Flight Centre has turned to digital “nudging” to help its teams adopt new technology, using software from the vendor WalkMe.
Speaking during the Gartner Symposium in the Gold Coast, Brian Luckins, global leisure business improvement manager at Flight Centre said that the post-pandemic recovery brought systems and people together “really rapidly”.
Recently acquired by SAP, WalkMe’s software primarily acts as personalised guidance to users, using workflow automation and business insights.
Flight Centre has mostly used WalkMe to “nudge” employees to carry out the required IT and systems training that stemmed from a pandemic-era technology transformation.
“We have a real focus around the adoption process,” Luckins said. “You can be gentle, but you can be forceful, and it’s paid dividends.
“You know that people now are happier and they’re seeing the value of the systems because they’re using it right and they weren’t going to spend a half-hour session on how to use a CRM for the 15th time.”
More recently, Flight Centre has started using WalkMe to troubleshoot issues in its CRM systems and to help sales teams use a newly implemented Monday.com platform.
In addition, the company has implemented Avery, WalkMe’s digital persona for front-end users.
“People love the idea that you’ve got a persona there who rolls out new things,” Luckins said. “And we get a lot of extra leeway, because [people] can find information really quickly.”
Eleanor Dickinson attended the Gartner Symposium as a guest of Gartner.