Case Study: Employment Hero achieves increased feature adoption and 50% of cross-sell leads with WalkMe

Employment Hero uses WalkMe to boost productivity, engagement, and feature adoption

Employment Hero is Australia’s integrated HR, payroll and benefits platform for SMEs, serving over 150,000 users. The company struggled with onboarding, feature adoption and high support ticket volumes—its in‑app chat (Intercom) didn’t provide contextual guidance, and they needed a self‑service, developer‑light way to introduce users to the product and new features.

Employment Hero implemented WalkMe’s Digital Adoption Platform—building Smart Walk‑Thrus, Launchers, ShoutOuts, automations and a robot mascot called Hai to personify in‑app guidance. As a result, engagement with feature announcements rose from 16% to 34%, WalkMe content generated more than 50% of cross‑sell leads in a single quarter, and the company gained faster, more targeted communication, higher feature adoption and reduced support friction.

Employment Hero

Annabel Thompson

Senior Customer Marketing Executive