Case Study: Echo360 achieves responsive decision-making, higher feature adoption, and increased renewals with WalkMe

Echo360 Turns New User Behavior Insights into More Responsive Decision-Making and Increased Subscription Renewals

Echo360, an interactive video platform serving higher education, faced a challenge getting customers to adopt new features and get full value from its subscription product. Biweekly release notes were largely ignored, users still called support for existing functionality, and the team lacked granular user-experience analytics to pinpoint where customers were falling off or confused.

By implementing WalkMe’s Digital Adoption Platform and Visions session analytics, Echo360 began surfacing release information and in‑app guidance exactly where and when users needed it, while replay and Funnels revealed real behavior. The results: 83% of users engage with WalkMe monthly (66% more than once), nearly 100% of administrators see new feature announcements, up to 92% of users engage further in the best cases, an 8% lift in a targeted feature’s adoption, and a measurable reduction in support tickets.

Echo360

Tony Iraia

Senior Product Manager