Visma identified WalkMe as the ideal digital adoption solution for providing in-system support and easing the path to cloud-based solutions, enabling customers to complete critical day-to-day processes – such as running payroll and completing invoices.
“Our cloud learning strategy is clear,” said Larsen. “We’ll provide our customers with an awesome, simple, and easy in-app learning experience. The learning will look the same across all our cloud services and will be included in the software subscription, accelerating the software.”
With leadership’s buy-in, Visma’s product team got to work building digital adoption solutions. Because Visma’s primary goal was to reduce users’ need to contact customer support, they focused on areas where customers had historically raised the most inquiries. For example, since they serve customers across the world, changing the preferred display language was a common question, so the Visma team created a Smart WalkThru to guide customers through the task.
“WalkMe is available 24/7 for our customers, anytime they use our systems,” said Oliver Sogn, Project Owner of Digital Learning at Visma. “Implementing WalkMe means we can be proactive with the support we offer and empower customers to self-serve and accomplish tasks without delay.”
To streamline users’ experience, Sogn and team display their in-app help content, from onboarding guides for new users to release notes and courses for existing customers, in an “always available” WalkMe menu, using segmentation to tailor menus for each product and business it serves. Additionally, Visma uses WalkMe to promote new releases, version updates, and high-priority communications with customers, such as scheduled downtime.
“We had a huge change in one of our ERP systems, where there was a lower VAT rate and we needed to inform the customers about it,” Sogn explained. “Instead of sending emails, we used WalkMe ShoutOuts to spread the word, which is more effective, since customers receive the update directly in the system and can click to learn more.”
Collecting feedback is an important part of Visma’s approach. Visma uses WalkMe to implement surveys asking users to rate the contextual guidance, and this information, combined with quantitative data from WalkMe’s analytics, helps the company make continuous improvements. In a recent example, the company learned that its customers weren’t taking full advantage of the help icons on Visma’s sites because they thought they would be taken to paid digital courses. In response to this feedback, Visma created a WalkMe Launcher with a new icon design that made it clear where customers could find free help.
Visma continues to expand its use of WalkMe, implementing new solutions in creative ways. When Visma was rolling out a new UI/UX design for completing payroll in one of its Human Resource Management systems, WalkMe Launchers linked directly to the new UI so customers could explore the beta version before it was released to the general public.
“What has surprised me most about WalkMe is the possibilities,” Sogn said. “There are so many features and functionalities that can help our customers inside our products.”