Chandler turned to WalkMe to guide employees through various workflows on its key systems, reduce the need to engage support, and drive data integrity and accuracy. The IT department branded its WalkMe solutions as the “COC Help Center” to help staff recognize it across several platforms.
Chandler started with self-service workflows in Oracle’s HCM and iProcurement systems. “Employees need to be able to change their tax withholding or check their pay statements on their own. Supervisors need to understand how to initiate the transfer of an employee or promotion of an employee,” said Kristen Poe, IT Project Manager at the City of Chandler. “With WalkMe, we guide users step-by-step through important tasks they don’t perform every day, as well as provide in-app tips and quick access links to simplify frequent processes and help them save time.”
Now, employees can search for the action they’d like to take via a WalkMe Menu, then a Smart WalkThru automatically directs them to the right section of the system and takes them through the required steps. This simple solution eliminates confusion and frees supervisors to focus on the important workflow at hand – without needing to contact support or a peer.
On the finance side, the team uses digital adoption solutions to simplify expense reporting, making it easy for employees to understand policies and categorize their expenses – not only speeding up the process in general, but also eliminating the need to save and exit the report, ask a peer, or search their intranet, as well as mitigating any errors and processing delays.
After the IT department’s initial success with its Oracle HR and finance system, they quickly expanded WalkMe to other enterprise-wide platforms. One early success was the use of WalkMe for IntelliTime, the timekeeping system where employees submit leave requests and complete timecards, and where supervisors review and approve employees’ requests. WalkMe is also deployed on Chandler’s eDMS, where city staff look up and retrieve any documents and records such as contracts, ordinances, and resolutions. “WalkMe guides employees through the process of searching for and viewing these critical documents,” Poe said. “We need to be confident that information is accessed and managed correctly, so this is particularly important for departments that rely heavily on document storage.”
Chandler also uses WalkMe to improve communication and reach the right employees at the right time. Instead of sending emails that are easily missed, the city uses strategically placed ShoutOuts that appear when users log in to relevant systems to share important updates and nudge users to take action. In one campaign, a ShoutOut encouraged and guided employees through the steps to enable Oracle email notifications: an important setting that was off by default and could lead to employees missing crucial updates related to expense reports, notifications, and workflow approvals.
“Instead of using traditional methods like email blasts, with WalkMe, we can ensure that only the relevant staff members and affected users receive important communications when they log in, making continuous change management far more effective,” Poe said.
As Chandler evolved its digital adoption strategy, the team has taken an even more data-driven approach, including using tracked events and funnels to understand user patterns and potential friction points. “With WalkMe’s analytics, we can dig into data to make informed decisions about where to build and focus our efforts where they’ll have the most impact,” Tenkely said.
The IT department also leverages WalkMe’s keyword reports to identify what users are searching for and which tasks they’re trying to complete, then adjust their guidance accordingly. “We get a lot of value out of looking at keywords that didn’t return results and identifying how we can adapt our solutions to make sure staff get the guidance they need,” Poe said.
WalkMe empowers Chandler’s IT team to simplify staff’s experience workflows in its enterprise-wide applications. “These are systems that either impact someone’s pay, like IntelliTime, which accurately records hours worked into our Oracle system or help them find critical documents ” Tenkely said. “WalkMe helps us ensure that our employees are able to efficiently and accurately navigate complex systems.”