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How DAP Lowers IT Costs and Mitigates Risk

How DAP Lowers IT Costs and Mitigates Risk

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By Shoshana Friedman

Budgeting is top of mind when it comes to CIOs and IT leadership. They are responsible for selecting and maintaining software that suits their organizations, and of course their users.

WalkMe’s Digital Adoption Platform (DAP) can be pivotal to reduce IT costs, mitigate risks, and lower support ticket creation; read on to learn more.

Get visibility into software usage and spend

Since there is no magic ball that can predict future software spend and which tech is worth investing in, CIOs and IT leaders need to have other methods at their disposal.

WalkMe Insights supports IT executives by helping them identify business-critical apps and commonly used software. They can immediately understand how users engage with systems, track cross-org business processes as well as quickly spot poor software adoption. With all this knowledge, CIOs and IT leaders can change how software is used and adopted throughout an organization.

If an expensive software isn’t fully utilized, IT leaders have the choice to remove that software from their tech stack or use DAP to pinpoint where users are dropping off.  Perhaps certain flows need to be automated or users require in-app guidance to complete more involved business processes; DAP can leverage this data and give actionable insights to optimize user journeys and in effect, maximize the value of software.

Impact employee experience 

According to Blissfully, organizations with over 250 employees use at least 123 SaaS applications; and the typical mid-large size company changes about 40% of their entire SaaS stack every two years. That is a lot of internal software changes for the average employee to contend with. How are they expected to keep up with the constant change, even if it’s in the company’s best interests? 

WalkMe’s Workstation is a product that transforms all of the WalkMe platform into a single interface for employee needs. Employee experience sits at the forefront as Workstation connects employees to any enterprise application to get their jobs done. It simplifies tasks through automation and has a friendly interface that makes it easy to use.

Since remote work has only increased, Workstation helps everyone stay on track through notification templates that drive visibility to critical announcements and updates, with ShoutOuts that display over any screen directly to the desktop. New feature announcements or software updates can be easily communicated so that employees feel in the loop – minimizing unnecessary support requests to IT.

Keep support tickets at bay

A strong IT department is one that’s proactive, dependable, and immediately available. From top to bottom, IT employees are there to ensure that systems are compliant, maintained, and fully functioning.

Part of running a smooth operation means having a responsive support team that answers and solves tickets in a timely manner. But if software is confusing to users, then IT will have a heavy ticket load, slowing down response-time. Part of the DAP solution directly alleviates ticket creation for IT as it includes in-app guidance and enables self-support for users in times of need.

The company Smartroll wanted to focus their activities on minimizing “how-to” questions, so their customer service agents could focus more on customer engagement. After implementing WalkMe, they saw a 20% reduction in support requests which also substantially lowered their support requests.

CIOs and IT leaders have a lot on their plate. Managing software spend and budget is an involved undertaking. But with the right technology on hand, software can be continuously evaluated, optimized, and tailored to users.

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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.