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Discover How the Quantified Value of DAP Can Change Your Company’s Present and Future

Discover How the Quantified Value of DAP Can Change Your Company’s Present and Future

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By Shoshana Friedman

Forrester recently published a Total Economic Impact (TEI) commissioned study, which gives the quantified value of WalkMe’s Digital Adoption Platform (DAP); revealing a 368% ROI over a period of three years!

Taking four diverse WalkMe customers, Forrester did a thorough deep-dive into where DAP is applied and how it translates into dollars and cents.

What does this data actually mean?

Companies who self-assess their value frameworks and offer ROI calculators provide a service to their customers. But it is a different story when an authoritative 3rd-party source, like Forrester, performs a rigorous cost and benefit analysis framework.

For WalkMe, Forrester’s assessment not only highlights the current value of DAP, but incorporates an evaluation of future technology, business flexibility and potential risk.

This long-term view gives company leaders, specifically CEOs and CIOs an added advantage. Instead of buying expensive software to solve quick fixes or immediate pain points, organizations can invest in the right technological solutions that will service a company for years to come. 

One of the most interesting findings from the study is how DAP implementation impacts multiple business areas from training and onboarding to user retention and software licensing.

If you are contemplating DAP for your company, read on to get a fuller understanding of the full potential DAP yields and how it can be applied to your organization’s needs. 

Image: TEI study results over a 3-year period

IT & customer support

User and customer support are on the rise as more companies’ operations go virtual and users interact with new platforms. User expectations have grown, and quality customer service and immediate support can make or break customer retention.

The Forrester study found that adding WalkMe’s DAP saved 50% in IT support calls and help tickets and 50% in customer support calls. DAP provides tailored guidance for users from product to application usage, thus eliminating the need to immediately call support or open a ticket.

Training & onboarding

The professional landscape has shifted with more companies going global or supporting a remote workforce, while still trying to efficiently train and onboard. But even before the pandemic struck, organizations were looking to steer away from in-person training, and turning to training and onboarding software solutions.

The Forrester TEI study analyzed WalkMe’s DAP when applied training and onboarding. They found that an average of 50% in onboarding time and 60% in training time is saved.

Tobias Washington, Director of Learning Experience, Design and Technology from Christus Health who participated in the Forrester TEI study estimates that his organization cut training costs by 80-90% after implementing WalkMe.  

User retention & upselling

In the world of Netflix, Wolt, and easy-to-use apps, UX reigns supreme – especially on mobile. When DAP was applied to customer-facing software products/mobile applications, user retention increased by 35% and growth in upselling by 10%. Interviewees shared that WalkMe made the mobile apps easier to use, allowing users to quickly onboard, reducing friction and increasing adoption. 

Software licensing savings

Enterprise companies are working with large-scale systems that serve thousands of employees. But how do companies know that software is being used to the fullest by their employees? WalkMe’s DAP provides insights and transparency into software usage, giving organizations clarity into what software they should continue to invest in.
Forrester TEI study found that companies can save 20% in software license fees.

Numbers tell the story 

Participating in the Forrester Total Economic Impact study gave WalkMe a new perspective on how our Digital Adoption Platform can be applied to multiple use-cases,  with an impressive 368% ROI over three years.

The value of WalkMe grows the more it is implemented, making it a robust solution for all different types of software and for your company’s needs.

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Shoshana Friedman
Shoshana's background in product and user experience gives her writing a focus on the human aspect of the business and technology landscapes. Her unique UX angle allows her to assess the digital era in a way that is both practical and insightful.