NEC has implemented WalkMe digital adoption solutions to drive the utilisation of purchasing, procurement, and customer management systems as a part of its digital transformation initiatives.
WalkMe said that as a result, NEC has improved business processes with a 75% reduction in employee support tickets, a 70% decrease in returned SAP Ariba submissions – all while boosting employee satisfaction and reducing support staff burden.
NEC intends to drive comprehensive digital transformation initiatives throughout the organisation, customer base, and society as the core for its medium-term management plan for 2025. The plan is aimed at delivering value derived from its internal digital transformation efforts to customers.
To drive its own digital transformation, NEC is focusing on the digital experience for employees, streamlining its business operations, and building a more employee-friendly work environment.
In order 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 required more proficiency in operation than before, and WalkMe enables correct operation navigation, guidance, and automation.
With WalkMe, SAP Ariba and Salesforce users at NEC receive operational navigation, guidance, and automation with the aim of promoting and establishing 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.
“Our comprehensive digital transformation goals are a key priority for NEC, and we consider WalkMe as an important part of our digital transformation process,” said Noriaki Seki, director of NEC’s DX Strategy Office.
“Enterprises simply cannot overlook the importance of the change management that comes with digital transformation, especially when it comes to employee experience,” said Seki. “If employees cannot effectively utilise the technology provided to them, return on investment will not be realised.”
Scott Little, chief revenue officer at WalkMe, said that 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.
Little said they refer to the by-product as “software paralysis,” which is when efficiency and productivity slows or stops because employees cannot absorb or are overwhelmed with the on-ramping of new technologies as well as keeping up with ongoing product updates.
Prior to WalkMe, approximately 10% of NEC’s application processes on SAP Ariba and Salesforce resulted in end-user inquiries to the support staff.
In addition, more than 20% of all application submissions were sent back because of various 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 decreased by approximately 70% in a specific application operation.
Going forward, 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.