Before implementing WalkMe, the team averaged nearly two support tickets per day. After implementation, that rate dropped to just under one and a half — a 24% reduction.

Even more impressive, the client base grew by over 20% during that time. When normalized per client, the ticket rate dropped by more than 37%.
 

The tool didn’t just reduce support volume — it scaled with growth, empowered users, and significantly reduced the burden on administrators.

A client was transitioning their users to a single sign-on login experience, and was concerned that they would not be able to manage the number of calls and tickets to their help desk.  To aid in communication, a WalkMe ShoutOut with a link to a PDF resource detailing how to set up two-factor authentication played for the users 1 month prior to the change.  There were 111,417 views of the ShoutOut, and 50,141 clicks to view the resource during that time.

On "go-live" day, the client received fewer than 10 calls to their help desk.  They were gobsmacked!  The WalkMe solution likely prevented 3,755 calls to the help desk (around 25% of users who viewed the ShoutOut).  The solution provided at minimum $4,192.50 in cost savings, with a "doomsday" estimate indicating cost savings of $63,532.04!

As a response to user feedback, a single, hard-coded legend was implemented to indicate to users what symbols and colors indicated.  When users clicked the "LEGEND" button, the details for the page displayed.  This solution was created by traditional software developers.  It took 46.41 hours to implement, with a cost of $8,121.75.

WalkMe was used to create an identical user experience for 13 additional legends.  On relevant pages, users could click the WalkMe launcher titled, "LEGEND," to display details for the page.  The WalkMe Solution took significantly less time to implement (1 hour per legend), and led to significant cost savings.  For 13 Legends, the company saved $103,307.75!