Ensuring training becomes an self-service user experience

About the Client

AIB is a financial services group operating predominantly in the Republic of Ireland and the UK with a presence in the United States. The bank provides a wide range of services to personal, business and corporate customers in target markets and has leading market shares in banking products in the Republic of Ireland. AIB’s business has been restructured in recent years with the aim of becoming a customer focused, profitable and lower risk institution, well positioned to support economic recovery in Ireland while seeking to generate sustainable shareholder returns.


Challenges

Working with AIB since 2007, Xoomworks Procurement had recently been selected as its implementation partner to replace AIB’s P2P platform with a new P2P platform. While implementing a new P2P platform, AIB turned their attention to how they would train their 7,500 users including staff across their branch network to adopt the solution and start using it. Though the previous P2P solution had been available only at Head Office locations, the newly implemented P2P platform was being extended across the branch network. The main concern was not about user acceptance, as the system was mandatory and staff were already familiar with P2P applications, but more about the ability to maximise all the benefits that the new platform would bring AIB from a procurement and accounts payable perspective.


The Solution

WalkMe had been identified as a tool that could help ensure swift user adoption through a userfriendly self-service solution. Xoomworks arranged a demonstration for the AIB team to road-test the product. It was immediately clear that WalkMe could provide an effortless self-service user experience with the goal of decreasing incoming staff requests for phone and online support.

AIB selected WalkMe to complement their new P2P platform and be launched at the same time, giving staff access to on-demand real-time guidance through any given task or business process if they needed it.

WalkMe also saves us time as it reduces the number of calls and emails we receive as staff increasingly adopt the training tool. They are discovering how to do things themselves on the new P2P platform as and when they need to rather than calling us. It is an ideal self-service tool which reflects the way we encourage our customers to use the bank’s services.

If you want to learn more about the benefits of WalkMe, download the client story.