Case Study
Improved user adoption and supported their customer-centric strategy with WalkMe for their new Salesforce.com based CRM system
Customer story
Opal Aged Care is one of Australia’s largest residential care providers, with 74 homes in New South Wales, Victoria, Queensland, Western Australia, and more than 8,500 dedicated team members caring for over 6,500 residents. Opal embarked on a Transformation Program to support the organization’s customer-centric strategy, scalable growth, and ease of repeatability of care and services, using Salesforce CRM – internally known as GEM – which acts as a core component of the program.
Challenge
Align to new Government Compliance requirements
Adoption of GEM as the new CRM platform, with WalkMe as the enablement layer to up-skill employees
Low digital literacy, highly geographically dispersed users
High employee turnover makes onboarding & training essential
Solution
GuideMe implemented the WalkMe Digital Adoption platform on GEM in 8 weeks, including the enablement of Opal’s team on the WalkMe platform for future internal development. WalkMe will significantly improve adoption from over 350 systems in its first release, enable new users, and improve existing users’ effectiveness through usage insights and support for future GEM features.
Client: Opal Specialist Aged Care
Industry: Residential Care
Users: 375
Host Platform: GEM - Salesforce CRM
Key Processes:
Logging Feedback
Creating Action Plans
Plan for Continuous Improvement
Approvals & Reporting
“We have been very pleased with the level of support we have received from GuideMe. Whenever we encounter an issue or have a question, their team is quick to respond and proactive in helping us resolve the problem. Their dedication to customer satisfaction is truly impressive and has made a significant difference in our experience with WalkMe. We feel confident in our partnership with GuideMe and look forward to continuing to work together to enhance our processes and improve our healthcare services.”
— Ben Lancken, Head of Transformation
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GuideMe seamlessly integrates WalkMe into your systems, offering comprehensive project leadership and delivery, drawing from our best practices and 200+ implementations. Our focus on your business goals ensures prioritized processes and optimized value from WalkMe content and insights.
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Experience all-inclusive convenience with our WalkMe Managed Service, which combines subscription, implementation, proactive system management, and support into one comprehensive package at a single price, ensuring maximum flexibility and peace of mind.
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Let GuideMe deliver expert C-suite digital adoption guidance and specialized consulting services tailored to enhance your WalkMe digital adoption strategy and drive your organization's success.
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Let GuideMe deliver expert C-suite digital adoption guidance and specialized consulting services tailored to enhance your WalkMe digital adoption strategy and drive your organization's success.
We offer a variety of services to suit all of your WalkMe solution needs.