary guidance, the organization can easily create WalkMe content that sits on top of the user interface. Once the guidance has served its purpose, they can remove it just as easily – eliminating the need for the tech team to go through the more involved process of developing and launching updated platform code. These augmentations have freed up time for the tech team to tackle other high priority items for their clients. “WalkMe is not a tool that works against or competes with the technical team, but enhances what they’re able to do, and fills in when their priorities are elsewhere,” Ewart said.
Additionally, the digital adoption team can build WalkMe content that solves immediate needs while IT teams work on platform updates that require longer development cycles. For example, during tax time, KeyBank discovered that a specific tax payment form field was case sensitive and blocked customers from submitting payment if completed incorrectly. The digital adoption team built, tested, and deployed a field validation in a matter of hours to prevent such errors and ensure clients could quickly and accurately complete the workflow. “We can use WalkMe to create fast solutions that add tremendous value to our clients,” said Ewart.
KeyBank also uses WalkMe Insights to optimize its digital adoption strategy and continuously improve client experience. With Insights, the company monitors the drop-off rate for workflows to discover friction points and develop user-friendly guidance.