Case Study: KeyBank achieves higher client self-service and operational efficiency with WalkMe

KeyBank enhances client experience and operational efficiency with WalkMe

KeyBank turned to WalkMe to improve the front-end experience of its banking platform and help customers complete complex tasks more easily, starting with the common “add user” workflow. Previously, clients often had to contact support or their account team to finish the process, creating numerous help inquiries and slowing down self-service.

Using WalkMe, KeyBank implemented guided digital flows, targeted messaging, and temporary in-app guidance to automate and simplify key tasks. The results were significant: ticket volume dropped by 80%, and 90% of invited clients adopted the new digital add-user option. KeyBank also used WalkMe Insights to track workflow drop-off and continuously improve the customer experience.

KeyBank

Eboni Ewart

Digital Adoption Manager