GEOCONCEPT Group decreases support costs, increases software adoption using WalkMe

GEOCONCEPT Group provides geographical optimization software solutions, such as route planning, scheduling, and fleet management applications. When it came time to launch three new innovative apps, the company knew it had to also adopt a new and effective digital adoption platform. Since implementing WalkMe, GEOCONCEPT has reported:

• 25% decrease in support requests
• Improved usability and navigation

GEOCONCEPT Group, a publisher of geographical optimization software solutions, planned to launch three innovative homegrown SaaS routing and scheduling applications. In order to reap the advantages of the new software and stand out in a crowded market, the company needed a robust digital adoption solution that would provide a smooth customer learning and onboarding experience.

GEOCONCEPT partnered with WalkMe to provide onboarding, guidance, and support at the time of need for their customers. By integrating WalkMe’s transparent overlay across their new applications, customers were able to access real-time guidance and learn to use all features and capabilities of the new systems. Thanks to WalkMe, the user’s journey is guided every step of the way, facilitating autonomy and productivity. As a result, support requests have decreased by 25% and customer satisfaction has increased significantly.

GEOCONCEPT wanted to better equip field service workers (including technicians, delivery people, and sales representatives) by launching three powerful homegrown scheduling and route planning SaaS applications: Opti-Time, Opti-Time for Salesforce® and TourSolver. The challenge? Finding a way to introduce these new applications without causing frustration or resistance.

GEOCONCEPT made it a priority to maintain a seamless user experience while ensuring optimal use of the new software. To achieve these goals, GEOCONCEPT needed an innovative approach to training, onboarding, and using its new platforms.

“In a time when customer satisfaction is key, we owe it to ourselves to offer our customers a solution that sets us apart from the competition,” says Christine Daniaud-Galet, GEOCONCEPTs product and knowledge director.

Daniaud-Galet knew effective digital adoption would be key to ensuring that GEOCONCEPT customers quickly and easily adjusted to the new products. A streamlined adoption process would help customers use the software to be more productive and effective at their jobs. It would also help GEOCONCEPT gain and sustain the competitive edge needed to continue thriving in a highly saturated market.

WalkMe functions as an invisible layer over GEOCONCEPT solutions, directing customers from start to finish with the use of in-app assistance, proactive engagement and communication, and step-by-step guidance.

“Instead of casting around to find an answer or calling GEOCONCEPT’s support team to come to their aid, customers can click the WalkMe menu and run a keyword search,” Christine Daniaud-Galet says. “This allows our customers to get answers in real-time right within the flow of work.” The assistance could be a simple pop-up message, a series of step-by-step guides, or another format, depending on the task.

In one application, WalkMe completely replaced an integrated aid system which was tedious to maintain and provided limited functionality. “WalkMe proved to be much more flexible than our previous system,” says Christine Daniaud-Galet.

With WalkMe in place to ensure seamless adoption, onboarding, and training, customer directives are easier to understand and Christine Daniaud-Galet’s team is more efficient.

GEOCONCEPT also uses WalkMe’s powerful analytics platform to gather and interpret detailed data around user journeys and experiences. WalkMe Insights helps Christine Daniaud-Galet and her team gain valuable knowledge about customer behavior and thus optimize process flows. “In the last month, we saw a 40% increase in interactions with WalkMe, validating the relevance and accuracy of the in-app guides,” says Christine Daniaud-Galet.

Through constant product innovation and the strategic decision to implement WalkMe’s Digital Adoption Platform along with its solutions, GEOCONCEPT has gained greater presence in a highly saturated market. GEOCONCEPT was included in Gartner’s 2020 Magic Quadrant for Field Service Management and in Gartner’s 2020 Market Guide for Vehicle Routing and Scheduling, where GEOCONCEPT was named Niche Player for a third consecutive year.

Since implementing WalkMe, GEOCONCEPT has noted a significant decline in confusion among customers while onboarding their new solutions. With WalkMe available within the application, customers complete their onboarding with confidence. As an additional benefit, the support costs associated with deploying new business applications have decreased since deploying WalkMe, positively impacting GEOCONCEPT’s bottom line. “WalkMe is a very powerful and rich solution,” says Christine Danuad-Galet. “It’s simple to configure for responsive results.” As well, thanks to WalkMe, making changes and applying updates was 4 to 5 times faster than with the previous aid system.

“With the analysis of data collected using WalkMe Insights, our product managers, developers, and UX designers know what to focus on to improve GEOCONCEPT’s interfaces and streamline the user experience,” Christine Daniaud-Galet says. “User productivity and user satisfaction are both enhanced.”

Looking forward, GEOCONCEPT plans to expand the use of WalkMe on its SaaS applications to customers. This first initiative is to automate some of the time-consuming steps with the WalkMe ActionBot. This will allow users to interact with WalkMe in natural language for some of the more tedious steps that often prove to be time-consuming, says Christine Daniaud-Galet. Additionally GEOCONCEPT also plans to implement TeachMe for a personalized e-learning experience integrated with customer data, and WalkMe Shield to reduce maintenance time and ensure customers have the best WalkMe experience.