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Christus Health Uses WalkMe for Healthcare Technology Adoption

Christus Health Uses WalkMe for Healthcare Technology Adoption

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By Lia Ciner

Healthcare has increasingly become a digitally dependent industry. The complex systems need to keep track of patient histories and medical records, but also have to ensure effective billing. In 2020, WalkMe commissioned Forrester Consulting to conduct the first-ever Total Economic Impact study of WalkMe’s Digital Adoption Platform (DAP). 

In order to calculate and quantify the value of WalkMe’s offering, Forrester needed to carefully assess existing WalkMe customers. To illustrate the value to healthcare providers, Christus Health served as our featured customer in the industry.

This is why Christus Health decided to implement WalkMe’s DAP, and the impact that it has had on business.

Life or death for patients and for business

Christus Health is comprised of an international workforce of over 45,000 associates, including 15,000 physicians. Training and communicating at scale effectively is critical for the well-being of the patients but also for the revenue of the business. 

With so many employees that simply do not have time for traditional software training, errors, and omissions in the accounting department were a big concern. These seemingly small errors could hold up reimbursement from insurance providers, causing Christus Health to lose a significant amount of money.

“The more inefficient we are in getting those bills out of our systems to our payers, the less money we get reimbursed as an organization,” says Tobias Washington, Director, Learning Experience, Design and Technology, “We are a company about helping our patients, but we also need to have the financial means to be able to do that.”  

They decided to deploy a new enterprise resource planning (ERP) system. Infor ERP would replace 40+ disparate applications for HR, supply chain, performance, financial management, and more. Next, they needed an effective digital adoption solution. They chose to work with WalkMe. 

Training means saving millions

DAP was rolled out across Infor ERP and their other key applications. They were able to seamlessly add in-app help features to guide users through new and crucial technology while they worked. 

They were also able to catch errors effectively, making the invoicing and billing system easy to use and effective, bringing in approximately $1 million each month that wouldn’t otherwise have been claimed or processed.

Christus Health also took  advantage of the fact that WalkMe’s DAP is fully customizable, which further increased user engagement. The WalkMe ActionBot, who they named Noah, functions as their own personal digital assistant. Using natural language processing, Noah is able to converse with employees, answer questions in real time, and automate processes across applications.

“We white-labeled WalkMe as Noah at Christus Health, and it’s one of my favorite things about working with WalkMe: they gave us the flexibility to make WalkMe unique to Christus,” says Washington.

The WalkMe rollout has been a huge success. Christus Health achieved

  • $1 million/month in improved payment outcomes
  • 200–300 fewer support calls/month
  • WalkMe layered across 20+ applications with plans for more in the future
  • Branding of ActionBot as “Noah” lead to increased engagement and application adoption

In Washington’s own words: “I would estimate 80-90% cost savings on our training post-WalkMe.”

To read more about their incredible results and the many use cases of successful DAP implementations, don’t miss the new TEI study on WalkMe’s Digital Adoption Platform.

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Lia Ciner
Lia specializes in analyzing and forecasting the development of corporate culture in the digital era. Her experience in both NGOs and high-tech gives her a unique perspective and passion for exploring psychology, global business trends, and how technology is impacting the evolution of our culture.