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 couldn't have asked for a better partner than GuideMe as we prepared to launch our CRM. Their team was with us every step of the way, providing invaluable support and guidance throughout the entire process. With GuideMe's help, we were able to successfully deploy solutions that not only supported adoption, but also empowered our users to get the most out of our new CRM. We're incredibly grateful for their expertise and dedication, and we look forward to continuing our partnership with GuideMe as we grow and evolve our business.

Ben Lancken, Head of Transformation