Case Study: CenturyLink achieves a 31% drop in support calls and cuts training costs with WalkMe

CenturyLink cut training costs and freed up support resources

CenturyLink, the second-largest U.S. telecommunications provider serving enterprise customers in more than 60 countries, needed to help its sales force manage a huge volume of product and process changes after a decade of mergers and acquisitions. Sales teams struggled to master complex Salesforce workflows quickly, so the company aimed to empower reps to complete those processes with confidence and reduce reliance on support.

CenturyLink piloted WalkMe with 200 users and rolled it out to 3,000, using just-in-time guidance to speed training and time-to-productivity. The implementation cut support calls by 31%, freed help-desk resources to handle complex, one-off issues, and improved overall efficiency—delivering measurable cost savings and better allocation of training and support effort.

CenturyLink

Shelley Huber

Senior Lead Process Analyst