The TUI GroupA leading global tourism company with headquarters in Germany, offers its 20 million customers integrated travel services, including hotels, cruise ships and travel agencies. At the SAP customer conference SAP Sapphire in Orlando, Laura Dean, Digital Adoption and Training Lead at TUI reported how her company has successfully optimized its HR processes in SAP-SUCCESSFACTORS solutions with Walke.

Tui led eight years ago SAP SUCCESSFACTORS software a. In the meantime, over 41,000 employees of the company use many different SAP-SUCCESSFACTORS solutions, including for performance management, talent management, learning and HR data management. “As you can imagine, this means a steep learning curve for our workforce with so many functions and so many employees,” said Dean. Therefore Tui put on Walkto standardize and automate your HR processes and thus improve the employee experience and to increase efficiency.

Advantages for companies and employees HR solution

According to Dean, there were three major challenges in the HR processes at TUI: employees were difficult to familiarize themselves with new systems, the training concepts were outdated and therefore expensive and difficult to keep up to date, and time-consuming HR tasks affected the entire business processes. “We needed something that made us fit for the future and at the same time supported the HR department,” said Dean. The solution also had to be available around the clock and in several languages in order to effectively support the global workforce of TUI, including flight staff, pilots, travel agencies and other seasonal employees.

In order for employees to find their way around the company’s HR processes and work more efficiently with HR staff, implemented TUI Walkme. With WalkMe analyzes, TUI can find out in which processes the users have difficulties, and then develop personalized and automated WalkMe solutions for these challenges. For employees, this can mean that the software is easier to use. For HR staff and the company, this can reduce the number of errors and managers and lead to a faster added value of SAP Successfactors solutions.

Dean explained how the WalkMe automation has simplified the TUI-onboarding processes for new employees: As part of the hiring process, e-mail addresses are automatically assigned to the SAP SUCCESSFACTORS system. There are fewer registration problems on the first working day. This not only improved the process for new employees, but also saved the HR teams time and proactively took up possible errors.

TUI was also able to simplify the application for absences for the HR staff and the employees.

“We have set up a process in which Walke comes into play when someone has to register and booked vacation in the system at the same time. Walke then reports: ‘You have a vacation at the same time, so you have to cancel this vacation and replace it with a sick leave,” said Dean. “For us, this means that the personnel department receives fewer questions and fewer tickets and that more employees comply with the process intended for their region.”

The data of the WalkMe analyzes speak volumes

Walkme analyzes can offer an insight into which software is used and how. This allows companies to recognize where efficiency can be improved and, with in-app instructions and automation, problem areas in processes are targeted. “One of the real advantages of Walkme is that we can use the available data to decide how we can support our employees and develop digital solutions that help you better understand the software,” said Dean. “We have focused strongly on the data that occurs in the annual employee process and show how our users are currently using their system.”

Dean analyzed the process data from Walke over a period of 90 days from the employee forms. In doing so, she found that the personnel department did not complete the process of 70 percent without mistakes during this period, 5 percent with a few mistakes and 23 percent. In addition, Dean could see where the errors occurred and where users who did not complete the form got stuck. Using this data, Dean with the help of Walke emphasized the most frequently exuberant fields in the form and reminded the users of filling them out before they continue. “If 5 percent did not know what to enter during this period, I have to do something if you come in this place and say, ‘Please make sure you have this information before you continue.’ So I tell you in advance that you need it – and I can do that with Walke, ”she said.

When asked how easy to create the analysis dashboards, Dean explained that Walke automatically collects all forms, so that nothing has to be created additional. The process is set up step by step with Walkme-Flow analyzes. The report then collects the data over the period. “It’s super fast and easy. With UI Intelligence you get an immediately usable set of analyzes that shows the use of forms in the system. It shows me where people start filling out where they get stuck and where there are problem areas.

More independence in HR processes for Employee

The vision of TUI to “create moments that make life more valuable” applies not only to its customers, but also to his employees. With the help of walkmes and SAP-SUCCESSFACTORS solutions, TUI, the HR department and end users make life easier and help them to make more independence.

“We were able to find that the self -efficiency of our employees has increased by 80 percent,” said Dean. “The good news is that you do not have to contact your local support team. Because you can search for content in our Walkme menu-24 hours a day, seven days a week, in six different languages.” In addition, with the help of Walke, TUI was able to reduce the time spent by Walke by 70 percent, increase the completion of tasks by 40 percent and reduce the number of support calls by 50 percent.

For Dean himself, Walkme has also enriched her role as a trainer: “Walkme supports me in carrying out change management measures in my company. The solution also helps me to train our end users and enable them to work independently without having to be on site personally or to travel all the globe.”

Find out how Walkme for SAP Successfactors HCM This can help increase the use of solutions and optimize HR processes.

Gillian Hixson is integrated communications specialist at SAP.