Case Study: W.L. Gore cuts enablement time 75% and boosts Salesforce usage with WalkMe
Key results
The challenge
W.L. Gore struggled with low adoption of Salesforce across 2,200+ users in 49 countries, caught in a continuous cycle of product enhancements, training delivery, knowledge loss, and retraining. Multiple divisions used Salesforce differently, and leadership lacked visibility into user behavior and feature utilization.
The solution
Gore implemented WalkMe's Digital Adoption Platform to deliver personalized, in-application training at the moment of need using ShoutOuts, Walk-Thrus, SmartTips, and Launchers, combined with Behavior Based Segmentation and WalkMe Insights analytics to track adoption and usage.
“We now have a 100% digital approach for most new features... Users can now quickly find support in-tool with no workflow interruption.”
CLChristi LopezWalkMe Administrator, W.L. Gore & Associates
The results, in context
Gore reduced enablement time for new features by 75% and training time by 83%, adopting a fully digital approach for most new features. Salesforce user sessions rose 154% year over year, and Salesforce user-satisfaction NPS increased 50%.