Drive HCM Adoption PDF

Drive HCM Adoption
Varun Kaushal
Director Enterprise Accounts
Drive Digital Adoption
Disclaimer: Please treat all information as confidential and do not share outside your organization. By default all calls will be recorded & provided to you for internal use.
HR Transformation With Technology: An Uphill Battle
82% 42%
HR leaders struggle with HR leaders cite

employees’ adoption of their ‘employee experience’ as a key driver
current HR Technology of their HR tech decisions
Poor employee adoption is a key reason for the failure of HR transformation projects
Gallup - American workplace report

PWC - Workforce of the future
Deloitte Human Capital Trends Report 2019
Drive Digital Adoption 2
Key Reasons for Poor Adoption of Technology Solutions
Source: Digital Adoption Platform (DAP): Accelerating the Journey from Transformation to Adoption
The HCM Success Equation
Elevated Higher
employee employee
experience productivity
HCM
Success
Reduction Training
Maximum in support cost & time
The Right HCM effort savings
Internal
Platform
adoption
Role of DAP across various Phases of the Product Life Cycle
Source: Digital Adoption Platform (DAP): Accelerating the Journey from Transformation to Adoption
HCM Adoption Worsens With Time
Digital Adoption Solution Accelerates Adoption
Workflow
Personalized, Automation
Augment Contextual Help
Increase User
User Training Decrease Knowledge Productivity
Discovery Time and HCM Adoption
Increase Training
Reduce Support Costs
Effectiveness, Change With a DAP
Management
ENGAGEMENT / PRODUCTIVITY
GO
Live
Pre Post
Go-Live Go-Live
Traditional
HCM Adoption
One-time Training Irregular Support Sporadic Engagement
T I M E L I N E
Whatfix Digital Adoption Platform (DAP)
Drive Employee Adoption, Increase Productivity, Elevate Employee Experience
Whatfix Supports Entire Lifecycle

of an Employee’s Journey
● New User Onboarding

Contextual & Interactive ● Learn in the Flow of Work
Personalized
● Form Field Guidance
DAP ● Continuous Training
● Self-Serve Contextual Help
● Change Management
Automation Real Time

Drive Digital Adoption and Elevate your Employee Experience
Automation
In-App
Self-Help
Contextual
Guidance
M
HC
Learn in the
Flow of Work
ABOUT WHATFIX
ABOUT US
Whatfix is a Digital Adoption Platform that disrupts Application Training, Learning and Support
by providing Contextual, Interactive and Real-Time user guidance.
7+ Years 500+ Customers ISO/SOC/GDPR

(Exponential Growth) 100 of Fortune 1000 Enterprise Grade
6 Offices Worldwide 100th percentile Recognized as Market Leader

(USA, UK, India & Australia) Customer Satisfaction Score in Digital Adoption Solutions
By Gartner, Deloitte, Everest
Industry Use-Cases
Apps you Use Apps you Build and Sell
Enterprise Application Softwares ISVs
RemedyForce Webex
CMDB Atrium Web-Security
SmartIT Email Security
Innovation Suite FMC
Discovery ISE
CPSG AMP
Integration Services FXOS & SMA
Business Workflows
Home-Grown or Custom-Built Apps Multi-Cloud Service Mgmt
Digital WorkPlace
Unify Employee Experience Across HCM Applications
Recruit
Employee
ATS HCM Payroll LMS HCM Payroll HCM
Recruiter/Manager
Onboarding
Employee
Enroll in
Benefits
Employee
Learning &
Training
Employee
Review
Performance
Manager
Run Payroll
Payroll Manager
Offboard
Employee
HR/Manager
Recruit Enroll in Learning & Review Run Offboard

Onboarding
Employee Benefits Training performance Payroll Employee
Recruiter/Manager Employee Employee Employee Manager Payroll Manager HR/Manager

Whatfix Platform
WHATFIX EDITOR WIDGETS DASHBOARD
AUTOMATION ANALYTICS
Whatfix Widgets
Widgets are the in-app tools through which users are provided
learning / training/ support content to boost adoption and productivity.
Self Help Guided Pop-Up Smart Pop-Up

Provide in-app Onboard new users, Show welcome
contextual help provide product tour messages, push
to users important notes
Smart Tip Task List Beacon

Provide on-demand Train and track Highlight new
help tips user progress features
Why Customers Choose Whatfix?
Easy to Create Highest Customer Whatfix Open Predictable &

Adoption Everywhere
& Maintain Content Satisfaction Ecosystem Transparent TCO
● Right content, in the right ● Author Flows using ● Customer NPS score in ● Leverage existing ● Easy to understand pricing
format, at the right time, Whatfix Editor - without 100th percentile of enterprise systems already
for each user, everywhere any coding or certification Software industry in use ● No unexpected, spiraling
add-on fee
● Exchange and Auto ● Precise Element Selection
preserves Flow accuracy ● Highest customer ● Experience an Open
Update Multi- format ● ROI Process
satisfaction in G2 Ecosystem by integrating
content Outside App with ● Smart Context auto with the highest number of ● Easy to do business with
LMS (SCORM and xAPI contextualizes user ● Customer advocacy enterprise technologies
compliant), Content content (without
Repositories configuration) ● 60% Roadmap driven by ● Video integration with
● Content Aggregation of ● Auto Update Content customers YouTube, Vimeo, Vistia
pre-existing content
● FastForward (without ● Named Customer Success
● See Live requiring coding) Manager, Certifications
● Start or Stop a Flow in any
web, desktop or mobile
application
Adoption Everywhere
Employees get digital guidance everywhere in the enterprise (“Fish where the fish are!’)
Outside App
Chat, Slack,
Learning
Chatter
Destination
Automation
Content Outside App

Repositories Support
Destination
Re-inforce
Content In-App Auto Update
(See Live)
Adoption Everywhere
Employees get digital guidance everywhere they go (“Fish where the fish are!’)
Outside App
Chat, Slack,
Learning
Chatter
Destination
Automation
Content Outside App

Repositories Support
Destination
Re-inforce Content
Auto Update
In-App (See Live)
Provide Users with Flows and Multi-Format Content in their Preferred
Formats and Outside App Destinations, to maximize adoption
Whatfix Multi-Format Content Outside App Destinations
(Auto Created & Auto Updated) (Auto Updated)
LMS
LMS
Course
LEPs
i PDF Content Video
Exchange Channels
Article
Sales Enablement
Flows Platforms
Step-by-step guidance Video
created atop the Social, Support,
application by Whatfix Auto
Productivity
Editor. i Slideshow Update
Content
Repositories
Hot URL
See Live
Re-nforce In-App learning
Leverage Pre-existing Content from Outside App Destinations,
automatically aggregate and display in Whatfix Widgets
Increase views and engagement on pre-existing content by 3X
Outside App
Outside App Destinations Whatfix Widgets
Authoring Tools
LMS
LEPs Self Help

Guided
Pop-Up
Video
Channels
Sales Enablement
VI Platforms Content Smart Tip Task List
Exchange
Social, Support,
Productivity
Content Smart
Pop-Up Beacon
Repositories
Easy to Create and Maintain Content
6 Auto Update
WHATFIX EDITOR
Content
Easily Create Content Aggregation
1 (No coding required; Precise (e.g. Crawl Content 5
Element Selection results in Repositories, read Tags )
Flow Accuracy)
3
Deploy
Content
Content
WHATFIX WIDGETS Exchange
LMS (SCORM & xAPI);
xAPI);
2 Auto apply Smart Support & Chat Tools, 4
Context and User Bi-directional Content Repositories
Personalization and Contextual
Whatfix Platform Outside App Destinations

100th %tile in Customer Satisfaction
(NPS) in Software Industry
Software Industry
Whatfix Customer Net Promoter Score (NPS) Benchmarks
Whatfix’s NPS score has been consistently >65 in 2019
Source: Delighted.com/nps-benchmarks
60% of WFX Product Functionality
Delivered as a Result of Customer Feedback
How Whatfix Listens
● Support Tickets added automatically to
Product Board for enhancement
prioritization
● Quarterly Business Reviews/Executive
Business Reviews
● 1x1 Meetings with CSM, PM, UX
● Customer Co-development
● Beta Programs
● Surveys
● Emails
How We Ensure Highest Customer Satisfaction
Delivering Robust Customer Advocacy Programs
Operational Planned 2020 Planned 2021

Renewal
Customer Journey
Value
Realization Annual Leadership DA
Summit Awards Benchmarking
Meetups
Adoption
Digital
Adoption COE
Go Live Support Sat
Templates: Celebrations NPS Surveys
Go Live Templates:
Salesforce Surveys
SuccessFactors User Groups
Implementation
Sat Survey
Product
Onboarding Guidelines/ Best Practices
Webinars
Email Best Practices Webinars
Series Value Customer
Product
Engineering Certifications
Onboarding Partner Adoption Drives Release New Release
Sales Handoff Online Measurement Acceleration Certifications Emails
Buddy Webinars
Contract Signed Connect Community
Email Series Timeline
Week 20
Week 25
Week 30
Week 5
Week 15
Week 10
Week 1
Go Live
Highest Customer Satisfaction
- “Intuitive, easy to create content, no tech background required.’

- “In about a day, I had already created tutorials for a whole page of my website...”
Simple & Easy to Use - “I had tested different solutions for onboarding and found Whatfix to be easy to implement.”
- “Whatfix support is AMAZING! Their support team will go above and beyond to help you!”
Deep Customer Focus - “Our requests for enhancements have been delivered at an unmatched speed.”
- “Reduced our customer support overhead expenses by >65%”

Economic Impact - “Whatfix is hands down the best Field Enablement tool!”
- “I love the fact the videos are created automatically - great feature, guys!”
- “Export walkthroughs as a slideshow/PDF/video. Instrumental for our training department”
Differentiators - “The best part is its multi-formats. I've previously tried out WalkMe [...], but Whatfix is unquestionably a
better alternative. Better Product and Better Support.”
- "Feature rich offering and a strong ROI!”

Differentiator: - “We looked at very expensive competitors to Whatfix [...] We are thrilled that we went with Whatfix they are
Quick ROI, Ease-of-Use much more cost effective,[...] and their features are brilliant.”
2020 H1 Accolades
G2 Grid Ranking Recent G2 Accolades
Stevie ABA Awards
Customer Service
Legend
Department of the Year
XDrive
Axis:Digital
Satisfaction
Adoption 32
(2020)
Y Axis: Momentum Score
Whatfix Open Ecosystem
Leverage and Magnify ROI from your existing IT Investments
Content Chat Bots/
Platform
Repositories Tools (Slack,..)
(Confluence,..)
Support Tools
LMS (Zendesk,..)
(Cornerstone,..)
CRM HCM ERP
Survey &
API Analytics
(Qualtrics, GA)
End-User Collaboration
Real User Privacy and Security
Multi-browser compatibility WCAG Accessibility SCORM & xAPI compatibility

(For e.g. Chrome, Firefox, IE, Compliance (Transcript & for LMS integration
Edge, Safari, Opera) Closed Captioning)
Highly Secure (No personally ISO27001, SOC2 and GDPR

identifiable information compliant
collection)
Predictable and Transparent Total Cost of Ownership
● Pricing Integrity
1.Predictable
Predictable
Predictable and
and Transparent
andTransparent
Transparent
○ Easy to understand pricing
1.1. Predictable
Predictable and
and Transparent
Transparent
TCO
TCO TCO
○ No unexpected, spiraling add-on fee
TCO
TCO
● Value Delivery and ROI Measurement
○ Value Consulting team works with Clients from Sales, Deployment to Post
Deployment stages- consistently deliver outcomes to meet expectations
○ Proven ROI Model for Digital Adoption
● Lower TCO
○ Lower Content Creation and Updation costs, everywhere in the enterprise
○ Leverage your existing IT stack with our Open Ecosystem
○ No surprises on data privacy after the sale (and undoing your initiative)
○ Easy to do business with
Traditional Training Challenges
Extended time between implementation, training and go-live
Digital
Transformation Phased
initiative onboarding
On-premise /
legacy HCMs Workday HCM
Face to face &
implementation
web based end
commencement
user training
Low adoption and engagement

due to unfamiliarity and
complexity and non-persistent
training knowledge
Training with Whatfix
powered HCM
experience
Digital
Transformation Phased
initiative onboarding
On-premise /
legacy HCMs Workday HCM
Face to face &
implementation
web based end
commencement
user training
High adoption, continuous

knowledge enhancement
and low drop off rates
Economic Impact (RoI)
Drive Faster Time to Reduced Time to Launch
Employee Productivity Proficiency HCM Application
25-37% 2.5 - 3X 33-50%

Increase in Employee Faster time to proficiency Reduction in the time to
Productivity for a new Employee launch Enterprise
Applications to a new
Business Unit
*Source: Whatfix Economic Impact Brief
Economic Impact (RoI)
Reduce Reduce Total Enterprise
Training Creation Cost Support Overhead Savings
50-84% 45-60% $8.7 Million

Reduction in Training Reduction on Level 1 Savings from DAS for an
Content Creation Costs Support Queries Enterprise with Employees
>1000
Sundt drives user engagement on new Oracle HCM with Whatfix
About Challenges
● Industry : Construction
● Founded : 1890
● To drive adoption of Oracle HCM across the
entire user base
● Headquarter : Tempe, Arizona
● To manage change when moving to a
● Employees : ~2,000
self-serve system from a legacy system
● Platform : Oracle HCM
Whatfix in action Impact

● Interactive easy-flows to guide users through their tasks in the ● 98% completion of performance review cycle
new application ● 10 mins to build first walkthrough
● Contextual Self-Help wherever the user is in the application ● 4 weeks to implement Whatfix
● Help content automatically generated in multiple formats -
video, slideshow, pdf, url
● Real time support replacing 1-1 customer support
Leading US auto parts retail chain drives employee productivity and
brings down support cost with Whatfix
About Challenges
● Industry : Auto parts retail ● To reduce time spent by store managers training
● Employees : ~2,000 new employees
● Platform : Oracle HCM ● To bring down support calls on using Oracle HCM
● To reduce time taken to onboard new employees
Whatfix in action Impact
● Interactive easy-flows to guide users through their tasks in ● 90% reduction in support queries
the Oracle HCM application ● 50% reduction in query resolution time by eliminating
● Contextual Self-Help wherever the user is in the application repetitive queries
● Real time support replacing 1-1 customer support ● 40% reduction in information discovery time
● 40% reduction in employee shadow training time
Customer Success / Training
● Named Customer Success Manager (CSM) ● Time to Train Authors: 5 - 8 hours
● 24*5 Unlimited Training & Support ● Author Persona: Learning & Development,
● Account Manager (AM) for Business Reviews Training, Instructional Design, Tech Writers
App Analysis &

Kick Off Joint Creation Test & Deploy
Training
Authoring Review
Business Objectives Segmentation
(Templates)
Stakeholders Configuration Rollout practices
IT/Rollout
Short sprints (2 weeks). Iterative rollout in phases.

Early involvement of IT.
Timeline to go live range from 4 weeks to 3 months.
Whatfix Onboarding Team
DESCRIPTION End-to-End Go-Live is owned and driven by Whatfix for THREE Months
WHATFIX 1. Named Customer Success Manager 3. Program Manager

RESOURCES 2. Solutions Architect 4. Technical Writer
● Train your team on Best Practices for authoring, UX and managing Whatfix content
● Work with your IT & Security team for Integration and Deployment
● Roll out Whatfix to first set of End Users
WHATFIX
DELIVERABLES ● Operational instructions on Lifecycle (Development, UAT, Production)
management of Flows with Project Management template for future releases.
● If required, onsite Whatfix On Boarding Team for the above activities
After Three Months Whatfix will continue to provide Unlimited Access to a Named CSM throughout the
Contract and Unlimited Training for new Editors as part of our Software Subscription Agreement
Professional Services
● Whatfix Consultants have completed more than 100+ implementation projects
● Delivers professional services on the basis of engagement model and contract signed
● Develops and maintains flow-based projects
Process
Ideation and Test and
Kickoff Development Demo
SOW* Deploy
*Statement of Work
Flow Development
Business Objectives Requirements Demo and Review and
Segmentation
Stakeholders Gathering Signoff Rollout
Configuration
Responsibility
● Objectives - Customer Easier and Faster Whatfix Deployment with Professional Services
● Requirements - Customer Iterative and Continuous Improvement
● Development - Whatfix Maintenance through Recurring Testing and Actionable Insights
● Maintenance - Whatfix
● Rollout - Customer
END USER JOURNEY
Contextual, Interactive,
Real Time
Digital Guidance
ADMINISTRATOR JOURNEY
● Adoption Everywhere
● Outside App Connections
● Content Aggregation
EASY EDITOR DASHBOARD ● Content Authoring &
Publishing
● Smart Contextualization
● Business Intelligence &
Analytics
ADOPTION MODEs ANALYTICS
Customer Success / Training
● Named Customer Success Manager (CSM) ● Time to Train Authors: 5 - 8 hours
● 24*5 Unlimited Training & Support ● Author Persona: Learning & Development,
● Account Manager (AM) for Business Reviews Training, Instructional Design, Tech Writers
App Analysis &

Kick Off Joint Creation Test & Deploy
Training
Authoring Review
Business Objectives Segmentation
(Templates)
Stakeholders Configuration Rollout practices
IT/Rollout
Short sprints (2 weeks). Iterative rollout in phases.

Early involvement of IT.
Timeline to go live range from 4 weeks to 3 months.
SAMPLE : Estimated Business Benefits (RoI)
TOTAL ANNUAL BENEFITS ($
Millions)
$X.X $X.X
Increased Employee Productivity

Value
Conservative Aggressive
Expected annual reduction in costs ($ M) X.0 X.0
Better New Hire Onboarding

Value
Reduced Training Costs

Value
Reduced Content Authoring and Maintenance Costs

Value
Reduced Support / Help Desk Costs

Value
THANK YOU
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Drive HCM Adoption

HR leaders struggle with HR leaders cite

Gallup - American workplace report

Drive Digital Adoption 3

Drive Digital Adoption 4

Whatﬁx Supports Entire Lifecycle

● New User Onboarding

Automation Real Time

Drive Digital Adoption 9

7+ Years 500+ Customers ISO/SOC/GDPR

6 Oﬃces Worldwide 100th percentile Recognized as Market Leader

Drive Digital Adoption 10

Enterprise Application Softwares ISVs

Drive Digital Adoption 11

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

ATS HCM Payroll LMS HCM Payroll HCM

Recruit Enroll in Learning & Review Run Offboard

ATS HCM Payroll LMS HCM Payroll HCM

Recruiter/Manager Employee Employee Employee Manager Payroll Manager HR/Manager

WHATFIX EDITOR WIDGETS DASHBOARD

Self Help Guided Pop-Up Smart Pop-Up

Smart Tip Task List Beacon

Drive Digital Adoption 21

Easy to Create Highest Customer Whatﬁx Open Predictable &

Drive Digital Adoption 22

Content Outside App

Content Outside App

Drive Digital Adoption 25

LEPs Self Help

Drive Digital Adoption 26

Whatfix Platform Outside App Destinations

Drive Digital Adoption 28

Drive Digital Adoption 29

Operational Planned 2020 Planned 2021

- “Intuitive, easy to create content, no tech background required.’

- “Reduced our customer support overhead expenses by >65%”

- "Feature rich offering and a strong ROI!”

Drive Digital Adoption 31

Stevie ABA Awards

Content Chat Bots/

Multi-browser compatibility WCAG Accessibility SCORM & xAPI compatibility

Highly Secure (No personally ISO27001, SOC2 and GDPR

Drive Digital Adoption 35

Low adoption and engagement

High adoption, continuous

25-37% 2.5 - 3X 33-50%

Drive Digital Adoption 38

50-84% 45-60% $8.7 Million

Drive Digital Adoption 39

Whatﬁx in action Impact

Drive Digital Adoption 40

Whatﬁx in action Impact

Drive Digital Adoption 41

App Analysis &

Short sprints (2 weeks). Iterative rollout in phases.

Drive Digital Adoption 42

WHATFIX 1. Named Customer Success Manager 3. Program Manager