Case Study: IBM lifts product usage, consumption, and retention 300% with WalkMe
Key results
The challenge
IBM's complex B2B products suffered from high user abandonment driven by inadequate onboarding and insufficient in-product support, which held back subscription rates and sales. The company needed a way to guide users through core features without relying on manual documentation.
The solution
IBM deployed WalkMe's Digital Adoption Platform to provide streamlined onboarding and in-app guidance across 25+ products, integrating WalkMe with Segment to centralize analytics and personalize step-by-step guidance for core features.
“Overall, WalkMe has helped us improve product usage, consumption, and retention by 300%. We've been able to reach 80% digital offering revenue growth, which was 2X our target.”
NANilanjan AdhyaChief Digital Officer, IBM
The results, in context
WalkMe helped IBM improve product usage, consumption, and retention by 300% and reach 80% digital offering revenue growth, twice its target. Users were 300% more likely to achieve a milestone with WalkMe engagement, and IBM recorded a 6X higher retention rate and a 4X higher conversion rate from trials to subscriptions.