Nestle

The full scope of Nestlé’s IT landscape is complex. Nestlé operates in 188 countries, with around 275,000 employees across thousands of applications owned by global product owners who need to adapt the technology to the needs and requirements of every location, employee, and business unit. Many of Nestlé’s core applications are 3rd party and offer limited options for customization. WalkMe has, in short, completely revolutionized Nestlé’s ability to improve upon and react to the rapid changes and evolutions in IT applications required to complete daily tasks. Maintaining market advantage for Nestlé globally requires continually being at the forefront of digital fluency for our employees and digital adoption is critical.

Nestlé initially explored WalkMe on one application, and within three years expanded to 173 editor systems (46 with visible content, 127 for analytics). We now have a Center of Excellence (COE) of seven internal Nestlé employees, one autonomous satellite COE, two external service provider teams, and close to 400 WalkMe content builders. WalkMe has grown into a critical tool enabling digital transformation within Nestlé. In July alone, we had 167,000 employees across all apps interacting with our WalkMe Web solutions and 40,000 employees receiving WalkMe Workstation notifications across 30 markets. The future of our digital employee experience is in the hands of our digital adoption strategists.

This year’s buzz was all about Artificial Intelligence (AI), and at Nestlé, we are committed to adopting AI tools in a safe, ethical, and responsible way. WalkMe has been instrumental in supporting AI by providing guidance to our employees on how to use new AI tools and features in a safe and compliant way. This has helped us to increase adoption and improve productivity while ensuring AI is used responsibly.

A major initiative this year is the rolling out of the new intranet for Nestlé, Our Nest. Each market was introduced individually and paired with a custom WalkMe introduction to guide them through the key features through an innovative “scavenger hunt” experience. We have currently onboarded tens of thousands of Nestlé employees across 50 markets in 10 languages and are about to enter the final wave.

Using WalkMe Workstation, we have granted our employees a bird’s eye view of their daily activities through integrations with their primary applications, seamlessly improving the efficiency of their daily tasks. We have also used WalkMe Workstation to raise awareness about local market policies and raise adoption of web applications by bringing them directly to users’ workstations. Furthermore, we have combined WalkMe Workstation and WalkMe Web to provide a frictionless experience for our end-users, particularly during their onboarding. This has helped us to improve our employee experience and increase productivity in ways Nestlé has never seen before.

We have launched several campaigns to raise awareness of WalkMe’s positive impact. These success stories have been shared across multiple channels, markets, and departments to showcase the benefits of WalkMe and what we can accomplish together.

WalkMe has been utilized to increase engagement, reduce onboarding time and costs, and improve the completion rates of complex processes. WalkMe also has replaced or contextualized training materials, resulting in a significant reduction in training time and loss of productivity due to the learning curve ‘valley of despair’. Additionally, WalkMe’s in-app guidance has decreased ‘how to’ queries for several applications, freeing up additional time for higher value activities.

These success stories showcase how WalkMe has improved navigation, productivity, and overall satisfaction for Nestlé employees. We are proud to showcase these success stories to raise awareness and engage other groups to target new use cases.

Our digital adoption strategy has had a transformative impact on multiple facets of our IT organization. Last year, our team was awarded the prestigious CIO Award recognizing the extensive achievements our team delivered in 2022, including 600,000 hours delivered back to the business, 10 million user interactions, and a 250% average increase in digital task completion rates.

One of our focus areas within IT is to be user centric. When you have a company as large and spread out as Nestlé, you can lose touch with your end user, especially from a global IT perspective. WalkMe has the unique capability of reaching the user in-app to request feedback and volunteers for User Experience research. Our UX team would struggle to find 10 people to interview about their experiences; now a single ShoutOut can recruit hundreds of volunteers on our top applications. This small yet powerful use case has fostered a huge amount of accolade and generated cross collaboration opportunities with new departments.

Strategic impact: What sets this initiative apart is its scale and integration depth. Not just a tool, WalkMe has become an integral part of Nestlé’s digital DNA. Its adaptability across diverse IT streams and global markets means our work has a genuinely global impact, aligning perfectly with Nestlé’s vision.

Employee Feedback: we are a top reviewed app based on yearly NPS scores. The majority of employees see the overwhelming benefits of our work.

Creative Solutions: WalkMe is recognized within Nestlé’s data team as a trusted and reliable source for Usage & Adoption data and the team encourages our product owners to work with us. This has become a foot in the door for us to offer WalkMe content to address additional use cases and we are developing a clear stepping-stone strategy around this potential. This is one example of how we have used WM to respond to unique scenarios.

Our vision for the future is to develop the digital adoption program into a transformational tool recognized and utilized by the Nestlé IT Leadership Team. Last year was our scaling year where we expanded rapidly across a huge range of applications and focused on the global audience. This year we matured and focused on solidifying the COE and our footprint within each application to develop more specific market-level use cases. Next year we want to move above the day-to-day management of projects and into the strategic alignment of digital adoption as a must-have solution driving adoption of all digital assets. Integrations will be critical to make that step and Workstation has the potential to amplify our digital adoption strength to heights not yet realized.

The rise of AI has posed a unique challenge. WalkMe enabled us to deliver solutions that teams who had never heard of us couldn’t believe were possible. It established the idea that we can create content and safeguards for our internal employees on apps that are not managed by any team directly, for example ChatGPT. This created an External App use case that our Security & Compliance teams are buzzing about, and when combined with the capabilities of WalkMe Discovery, we see incredible potential.

Established over 150 years ago, Nestlé is the world’s largest, most diversified food and beverages company. We have a unique global footprint and sell our products in 188 countries worldwide. Through enhancing quality of life and contributing to a healthier future, we aim to deliver sustainable, industry-leading financial performance and earn trust.