SAP continues to expand and enhance their implementation accelerators, recently adding WalkMe to their portfolio. WalkMe is a digital adoption platform (DAP) that helps organizations improve user onboarding and training by providing interactive guides, walkthroughs, and insights into user behavior within applications.  

WalkMe is a force multiplier for generating training content in user friendly “chunks.” Today’s users do not want manuals or the chore of scrolling through pages and pages of online content. Instead, small, visually engaging content (preferably videos) is what our recent experiences have shown to be most effective. WalkMe can provide just that.  

SAP and WalkMe 

In June 2024, SAP acquired WalkMe, a software-as-a-service (SaaS) DAP created in 2011 to assist in accelerating user adoption and productivity. With WalkMe features such as SmartTips, Smart Walk-Thrus, and ActionBots, companies are seeing a positive impact on their return on investment (ROI) with increased employee retention and decreased training costs.  

The acquisition of WalkMe by SAP is a strategic move designed to enhance SAP’s capabilities and provide additional value to its customers. Key benefits of WalkMe include: 

• Helps organizations boost enterprise productivity and lower risk by enabling the consistent, effective, and efficient use of their SAP software  
• Solves the learning decay problem with moment-in-time guidance, streamlining staff training and improving knowledge retention 
• Protects data integrity and eliminates errors, so that companies can avoid fulfillment issues and increase their customer satisfaction 
• Streamlines everything from order and sales processing to inventory management, resulting in improved efficiency and a better customer experience 
• Brings increased compliance and quick solutions to business needs 

4 Key Features of WalkMe 

Training 

One way that WalkMe increases learning is by using SmartTips, which are interactive tooltips that help users understand elements within applications such as Salesforce. The two types of SmartTips that WalkMe offers include Guidance and Validation. Guidance SmartTips give users additional information than what is presented on the page. For example, a Guidance SmartTip placed on a Name field may be used to clarify that the user should put both their first and last name into the field. In addition to Guidance SmartTips, Validation SmartTips provide feedback on fields before submission. For example, a Validation SmartTip placed on an Email field may be used to display if an incorrect entry is made.  

WalkMe also offers a wide range of integration capabilities with third-party tools, like Salesforce, that enable seamless data synchronization across tools in a company’s tech stack. That said, SAP will be able to offer its clients a more unified experience across different software ecosystems. SAP’s current suite of tools, including SAP Enable Now and SAP Companion, will benefit from WalkMe’s advanced features. 

Testing 

Testing features in WalkMe refer to several functionalities aimed at ensuring that WalkMe content is effective and that users are successfully able to navigate through guided experiences. By using WalkMe features like Forms and ActionBot, organizations can overcome initial difficulties that project teams are facing when delivering working solutions within tight deadlines. It also helps for user acceptance testing (UAT). 

WalkMe Forms allow users to create interactive forms that they can then fill out directly within the application. These forms can help gather information, collect feedback, or facilitate data entry, enhancing user experience and efficiency. Similarly, ActionBots are interactive, automated assistants designed to guide users through specific tasks or workflows. They can perform actions on behalf of users and automate tasks within applications. They can also interact with various applications and systems, which allows them to pull in data or push updates without manual input from users. 

Sustainability 

WalkMe’s sustainability feature is part of the platform’s commitment to promoting sustainable practices within organizations. This feature aims to help businesses improve their sustainability efforts through various functionalities, such as continuous learning and improvements, cost-savings, and change management support. 

Cost and Value 

WalkMe can also help reduce training costs by utilizing its Smart Walk-Thru feature, instead of traditional training methods like face-to-face. Smart Walk-Thrus are “tip balloons” that are used to help guide users through online processes, thus simplifying the user experience. They can be used on a variety of applications, including Workday, to guide users through daily work processes, reducing or eliminating the need for traditional training. Although building WalkMe content is beginner-friendly, there are consulting firms with WalkMe and SAP experience that can help ease the transition. 

What Does This Mean for SAP Users? 

SAP’s acquisition of WalkMe offers substantial opportunities for SAP users through efficient training, reduced support needs, and streamlined processes. 

WalkMe can encourage users to explore features of SAP that they may not have been aware of. During system updates, it helps by suggesting new functionalities that users can adopt quickly. WalkMe’s ability to deliver assistance and analytics creates a more efficient work environment. Its guidance helps SAP users become more comfortable and confident with SAP, leading to higher adoption rates and better utilization of software. 

Clarkston Consulting has experience building WalkMe content, like SmartTips, for many companies, helping businesses fill gaps by increasing employee retention and reducing training costs. Contact our team of experts to learn more about leveraging WalkMe and SAP in your organization. 

Contributions from Breanna Brower and Faisal Akhunji