Case Study: Ulta Beauty projects 114% ROI and cuts training costs 40% with WalkMe
Key results
The challenge
Ulta Beauty's onboarding for its Swift warehouse replenishment system was ineffective despite expensive vendor training. Employees received generic instruction misaligned with company-specific processes and lacked accessible support, leading users to distrust and override system recommendations, which created errors and excess inventory.
The solution
WalkMe's Digital Adoption Platform created a customized overlay on Swift with automated guided walkthroughs, point-of-need help via SmartTips and Smart Walk-Thrus, real-time form validation, and pre- and post-work exercises that replaced formal testing, with process updates pushed directly to users.
“With thousands of SmartTip views and Smart Walk-Thru plays, along with reduced clicks and navigation time, Ulta Beauty expects to see a projected 114% ROI on their WalkMe investment due to increased productivity, elimination of 3rd party led training, and reduced support requirements.”
ESElyse SannemanManager of Merchandising and MP&I Training, Ulta Beauty
The results, in context
Ulta Beauty expects a 114% projected annual ROI on its WalkMe investment, driven by increased productivity, elimination of third-party-led training, and reduced support requirements, alongside a 40% reduction in training costs. Engagement reached 96.4% of users, and 96.6% of engaged users interacted more than once.