PeopleMatter Speeds Up Customer Onboarding, Improves User Adoption, and Increases Self-Service Support

PeopleMatter’s employer software platform is designed specifically for the hourly workforce. With a wide variety of customers with diverse needs, PeopleMatter needed a streamlined and customizable approach to training and support—which WalkMe provided.

After implementing the WalkMe Digital Adoption Platform, PeopleMatter reported:

• Significantly faster customer onboarding
• 15-20% of calls deflected to self-service
• Accelerated employee training and onboarding

PeopleMatter offers a wide array of unique and advanced features to its large customer base. With an abundance of diverse customers each interacting with the software in a way that suits their specific needs, PeopleMatter exerted heavy resources responding to customer inquiries related to training and support – this made implementation time longer and more costly.

PeopleMatter came to WalkMe to simplify and enhance its user experience so that onboarding was faster and more efficient, and to help drive greater self-service adoption. At PeopleMatter, providing users with an exceptional customer experience is a top priority.

PeopleMatter successfully implemented the first 15 Smart Walk-Thrus in under 45 days. PeopleMatter then added another 30 SmartWalk-Thrus, as well as other advanced features like Search and Launchers, a few months later. WalkMe provided PeopleMatter with segmentation capabilities to display Smart Walk-Thrus to the specific needs of each user type. Context-specific guidance allowed more relevant help at the right moment in time for end-users in need.

PeopleMatter customers can easily and comfortably navigate through difficult tasks by following WalkMe’s on-screen guidance. WalkMe acquaints PeopleMatter’s new users with the platform’s array of capabilities quickly, so users can start gaining value from the platform immediately.

PeopleMatter has seen a positive change in the way new users interact with their software. As a result of better, faster user adoption, PeopleMatter’s support center has seen a reduction in basic inquiries as clients are now able to help themselves using WalkMe.

Customers have embraced WalkMe’s functionality in their daily interactions with PeopleMatter. Since full deployment, an average of 60,000 Walk-Thrus are played per month and customer usage of the WalkMe Search capabilities has increased by 1000%.

“With WalkMe, familiarizing new users with the software is faster and easier,” says Chief Technology Officer Ken Haigh. “Our customers are better equipped to work on their own and our support staff is much more efficient.”

“With WalkMe, familiarizing new users with the software is faster and easier,” says Chief Technology Officer Ken Haigh. “Our customers are better equipped to work on their own and our support staff is much more efficient.”