Case Study: National Association of Federal Retirees achieves 70% faster onboarding and 75% fewer support requests with WalkMe

NAFR Trains Hundreds of Volunteers, Enjoys Seamless Digital Transformation with Walk

The National Association of Federal Retirees, one of Canada’s largest non-profits representing over 180,000 members, faced a major training bottleneck: onboarding and supporting some 800 part-time volunteers across 80 branches on a new Microsoft Dynamics platform generated dozens of weekly support requests and thousands of annual training hours. The organization needed a way to simplify the CRM and enable volunteers—many retirees with varying tech skills—to work confidently without heavy in-person or phone support.

By implementing WalkMe’s in-app guidance (Walk-Thrus, SmartTips, Launchers and ShoutOuts), Federal Retirees delivered contextual, real-time self-serve support that cut onboarding time by 70%, reduced support requests by 75%, and enabled a seamless transition to Microsoft Dynamics 365—improving branch accounting, feature adoption, and overall member service.

National Association of Federal Retirees

Alex Charette

Client and IT Support Services Associate