TIAA, a leading financial services organization, continually strives to enhance its customer service experience. This case study examines how TIAA leveraged WalkMe, a digital adoption platform, to revolutionize its customer service training and support for financial consultants at its National Contact Center (NCC), ultimately improving key performance indicators and customer satisfaction.
Optimizing the TIAA Customer Service Experience with WalkMe
TIAA’s NCC utilizes a proprietary financial system called Unified Desktop (UD). Frequent monthly updates to this system presented significant training challenges for consultants. Traditional training methods, such as online tutorials and job aids, proved costly, time-consuming, and ineffective in preparing consultants for these changes. This negatively impacted call quality, increased call transfers to specialized support lines, and hindered the adoption of crucial system updates. Consequently, TIAA sought a solution to improve consultant performance and enhance the overall customer service experience.
WalkMe: A Digital Solution for TIAA Customer Service Challenges
WalkMe, a leading digital adoption platform, offered a promising solution. It provides real-time, on-the-job guidance through interactive walkthroughs, SmartTips, and other performance support tools directly within the Unified Desktop interface. This just-in-time support allowed consultants to access relevant information precisely when needed, minimizing the reliance on traditional training methods and reducing the learning curve for new system updates.
Initially, the implementation of WalkMe faced internal resistance due to concerns about its potential impact on UD’s performance. However, after rigorous testing demonstrated no negative interference, a pilot program was launched.
(Example of a Digital Adoption Platform Interface)
Measuring the Impact of WalkMe on TIAA Customer Service
The pilot program encompassed 90 consultants across various experience levels and included 10 specific use cases addressing common challenges and system updates. The results were overwhelmingly positive:
- Improved Call Quality: The pilot group achieved a 98% Call Quality Excellence score compared to 95.6% for the control group.
- Reduced Call Transfers: Call transfers to specialized support decreased from 22% in the control group to 10% in the pilot group.
- Significant Cost Savings: The implementation of WalkMe resulted in over $100,000 in training cost savings during the pilot phase alone.
- Positive User Feedback: Consultants found WalkMe intuitive and effective, requesting its expansion to cover additional topics and use cases.
Conclusion: WalkMe Transforms TIAA Customer Service
The success of the pilot program led to the full implementation of WalkMe across the entire NCC. WalkMe has not only improved consultant performance and customer satisfaction but also significantly reduced training costs and increased efficiency. TIAA continues to explore ways to leverage WalkMe, particularly for new hires, to ensure consultants are equipped with the knowledge and resources necessary to provide exceptional customer service. By embracing digital adoption solutions like WalkMe, TIAA demonstrates its commitment to providing a seamless and efficient customer service experience. This case study highlights how innovative technology can empower employees, streamline operations, and ultimately enhance the customer journey.
