"How-to" support requests 31% Drop
Simplified Self Service 550,000 Clients

Tyler Technologies offers end-to-end information management services to local governments. With 550,000 clients and growing, it became crucial for the company to adopt a workable, efficient self-serve training and support system. After implementing WalkMe’s Digital Adoption Platform, Tyler Technologies enjoyed:

  • 31% drop in how-to support requests
  • Simplified self service
  • More time for value-added tasks

Executive Summary

Tyler technologies video poster image

Tyler Technologies offers information management software to local governments and school districts around the world. With 550,000 clients and growing, Tyler’s services are obviously in demand—and so was their support department. Tyler was inundated with basic “how-to” support calls, which pulled the Tyler team away from value-added tasks and resulted in frustrated clients.

By working with WalkMe, Tyler designed and implemented a range of customized step-by-step tutorials to guide users through their platform at the time of need. WalkMe Insights provided the Tyler team with valuable analytics to help target their services. In just five months, Tyler reported one-third fewer support requests, increased customer satisfaction, and better feature adoption. Tyler employees, too, enjoyed the benefits: with less basic support calls, they were able to focus on moving the company forward.

THE CHALLENGE

Eliminating “how-to” support calls with accessible self-service support

With clients across North America and overseas, Tyler Technologies strives to provide a user-friendly and effortless solution to help their employees and clients adopt their powerful information management system.

Before implementing WalkMe, the Tyler team spent several hours a day tending to support tickets related primarily to “how-to” questions. Given that Tyler’s diverse user base recently grew beyond 550,000, the number of support-related calls was reaching an unmanageable level.

Customizable, seamless integration

Tyler wanted to be able to deliver an easy-to-use solution for a consistent and customized experience for all users, regardless of their technical abilities and prior knowledge of the Tyler Technologies interface. The solution had to integrate seamlessly into their existing platform and eliminate their need to alter or rebuild their pre-existing products.

THE SOLUTION

Step-by-step tutorials, initiated precisely when they’re needed

Each client uses Tyler Technologies in a way that relates specifically to their county, state, or country policies. Tyler needed a guidance and engagement platform that was customizable, easy-to-use, and quick to launch. WalkMe made it possible for Tyler Technologies to segment users’ experiences and wait for certain conditions to be met before launching a relevant step-by-step interactive tutorial. Tutorials can also be initiated on-demand and as needed.

Intuitive in-app guidance

To reduce client support calls, Tyler used WalkMe to assist clients in performing any task in real-time from start to finish. Since implementation, both first-time and returning clients can be guided step-by-step through any process while they are actually completing the task at hand.

This new open support system improved the overall user experience by enabling clients to revisit, re-learn, and perform processes at any given time. Tyler also implemented WalkMe Insights analytics, which enables staff to better understand clients’ specific needs, and target them with relevant language and support.

THE BENEFITS

Reduced support burden; dramatically improved user experience

The WalkMe platform provides Tyler Technologies with contextual step-by-step guidance that addresses all of Tyler’s client concerns. Since implementing WalkMe, Tyler has experienced a 31% decrease in “how-to” support calls, leading to a 23% decrease in overall support call volume over a five-month period. As a result, the support team has gained valuable time that can now be dedicated towards performing value-driven actions for clients.

WalkMe also enables Tyler Technologies to provide in-application support, which has resulted in higher goal completion rates, an improved user experience, and reduced user frustration. Additionally, WalkMe’s analytics system can suggest specific resources to Tyler’s clients through precise segmentation which has increased self service adoption and overall client satisfaction.

About Tyler Technologies

Tyler Technologies is a leading provider of end-to-end information management solutions and services for local governments. Tyler partners with clients to empower the public sector—cities, counties, schools, and other government entities—to become more efficient, more accessible, and more responsive to the needs of citizens. Tyler’s client base includes more than 15,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom, and other major international cities.