How to improve the user experience and turn internal cost into revenue

Do you also want to improve your user experience and at the same time turn the internal cost into revenue? Then keep on reading!

A few years back, we in TimeLog decided to change our entire market oriented focus, and gathered all resources in one department: Customer Experience. Here we focus on the entire customer communication, and how we can best help our users. This is where WalkMe comes in, as we decided to implement this as first step in improving our customer experience.

And what is WalkMe, you might ask? For us a real game changer! It is an awesome tool, which can help you with digital adaptation, and we use it to improve the user experience in our business software.

How do we use WalkMe?

We mainly use WalkMe to educate our users. We have introduced interactive guides on how to use specific features, which takes the user by the hand and step by step shows how the system works. It enables us to teach our users best practice, and it takes the complexity down a level, which improves the ordinary users’ understanding of the system.

One of the important things is that we can help all users, despite their technical competence level and understanding of the system. They can get the help they need here and now, and they do not need to contact our support first to learn more.

We not only produce the step by step guides, we also have several options to communicate important messages, point at important features and greet new users. When new users first log into the system, they receive a welcome message, which offers guidance on how to continue. It moreover introduces the Get started guides, which we suggest the users go through to learn the basics of the system.

How did we turn the software cost into revenue?

We had not considered this option ourselves, until we had a few large customers requesting specific guides to explain their own processes. They saw a unique opportunity to guide their employees through their internal processes without creating Word documents and videos themselves.

We already sorted our customers by specific company and user IDs, which can be used to make guides visible to specific customers. When we received the request, we identified our options, tested it out in our own environment, and quickly managed to turn it into a revenue source. The demand is surprisingly high, and we not alone cover the software costs, we now slowly begin to generate revenue from this area. We now make money from helping our customers guiding their users in the way they want, so they at the same time get the high data quality they often demand and happy users. Win-win!

How else has WalkMe changed our business?

1. Less support and improved implementation processes

After introducing the guides, the number of simple support tickets has decreased. When our users learn more and become experienced and trained, the complexity of the questions rise, and heightens the expectations to our support team.
We also see that our implementation consultants have started to change their processes, and now use WalkMe for the basic learning in the system. This means that our customers much faster can focus on the deeper functionality and processes in the system, and in this way gain more from their investment in an implementation. At the same time, our consultants get more time to cover the more complex parts of the system and the customers’ internal processes and strategy during the workshops.

2. Improved customer communication

WalkMe enables us to communicate faster and more direct with all our users, and we can inform about e.g. new functionality and guide them through the new processes and features. In this way, we ensure knowledge sharing across the company, which eases the job for the customers’ super users in the system. With a wide range of variables/settings, WalkMe enables us to communicate to different users at different times. We can e.g. differentiate on user rights and browser selection.

3. A dedicated team takes care of everything

We have a small team in the department, which is responsible for creating both the free standard guides for about 800 customers, and the customer specific requests we receive. Our team continuously works on optimising the way we use all the features with great help from the business developers at WalkMe. The team moreover improves the quality of existing guides, and tests new features to see, if they are beneficial to us and our customers.

4. Increased customer satisfaction

After introducing WalkMe, we have seen a rise in our customer satisfaction. The free and easy help has improved the use of the system for many customers, which provides them with happier employees and more reliable data. High data quality equals happy customers. Happy customer equals longer relationships. Longer relationships secure monthly recurring revenue. What is not to like?

5. A differentiator in our sales process

Our business consultants use the guides in the sales processes to show how easy our system is. They get really good feedback, as the potential customers see that it can be easy to implement the system and teach all their employees the new processes without them needing to put extra energy into it. At this time, none of our competitors offer this kind of help to their users, which gives us a competitive advantage.

Curious and want to know more?

Join me at the W2U Conference 2017, if you want to learn more about our use of WalkMe, our implementation process and how we use it on a daily basis.


Mette NybergAuthor: Maiken Blok-Wahlgreen
Technical communicator
TimeLog A/S
LinkedIn: maikenblok