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New CRM Adoption For A Car Dealer",{"rendered":507,"protected":508},"\n\u003Cp>Our client, one of the largest car dealer in Europe, is evolving from a traditional dealership model into a broader mobility solutions provider. As part of this transformation, it needed to implement a new CRM system to replace their custom-built solution. With more than 2,000 users affected, the company faced a significant challenge in ensuring smooth and quick adoption across all stakeholders while avoiding disruption to operations. \u003C\u002Fp>\n\n\n\n\u003Cp>Discover how CBTW created a tailor made strategic approach to successful deployment.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-client-s-challenges\">Client’s Challenges\u003C\u002Fh2>\n\n\n\u003Cp>The introduction of the new CRM was critical to the car dealer’s digital transformation but presented multiple challenges:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Massive Change Management Needs:\u003C\u002Fstrong> Shifting from a custom-built CRM to a standardized solution meant that both internal users and dealers would need to adjust to entirely new processes and tools.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Risk of Low Adoption and Errors:\u003C\u002Fstrong> With 2,000 users spread across different locations, the company faced the risk of errors in data entry, order processing, and customer management. This could lead to decreased customer satisfaction, loss of revenue, and operational inefficiencies.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Overwhelming Training Demands:\u003C\u002Fstrong> Traditional training programs for such a large user base would have been inefficient, costly, and time-consuming, requiring thousands of offsite training days, potentially leading to delays in deployment.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Potential Service Centre Overload:\u003C\u002Fstrong> Without the proper support system in place, there was a high risk of an overwhelming number of support requests, especially related to CRM usage and troubleshooting.\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-our-cbtw-approach\">Our CBTW Approach\u003C\u002Fh2>\n\n\n\u003Cp>To overcome these challenges, CBTW adopted a comprehensive and tailored approach, combining \u003Ca href=\"https:\u002F\u002Fcollaborationbetterstheworld.com\u002Finsights\u002Fwalkme-digital-adoption-platform\" target=\"_blank\" rel=\"noreferrer noopener\">WalkMe’s DAP\u003C\u002Fa> capabilities with expert change management practices. The strategy focused on optimizing adoption, minimizing disruptions, and ensuring long-term success.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-cost-benefit-assessment-amp-dap-selection\">Cost\u002FBenefit Assessment & DAP Selection: \u003C\u002Fh3>\n\n\n\u003Cp>CBTW first conducted a detailed assessment to determine the optimal Digital Adoption Platform for our client’s needs. WalkMe was chosen due to both technical\u002Ffunctional criteria and the available resources trained on this platform. Walkme is clearly positioned at a higher license cost, but when it comes to building multiple business processes in the app, the usability over time and the time saved during the building phase tends to compensate this cost by increasing the ROI and the User satisfaction.*\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cbr>*Some clients allow us to measure the satisfaction rate on identical business process with and without WalkMe. The satisfaction score (NPS) given by the end users increases from 1,5 to 2,2 points out of 10 when WalkMe is embedded. \u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-process-analysis-as-is-vs-to-be\">Process Analysis (As-Is vs. To-Be): \u003C\u002Fh3>\n\n\n\u003Cp>A deep dive into our client’s existing workflows (the “As-Is” processes) versus the new, desired workflows (the “To-Be” processes) helped identify areas where WalkMe could add value. This involved thorough documentation of 250 business processes, which were then mapped to the WalkMe system to ensure that the platform would provide in-context, actionable support to end-users.\u003Cbr>\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-walkme-configuration-amp-implementation\">WalkMe Configuration & Implementation: \u003C\u002Fh3>\n\n\n\u003Cp>The CBTW team worked closely with IT and business teams of the different car dealership to configure WalkMe for over 250 key business processes across the CRM. This configuration involved defining specific tasks or processes that users frequently performed and ensuring WalkMe would guide them effectively through each step—whether it was creating a credit note, processing an order, or managing customer information.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-change-management-amp-user-adoption-strategy\">\u003Cbr>Change Management & User Adoption Strategy: \u003C\u002Fh3>\n\n\n\u003Cp>Central to CBTW’s approach was a robust change management plan. This plan included:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Stakeholder Engagement:\u003C\u002Fstrong> Key stakeholders, including decision-makers and departmental heads, were involved early on to ensure alignment with the company’s strategic goals and to help mitigate resistance to change.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Continuous Communication:\u003C\u002Fstrong> Regular updates and transparent communication helped keep employees informed about the changes and the benefits of adopting WalkMe. This helped reduce anxiety around the new CRM system.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>On-the-job Training:\u003C\u002Fstrong> Instead of traditional classroom-based sessions, the WalkMe platform facilitated in-the-moment, on-the-job training. As users navigated the new CRM, WalkMe provided contextual guidance, helping them learn through doing and reducing the reliance on lengthy, offsite sessions.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Change Champions:\u003C\u002Fstrong> Internal change champions were identified and empowered to advocate for the new system. These champions played a critical role in fostering a positive attitude towards change and helping their colleagues overcome adoption challenges.\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-agile-methodology-for-continuous-improvement\">Agile Methodology for Continuous Improvement: \u003C\u002Fh3>\n\n\n\u003Cp>The implementation was not a one-off event. Using an agile approach, the CBTW team worked with its client to document and update new processes as they emerged. WalkMe was continuously updated to reflect these changes, ensuring that users always had access to the most up-to-date guidance. This dynamic, iterative approach allowed for real-time adjustments and rapid issue resolution.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-final-results\">Final Results\u003C\u002Fh2>\n\n\n\u003Cp>The implementation of WalkMe and the integrated change management approach yielded impressive results for our client, significantly improving both the user experience and the business outcomes:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Decreased Support Center Calls:\u003C\u002Fstrong> The number of calls to the service center significantly decreased as WalkMe provided immediate, in-context help to users. This reduced the workload on support teams and allowed them to focus on more complex issues.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Accelerated Deployment:\u003C\u002Fstrong> The deployment timeline was reduced by 9 months, largely due to the effectiveness of the digital adoption platform WalkMe’s in-context support and the reduction in training time. Users were able to get up to speed faster, and the CRM rollout was more efficient. The risks related to business continuity was also reduced to 0, helping the management team to start the project quicker.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Higher User Satisfaction:\u003C\u002Fstrong> User satisfaction improved by 13% within the first months of deployment. This was driven by the reduction in unproductive offsite training days and the easy, intuitive nature of WalkMe’s guidance. Users were able to complete tasks with fewer to no errors, boosting their confidence in using the new system.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Improved Process Accuracy:\u003C\u002Fstrong> With WalkMe’s guidance, processes became more efficient, and the accuracy of task completion on the first attempt improved considerably. This first-time-right approach minimized errors and ensured smoother operations.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Increased Onboarding Efficiency:\u003C\u002Fstrong> New users, including those joining after the CRM rollout, were able to onboard faster and become productive more quickly.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Real-Time Process Adjustments:\u003C\u002Fstrong> CBTW’s agile methodology allowed the car dealer to track and adjust processes on the fly, ensuring that new business requirements were met efficiently and that any unidentified reactions or challenges were addressed promptly.\u003Cbr>\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Cost Reduction:\u003C\u002Fstrong> The need for thousands of offsite training days was eliminated, resulting in significant cost savings. Additionally, the improvement in digital adoption meant that our client realized a quicker return on investment.\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>By combining a robust change management strategy with the power of \u003Ca href=\"https:\u002F\u002Fcollaborationbetterstheworld.com\u002Finsights\u002Fwalkme-digital-adoption-platform-for-large-company\">WalkMe’s Digital Adoption Platform\u003C\u002Fa>, CBTW enabled its client to make its CRM adoption a quick success, improve user engagement, and drive operational efficiency. The results demonstrate the power of an integrated approach to digital transformation—balancing technology, process, and people to achieve long-term success.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-interested-in-working-with-cbtw-to-make-quick-roi-on-your-digital-investment\">Interested in working with CBTW to make quick ROI on your digital investment?\u003C\u002Fh2>\n\n\n\u003Cp>At CBTW, we combine the power of cutting-edge Digital Adoption Platforms with a tailored, results-driven change management approach to ensure great system adoption, faster deployment, and lasting user satisfaction.\u003C\u002Fp>\n\n\n\n\u003Cp>Whether you’re facing a \u003Ca href=\"https:\u002F\u002Fcollaborationbetterstheworld.com\u002Finsights\u002Fempower-team-master-crm-boost-roi-digital-adoption\">CRM overhaul\u003C\u002Fa>, a complex software rollout, or simply looking to enhance team efficiency, our proven expertise helps you minimize disruptions, \u003Ca href=\"https:\u002F\u002Fcollaborationbetterstheworld.com\u002Finsights\u002Freduce-employee-training-costs-digital-adoption-platform\">reduce training costs\u003C\u002Fa>, and maximize ROI.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Ca href=\"https:\u002F\u002Flp.cbtw.tech\u002Fdigital-adoption-platform-solution-walkme\">Partner with us\u003C\u002Fa> to ensure your teams embrace change effortlessly and hit the ground running with confidence.\u003C\u002Fp>\n\n\n\n\u003Cp>Let’s make digital adoption your greatest success story!\u003C\u002Fp>\n",false,{"rendered":510,"protected":508},"\u003Cp>CBTW helped a leading European car dealer transition to a new CRM system, overcoming challenges like massive change management and training demands. 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