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WalkMe Onboarding Process Overview

Updated on April 17, 2018
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1. Project Kickoff

You’ll begin your project when you meet your Customer Success Manager (CSM) to discuss your project in-depth . The purpose of this call is to clarify your business objective and discuss Key Performance Indicators. This will enable your CSM to create a tailored solution that meets your needs. At this stage in the process you’ll also select a deployment method and discuss different options with our team. The best way to prepare for a Kickoff Call is discuss internally what your business objectives are. Consider which metrics you’d like to improve, and note down any technical difficulties in implementing WalkMe on your site. Read more about Project Kickoff.

2. Solutioning

In this stage of the process, your CSM will use their UX expertise and work with you to imagine and create a solution that will help improve the challenges identified during the Kick-off stage. The use case and business objectives will guide this vision. This vision goes beyond the process instruction and utilizes our proven best practices to provide engagement and contextual support.

In order to craft a comprehensive solution, your CSM will ask about the specific processes, user roles, challenges, areas, and content that is relevant to your business objectives. The solutioning phase may require more than one meeting depending on the complexity of the business objective. At the end of the solutioning phase, your CSM will present you with an outline of a complete solution. Read more about Solutioning.

3. Building and Implementing

In this phase, your CSM will get your approval on the proposed solution. They will demonstrate how this solution will affect your KPIs. Once the solution has been agreed upon, our Professional Services (PS) team will get to work on building out your implementation. You may go through multiple review cycles with our PS team in order to tailor it to your specification. Once approved, your project will be sent to our Quality Assurance (QA) Team for testing to ensure the strongest possible build. Read more about Implementation.

4. Go Live

In the final phase of your implementation, you will deploy your solution by publishing your WalkMe items. Two weeks after your initial deployment, your CSM will be in touch to review WalkMe Analytics data and ensure that your solution is functioning as planned. Your CSM may suggest some modifications based on the data in an iterative process. Read more about Go Live.

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