1. What business problem(s) did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?
Customer service is doing more with less. Nearly half of our customers still place orders for our products via email, and even fax, in 2023. It’s time-consuming for our customer service team to ingest the request then enter each line item manually, taking more than 30 minutes per order in many cases, and increases the risk of human error that could impact service levels and customer experience.
To digitize a large percentage of those orders we implemented Conexiom, an RPA platform that eliminates the need to enter orders manually once a customer’s order layout is configured. This alone significantly reduced the time required for each order, but it also introduced new challenges.
We had already implemented WalkMe on Salesforce. After sharing impressive results with the steering team, our customer service VP approached us about the potential to use WalkMe on Conexiom to speed up the review process—building competency and increasing adoption across the full customer service team.
We worked closely with our WalkMe partners to evaluate the platform, which turned out to be one of the first times this application has been used in the WalkMe world. After determining it was technically feasible, we aligned one of our WalkMe builders with the customer service team to scope the WalkMe opportunity and develop a work plan that would deliver the results our customer service VP hoped to achieve.
2. How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?
Our order intake software, Conexiom, “translates” data it extracts from variously formatted emails and faxes into our standard order form layout, dramatically reducing the time it takes to input those orders, review, and submit for fulfillment. Our WalkMe Opportunity Discovery covered all processes necessary to configure a customer, maintain their data maps, review orders for possible red flags, and address common order errors to ensure the customer service team could work with Conexiom as efficiently as possible. Conexiom WalkMe reduced our overall order review and correction time from upwards of 30 minutes per order to just a few minutes to scan each order for potential misreads, address any they may find, and submit the approved order for processing.
3. How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?
Because of WalkMe, each member of the customer service team can use Conexiom effectively. The full responsibility of configuring customers and processing orders using Conexiom no longer falls on the customer service leadership team, and the leaders don’t have to address common “how-to” questions as frequently as they had during the initial Conexiom implementation before WalkMe.
In our lean organization, every team member plays multiple roles. Before WalkMe, each customer service representative spent roughly 25% of their time simply processing orders in Conexiom. With WalkMe validation on Conexiom, we’ve created so much process efficiency and error mitigation that we’ve freed 25% of our CSR team’s time so they can invest that time in building better customer relationships and more value-add activities.
4. How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?
WalkMe has enabled our small-but-mighty team of WalkMe builders, who each dedicate 7% of their “day jobs” toward digital adoption, to drive transformation across the organization and the business systems they use every day. Our cross-functional, user-centric approach, coupled with a citizen developer strategy, has helped us live our value of “Better Together,” strengthening connections in our networked organization.
Our value of “Bold Leadership” drove our digital adoption strategy with Salesforce, driving us to take on new challenges and achieve incredible results. At first, we saved users over 11,000 hours and experienced a 373% ROI on our WalkMe investment. Increasingly dramatic results inspired our customer service VP to challenge us to help other customer-facing teammates do more with less and improve their digital experiences, which drove us to tackle Conexiom digital adoption head-on.
5. What about your implementation or success makes you most proud? Why?
Our Conexiom story is just one example of the ripple effect of the many we’re experiencing as we dive deeper into our relationship with WalkMe.
Everything about WalkMe was new when we started the Conexiom project. Conexiom had just been implemented, and our WalkMe Center of Excellence was just forming, with a new leader and new builders. Our customer service team had been mildly exposed to WalkMe on Salesforce, but had no content for their processes and their leadership team wasn’t fully aware of WalkMe’s capabilities. Conexiom itself was a new platform for our WalkMe partners.
Our success demonstrates what’s possible when a team of people come together with open minds and a willingness to listen to and learn from each other and imagine “How might we…?” This includes our WalkMe and SolutionsATI partners who helped us navigate through innovation challenges and develop strong solutions.
6. Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.
We have a full and evolving roadmap with WalkMe. In 2023, we’ve explored 5 more platforms and expanded our coverage to 8 in total. We’ve trained 5 new WalkMe builders from different areas of the organization to help us identify even more opportunity areas.
Our vision is to span all mission-critical business systems with a common, recognizable training, validation, and automation support platform so that, no matter where they are, users can find where they need to be quickly and do what they need to do efficiently. This will help us achieve our goal of realizing the full value of the business systems we use every single day.
7. OPTIONAL: If you're using WalkMe outside of the project described in this submission, please share additional examples.
Cool use cases in 2023:
- Highspot experienced a platform-wide failure that unlinked each user’s Salesforce account. We built an automated Smart Walk-Thru that re-linked each user’s account as soon as they logged into Highspot.
- Our Salesforce admin team couldn’t identify which fields were integrated through MS Azure while they updated configurations. We implemented a simple SmartTip that alerts them when the object they’re working on has impacted fields and links to the field reference.
8. Company Blurb
GOJO helps the world experience greater health and wellness by leveraging more than 75 years of experience to continually introduce improved ways to keep hands, and the surfaces they touch, clean. The clearest example of this commitment is our PURELL® brand – a badge of hand and surface hygiene that is implicitly trusted in hospitals, restaurants, schools, businesses, and homes throughout the world.