NEC Corporation, a leading technology company, has partnered with WalkMe, a provider of digital adoption solutions, to drive the utilization of purchasing, procurement, and customer management systems as part of its digital transformation initiatives. The implementation of WalkMe has resulted in significant improvements in business processes, including a 75% reduction in employee support tickets and a 70% decrease in returned SAP Ariba submissions. These improvements have been achieved while enhancing employee satisfaction and reducing the burden on support staff.
NEC is fully committed to driving comprehensive digital transformation initiatives throughout its organization, customer base, and society as a whole, as outlined in its medium-term management plan for 2025. The plan aims to deliver value derived from internal digital transformation efforts to customers. In order to achieve this, NEC has prioritized enhancing the digital experience for employees, streamlining business operations, and creating a more employee-friendly work environment.
To promote its digital transformation efforts, NEC has implemented WalkMe to effectively establish the operation of SAP Ariba and Salesforce. These systems require a high level of proficiency, and WalkMe enables correct operation navigation, guidance, and automation. With WalkMe, end-users at NEC receive operational assistance for SAP Ariba and Salesforce, eliminating the need for extensive training sessions or manual reading. The software automates a portion of the user operations and provides guidance to promote the use of these systems throughout NEC’s ongoing digital transformation initiatives.
Noriaki Seki, Executive Professional of Architecture and Director at NEC, states that WalkMe is an important part of their digital transformation process and a key priority for the company. The effective utilization of technology is crucial for successful digital transformation, and neglecting change management and employee experience can result in a poor return on investment.
Scott Little, Chief Revenue Officer of WalkMe, acknowledges that many enterprises struggle with the aftermath of digital transformation, leading to what they call “Software Paralysis.” This occurs when employees are overwhelmed new technologies and ongoing product updates, leading to a decline in efficiency and productivity. WalkMe is pleased to work with NEC in supporting their digital transformation goals and ensuring a smooth transition for employees.
The implementation of WalkMe has had significant positive impacts for NEC. Previously, around 10% of application processes on SAP Ariba and Salesforce resulted in end-user inquiries to the support staff, and over 20% of applications were sent back due to errors. However, after implementing WalkMe, the number of support staff inquiries decreased 75%, and the number of applications being sent back reduced approximately 70% in a specific application operation.
Moving forward, NEC plans to analyze the usage of approximately 1,000 internal systems and consider the application of WalkMe in areas where operational challenges can be addressed effectively.
Source: NEC Corporation, WalkMe