As a Vice President of Product Management for Marriott, Rodney Tupai leads the internal teams, to create, manage, and drive adoption of the myriad systems and tools of their Customer Engagement Centers.
He is driven by his passion to create the best possible experience for both his guests and his employees. Rodney will be sharing insight into Marriott’s DAP (Digital Adoption Platform) this March at WalkMe Realize.
Here’s a sneak peek of his story.
Big company, big challenges
Before WalkMe, Marriott was experiencing several challenges across multiple platforms. Employee training, both manual and online, took significant time and resources to plan and implement. For a huge enterprise like Marriott, finding a consistent and scalable solution to software adoption was a major priority.
Changing or adjusting internal processes within their software in general, took multiple weeks at a minimum, and the ability to scale processes within tools was extremely challenging and painful.
In order to successfully make a real change, Rodney knew that they needed a digital adoption solution. With both the business and IT executives as stakeholders, Marriott decided to implement WalkMe.
When an adoption solution solves multiple problems
With WalkMe up and running across multiple platforms, Marriott has realized a major return annually in quality adherence. There has been a drastic reduction in training costs and needs, and the overall employee experience has significantly improved.
Several different departments have implemented WalkMe, so Marriott is experiencing benefits in a variety of capabilities and applications. Rodney and Marriott in general, are able to focus on what really matters and leave many of the training and process-related problems to WalkMe.
Advice for those beginning to tackle digital adoption
Rodney suggests starting simple when it comes to approaching digital adoption. He is a big proponent for balancing a holistic approach to process challenges with cost considerations.
“Twenty 2-hour projects will probably have more of an impact than one 40-hour project,” says Rodney. And the reason is simple: your employees will immediately feel the impact and become advocates for more.
We are proud to have Rodney on stage at WalkMe Realize: The Digital Adoption Event this March. To hear more about his employee and customer-focused approach to digital adoption, join us and other industry leaders in San Francisco.