Case Study: BMO Financial Group achieves 50% drop in support requests and significant development-cost savings with WalkMe

BMO Financial Group Drives Customer Adoption of New Features While Reducing Support Burden with WalkMe’s In-App Guidance

BMO Financial Group, one of North America’s largest banks, faced the challenge of upgrading its online services without overwhelming its already strained support center or its in-house development team. The bank needed a scalable way to guide customers through new features, reduce confusion and support calls, and migrate users to updated functionality without relying on external communications or lengthy development work.

BMO implemented WalkMe’s Digital Adoption Platform—using in‑app guidance like Walk‑Thrus, SmartTips and ShoutOuts plus analytics—to guide users and monitor behavior without developer involvement. The solution drove faster adoption of new features, avoided weeks of development time, and produced measurable results: a 50% drop in customer support requests and a significant reduction in development costs, prompting plans to expand the tool to other business lines.

BMO Financial Group

Sarah Cairns

Initiative Manager