WalkMe DAP

Onboarding and change management are my main use cases for WalkMe.

I use WalkMe to support digital adoption post-go-live for onboarding and change management. This means supporting in the flow of work, providing both resources, support, and in-app guidance to ensure that people are using the system as intended, not only correctly, but within their business processes.

The other main use case is onboarding, which includes helping new staff members learn all about the organization they've just joined, and that includes all of their systems.

WalkMe has positively impacted my organization, as we are a certified WalkMe partner, so we are absolutely committed to having WalkMe as part of our services and offering. It is absolutely critical to our business.

We recently worked with a banking client where we were able to reduce the amount of time a new home loan takes from 20 minutes to 4 minutes. We also were able to reduce errors around their credit risk ratings, which shows how WalkMe has positively impacted our business.

The best features WalkMe offers would have to be Smart Walk-thrus, ShoutOut, and the new Action Bar. Additionally, WalkMe offers learning capabilities through their new product called Learning Arc.

WalkMe's governance and security are absolutely tested, and they are obviously in banks and governments, so security and compliance are the big main features that draw people to WalkMe over other digital adoption platforms.

Regarding WalkMe's AI capabilities, the accuracy and reliability of output are very good because it does not just depend on the large language model. It uses information within the platform, such as resources and documents, and business processes. It does not just do AI generation; it actually combines it with everything else. That is what makes the outputs reliable.

WalkMe is complex to implement, and that would probably be the only area that could be improved, making the implementation and enablement a little easier.

I have been using WalkMe for six years.

WalkMe is stable.

WalkMe is built to scale, demonstrating excellent scalability.

Customer support with WalkMe is excellent.

I have previously used five additional digital adoption platforms, including Oracle Guided Learning, MyGuide, Zip, Appcues, and one I cannot recall. It is the scalability, security compliance, and features that made me change over to WalkMe.

I have seen a return on investment, with rework saved, money saved, and no need to have people manually doing this.

My experience with pricing, setup cost, and licensing is excellent. We have wonderful support from our partner manager.

I would describe the user and administrator experience with WalkMe as very good. The admin console is very easy to manage and allows me to add and remove users, and switch between different platforms for us as partners and clients.

WalkMe's integration with other enterprise tools or platforms is seamless, as WalkMe is built to sit on top of, like a skin, over the very top of different ERPs. They are absolutely built for this.

WalkMe's reporting and analytics are fantastic. I can see every single user's interaction within the platform. I can report on this without needing to be a data analyst or have Power BI skills because the dashboard is really easy to view and see benefits.

I would advise others looking into using WalkMe to find a use case, test it, pilot it, show it to stakeholders, and ensure that you are also educating them on what a digital adoption platform can do because it is a new technology that is not well known across most organizations. I would rate this product a 10.

My main use case for WalkMe is measuring the adoption of enterprise applications, user digital task completion rate and time, so in general, digital task performance, and of course, also contextual guidance.

In order to measure the digital task performance, I set up the analytics that measure user interactions with individual UI elements of applications, as well as how users navigate across or through digital tasks, measuring completion of different milestones and key steps throughout the task, in order to understand at which stage of a process or a task users drop off, and how long it takes them to complete a task.

The very well-developed core capability of the contextual guidance is definitely valuable, and I believe one of the best features is the custom report builder that allows me to leverage very granular measures and metrics around user activity, which becomes especially powerful when combined with the organizational attributes.

WalkMe has been implemented as part of the key digital transformations related to, for example, the core technology of our organization, such as SAP. It also brings the visibility to our IT organization around the usage of applications, and it helps us ensure that the ROI of the applications is being maximized. Users get the technology they need, and they know how to use it in a way that ensures company success.

I use an assumptive model that indeed shows time savings, but I cannot provide any concrete figures.

Strategy and development strategy are heavily focused on AI, and I think that for medium and small organizations which don't have a very vast IT stack, this might be the right approach. However, for big enterprises, WalkMe should focus more on developing their existing features and capabilities with the main focus on data and analytics, which feels like it has been stalled for quite some time. Over the past two years, there has not really been any groundbreaking development in that area.

I think that the limited integration capability of WalkMe with the back end of the underlying applications is a limitation. On the other hand, the easy configuration and lack of the need for backend or more thorough technical integration is a huge positive aspect of WalkMe, but it is also its biggest weakness because the ability to pull in additional data from other systems is limited.

Because it is not a perfect product, there is definitely room for improvement when it comes to the development of new features and the further development of the key capabilities. It is by far the leading digital adoption platform in the market, setting the example and leading the entire industry. I think that it does not deserve a rating of 10 because I was able to identify the room for improvement, but I would also like to recognize their position in the market.

I have been using WalkMe for more than six years.

WalkMe scalability is fully dependent on the resources that I mentioned before. The license cost or the deployment is not an issue, but as the program is being scaled up, there is the need for resources for new content development, and content maintenance costs grow exponentially. Again, the bottleneck or the trap that many organizations fall into is not the cost of the software, but the cost of the manpower.

Customer support is really great. I have a customer success manager, and the program management and operational support is excellent. The technical support is also very good. There are some hiccups when tickets take longer than expected to be resolved, but I think that is nothing unusual. Overall, support is really good.

WalkMe has been the original choice of my organization.

In my previous role, I evaluated competitors such as Whatfix, Userlane, and Pendo.

When buying WalkMe, finding an implementation partner is definitely important. I cannot do it alone, and if I try to implement WalkMe on one application, I would not see the success and I would not see the value. I would most likely drop this solution after the initial two years. Professional services should not be underestimated, and the solution should not be under-budgeted for, because the license cost is only part of the total cost of ownership of WalkMe or other digital adoption platforms.

I can share that currently, without going into specific figures, our main success story is the adoption of a new AI enterprise solution. Thanks to WalkMe, I managed to migrate users from a legacy AI solution to a new one in about two months, and currently, this new solution has even more users than the legacy one. This has been the most successful use case to date. Beyond that, I already measure the adoption of 40 applications across our IT stack without any need for additional deployment or additional software procurement. WalkMe in that way allows me to generate savings.

The original price that was presented by the vendor was way too high for the current maturity of the digital adoption program and the organization. However, throughout the negotiation and procurement process, I managed to find a price that satisfies both my organization as a customer and the vendor.

One critical point that makes digital adoption platforms, including WalkMe, cost way underestimated is the lack of upfront professional services costs. It is basically impossible to introduce and build up an effective digital adoption program without experienced resources. Companies very often perceive WalkMe and digital adoption as a supporting capability without dedicating enough resources to get enough headcount to develop the content and manage the program. The development cost and professional services cost is something that is being missed.

Overall, I think that WalkMe is a great product that has been struggling with its personality or identity over the last year and a half, but the core capabilities are leading in the market. I believe that in general, digital adoption platforms with WalkMe being the best one in the market bring a lot of value and possibilities to organizations. Probably even the vendors cannot really sell it enough or position it well enough, because I think they focus on improving productivity and promising some exceptional productivity gains when there are way more value drivers that these products deliver. I would definitely recommend it. I rate this product an 8 out of 10.