Case Study: Royal Bank of Canada achieves faster onboarding and 30% fewer support tickets with Apty

Royal Bank of Canada reduces support tickets by 30% with Apty

Royal Bank of Canada, one of the world's largest financial institutions, faced significant challenges in managing over 100,000 users across more than 20 critical applications. Their existing WalkMe deployment failed to provide the necessary cross-application clarity, compliance validation, and process insights needed for global onboarding and post-merger transitions, leading to employee confusion and an overwhelmed helpdesk. This prompted them to seek a new solution from the vendor Apty.

Apty worked closely with RBC to implement its digital adoption platform, migrating and redesigning user journeys rather than simply lifting existing flows. The solution provided guided workflows and validation layers across key applications like Salesforce and Workday. As a result, RBC achieved a 30% reduction in support tickets, faster onboarding, standardized compliance processes, and deeper visibility into adoption bottlenecks, enabling a true business transformation.

Royal Bank of Canada