Flight Centre Enhances Employee Training for New Systems
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Flight Centre Leverages Digital Nudging to Speed Up Employee Training and Technology Adoption
Quick Overview
- Flight Centre implements WalkMe’s digital “nudging” to optimize technology training for its staff.
- This strategy is designed to facilitate the onboarding of new IT systems that emerged during the pandemic.
- WalkMe’s software, now part of SAP, delivers tailored user assistance and workflow automation.
- Flight Centre utilizes WalkMe to resolve CRM challenges and onboard employees to tools like Monday.com.
- Avery, a digital persona created by WalkMe, aids staff in swiftly accessing information.
- The integration of digital nudging at Flight Centre has led to enhanced employee contentment and better system performance.
Flight Centre Implements WalkMe for Technology Training Post-Pandemic
Flight Centre is dedicated to ensuring its personnel are adept in the latest technologies by utilizing digital “nudging,” a strategy that makes it easier for employees to embrace new systems efficiently. This initiative is driven by WalkMe, a digital adoption tool that provides tailored user support, automates workflows, and delivers actionable insights for business.
During the recent Gartner Symposium on the Gold Coast, Brian Luckins, the global leisure business improvement manager at Flight Centre, elaborated on how the company has harnessed WalkMe to tackle the rapid technological advances brought on by the pandemic.
Why Choose Digital Nudging?
The pandemic compelled numerous organizations, including Flight Centre, to hasten their digital transformation processes. This abrupt change required employees to swiftly acclimate to new technologies and systems, which often led to difficulties in adapting. WalkMe’s digital nudging solution fills this void by offering immediate prompts and support to staff, ensuring they successfully navigate their IT training and system application.
Luckins highlighted the emphasis on the adoption process itself. “You can be gentle or assertive, and it’s been fruitful,” he remarked. This balanced approach has permitted Flight Centre to enhance the experience for users of new systems, making certain that staff utilize them properly without undergoing tedious training sessions.
The Role of WalkMe in Resolving Issues and CRM Training
Flight Centre’s application of WalkMe goes beyond mere training. The organization has also utilized the platform to handle frequent troubleshooting challenges within its Customer Relationship Management (CRM) system. Furthermore, the digital nudging solution has played a crucial role in guiding the sales team through the newly integrated Monday.com platform, a widely adopted work management system that optimizes workflow.
By providing contextual guidance in real-time, WalkMe empowers Flight Centre’s employees to independently resolve issues, thereby minimizing lengthy support requests.
Meet Avery: The Digital Guide
A prominent feature of Flight Centre’s WalkMe implementation is the introduction of “Avery,” a digital persona designed to assist front-end users. Avery serves as a friendly guide that introduces new features, helps employees swiftly locate information, and keeps them updated on system changes.
“Employees appreciate having a persona that presents new functionalities,” Luckins shared. The rollout of Avery has been positively received, as users enjoy the simplified access to information and the intuitive interface that aids in navigating new systems.
The Influence on Employee Morale and Productivity
Through WalkMe’s digital nudging and the introduction of Avery, Flight Centre has observed a notable boost in employee satisfaction regarding the use of new systems. Staff are more content and engaged, as they are no longer obliged to endure countless training sessions or repeatedly seek assistance.
As Luckins mentioned, “Employees recognize the value of the systems since they’re utilizing them effectively.” This enhanced adoption rate has not only optimized internal procedures for Flight Centre but has also led to improved overall business performance.
Conclusion
Flight Centre’s embrace of WalkMe’s digital nudging methodology has proved to be exceptionally effective in assisting staff with the transition to new technologies introduced during the pandemic. By providing real-time guidance and troubleshooting support, the company has lessened the frequency of repetitive training sessions and raised system adoption rates. The addition of Avery, a digital persona, has further enriched the user experience by granting employees swift access to information and updates. Ultimately, this has resulted in improved employee satisfaction and heightened operational efficiency.
Q: What exactly is digital nudging, and how does it benefit Flight Centre?
A: Digital nudging refers to a strategy that encourages users to embrace new systems by delivering real-time guidance and prompts. It assists Flight Centre by simplifying staff training, minimizing the necessity for repetitive sessions, and enhancing engagement with new technologies.
Q: What is WalkMe’s contribution to Flight Centre’s technology adoption?
A: WalkMe acts as the fundamental platform for digital nudging at Flight Centre. It provides tailored user guidance, automation of workflows, and troubleshooting support, enabling staff to navigate new systems like CRM and Monday.com with greater effectiveness.
Q: What advantages has the deployment of the digital persona “Avery” provided to Flight Centre’s employees?
A: Avery functions as a digital guide for Flight Centre’s personnel, facilitating quick access to information and helping them stay updated on new features within systems. This enhancement has improved the overall user experience and made the transition to new technologies more enjoyable for employees.
Q: In what ways has Flight Centre benefited from the use of WalkMe?
A: Since implementing WalkMe, Flight Centre has experienced increased staff contentment and improved efficiency in utilizing its systems. Employees are more satisfied with the technology, attributable to the reduced training time and the capacity to troubleshoot issues independently.
Q: Which platforms has Flight Centre integrated with WalkMe?
A: Flight Centre has integrated WalkMe with its CRM system and the Monday.com platform, aiding employees in troubleshooting issues and adopting new workflows seamlessly.
Q: How does WalkMe’s workflow automation feature enhance efficiency?
A: WalkMe’s workflow automation reduces manual work by guiding users through intricate processes step-by-step. This decreases the likelihood of errors and boosts overall efficiency within Flight Centre’s operations.
Q: Why did SAP acquire WalkMe, and what implications does it have for Flight Centre?
A: SAP acquired WalkMe to broaden its digital adoption offerings, providing more comprehensive solutions for businesses like Flight Centre. This acquisition equips Flight Centre with enhanced features and improved support within SAP’s extensive ecosystem.
For further details on how businesses are adopting digital nudging and other technological solutions, visit TechBest.