Rafael Sweary - Shifting priorities, reducing risk and strategizing for the new normal

1™ © All Rights Reserved
Covid 19 - From Adapting
to Thriving
Rafael Sweary, WalkMe
Co-Founder & President

About WalkMe
WalkMe has Pioneered the Digital Adoption Platform
About our Customers
● Thousands of customers, millions of users
● All major industries represented
San Francisco
New York City
Raleigh
London
Tel Aviv
Tokyo
Sydne
y
● 30% of Fortune 500
● 35+ countries represented
● Global coverage in 10 offices
● 3 acquisitions in mobile, analytics & AI
● $311M raised
● 800+ employees
Singapore
Paris
Berlin

Years from $1M to $100M in ARR

WalkMe’s Layered Approach to Adoption
Data
Collect and analyze usage data
to identify obstacles and
opportunities to engage
Overlay Technology
No changes to the underline software
No integration
Cross application
No R&D required
Desktop
Mobile
Web

Best Practices in Incremental Improvements
Onboarding
Customer Journey
RevenueImpact
Retention Expansion AdvocacyEvaluation
-$
+$
- Trial walkthrus
- In-app conversion
- Self-service
support
- Onboarding
checklists and
guidance
- Kickoff with email
integration
- Feature launches
- Automation with
Interactive bots
- Self-service
support
- In-app plan
upgrades
- Discover
advanced
functionality
- NPS Surveys
- Identify engaged
customers likely to
be advocates

Before we begin, first the role Lady Luck
played in this story….

The first hit...

8© All Rights Reserved
Quick to Adapt: Going Virtual
Bringing together the MWC
Community, providing a stage
to multiple vendors
MWC
2020
The first Digital Adoption event
in Japan, went live with 200
attendees.
Realize
Japan
WalkMe’s first customer
event for 600+ people
taken online in 5 days
Realize
2020
Mobile
Live
Realize Live
Japan
Realize
Live

Board & Company
Communication

Immediate Execution
While working on an amended plan/budget
- Messaging
- Vertical Focus
- Faster Testing and Recaps
- Roadmap Priorities

The Amended Plan / Budget
Moving from focusing on growth to focusing on
- Controlling cost
- Controlling cash
- Controlling ARR

The Switch

1k employees
Context
● Doctolib leverages WalkMe on their external site, offering:
○ Doctors and healthcare professionals ways to manage and optimize their
services (improve efficiency, attract patients, decrease patient no-shows,
improve offering to patients)
○ Patients the ability to find a nearby health practitioner and book
appointments 24/7, improving their booking experience
Challenge
● To fight covid-19, they have opened their teleconsultation tool for free to doctors
● Need to onboard 80K doctors within a week on the platform
Solution
● Using WalkMe to communicate important messages to different doctors based
on their speciality
● Onboarding doctors to create, edit, and post consultation videos, as well as
easily manage their patients and services
● Leveraging webhooks to trigger messages, gain insight, and improve success
“Thousands of doctors are
successfully guided to complete a
video consultation without any prior
training. They help everyone stay
home while staying protected.
It matters a lot that you gave us your
highest priority in these hard times.
Lives were saved with the additional
data integrations, and with the quick
guidance we are now able to provide
across our platform.”
Nicolas Zullo,
Customer Engagement
Director at Doctolib
Healthcare SaaS

Challenge: Train thousands of doctors on a new telehealth platform in just days
Thousands of doctors are successfully guided to complete a video
consultation without any prior training. They help everyone stay home
while staying protected.
It matters a lot that you gave us your highest priority in these hard
times. Lives were saved with the additional data integrations, and with
the quick guidance we are now able to provide across our platform.
Doctolib Manages Change for Thousands of Doctors
Nicolas Zullo, Customer Engagement Director at Doctolib

And many more ….
and then the analysts began to take notice

DAP in the Next Normal
“With the COVID-19 outbreak, many companies utilized WalkMe to ensure business continuity by
creating on-the-fly plans to roll out remote training programs, as well as enabling several companies to carry
on with their ideas and take employees through classes remotely. In times of disruption, such as with COVID-
19, WalkMe's Digital Adoption Platform touches upon all aspects of the organization to guarantee business
continuity, from providing management the data they need to be in control and informed, as well as by
helping employees be productive and engaged as they transitioned overnight to a 100% remote workforce.”

Gartner for Technology Leaders

The Data

The Next Normal

felt they were
more productive
when working from
home
miss the informal
meeting with their
colleagues
indicate they were
able to collaborate
effectively with
other units
were able to
complete all tasks
regardless of the
lack of face to face
interactions
97% 78% 59% 82%

felt their manager is
available &
supportive
felt that their
manager defined
clear objectives and
tasks
89% 96%
felt they have the
equipment, support
and conditions they
need to wfh
felt their team
worked effectively
while WFH
79% 92%

Most employees felt they would like to have a WFH flexibility with
the preference of working between 2-5 days from home

32% indicate that the most challenging part for them while
wfh is Work-Life Balance

Focus on Digitizing the Customer Life
Cycle Process

Questions?

Rafael Sweary - Shifting priorities, reducing risk and strategizing for the new normal

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