Case Study: Workday achieves rapid scaling of tech-touch onboarding and cuts onboarding time to 16 weeks with Gainsight

Workday Rapidly Scales Tech Touch Program Using Journey Orchestrator

Workday, a leading enterprise cloud provider of HR and financial management software with over 14,000 employees and ~9,500 customers, needed to rapidly scale onboarding as customers migrated from legacy systems and CSMs faced time-consuming, repetitive tasks. Onboarding often took more than six months, feature adoption was lagging, and the team had to adapt quickly during the COVID-19 pandemic.

Workday implemented Gainsight Journey Orchestrator and Email Assist to automate its Workday Explore webinar-driven onboarding: validating contacts via Salesforce, using email variants and event-triggered messaging, and tracking results in Gainsight dashboards. The program cut onboarding to 16 weeks, drove regular webinar attendance from new customers to over 90%, achieved ~25% webinar registration from invites, doubled monthly webinars to 40, raised digital engagement to 40% of customers, and freed CSMs to focus on high-value, one-to-one work.

Workday

Simi Kacker

Customer Success Business Analyst