NEC Corporation has implemented WalkMe, a provider of digital adoption solutions, to drive the utilisation of purchasing, procurement, and customer management systems as part of its digital transformation initiatives.
With WalkMe, NEC has improved business processes with a 75% reduction in employee support tickets and a 70% decrease in returned SAP Ariba submissions. This was achieved while boosting employee satisfaction and reducing support staff burden.
NEC is committed to driving comprehensive digital transformation initiatives throughout the organisation, customer base, and society as the core of its medium-term management plan for 2025. The plan aims to deliver value derived from its internal digital transformation efforts to customers.
To drive its digital transformation, NEC is focusing on the digital experience for employees, streamlining its business operations, and building a more employee-friendly work environment.
To promote NEC's digital transformation through the improvements of business systems, the company implemented WalkMe to establish SAP Ariba and Salesforce more effectively. These systems require more operation proficiency, and WalkMe enables correct operation navigation, guidance, and automation.
With WalkMe, SAP Ariba and Salesforce users at NEC receive operational navigation, guidance, and automation to promote and establish the use of these systems through NEC's ongoing digital transformation initiatives.
Specifically, WalkMe enables end-users to operate SAP Ariba and Salesforce without the need to read manuals or sit through training sessions, as it automatically assists with a portion of user operations.
Noriaki Seki, Executive Professional of Architecture, Director, Corporate, DX Strategy Office, NEC, says: "Our comprehensive digital transformation goals are a key priority for NEC, and we consider WalkMe an important part of our digital transformation process."
"Enterprises simply cannot overlook the importance of the change management that comes with digital transformation, especially regarding employee experience. If employees cannot effectively utilise the technology provided, return on investment will not be realised."
Scott Little, Chief Revenue Officer of WalkMe, says: "Many enterprises continue to struggle with the aftermath of digital transformation, which is essentially when organisations implement various new technologies without an effective change management strategy for employees."
"The by-product is something we refer to as 'Software Paralysis,' which is when efficiency and productivity slow or stop because employees cannot absorb or are overwhelmed with the on-ramping of new technologies and keeping up with ongoing product updates. We are pleased to work with NEC as a key part of their digital transformation goals and look forward to supporting their ongoing efforts."
Before WalkMe, approximately 10% of NEC's application processes on SAP Ariba and Salesforce resulted in end-user inquiries to the support staff. In addition, over 20% of all application submissions were sent back because of errors, such as unchecked required items or missing attachments.
However, after the implementation of WalkMe, the number of support staff inquiries decreased by 75%, and the number of applications being sent back reduced by approximately 70% in a specific application operation.
In the future, NEC will continue to analyse the usage of approximately 1,000 internal systems and consider the application of WalkMe to areas where greater effectiveness can be expected by resolving operational challenges.