Case Study: Origin reduces support tickets by 70% with WalkMe

Origin reduces support tickets by 70%, automates HR processes, and enables teams to focus on work that matters

Origin needed a better way to manage complex HR software and processes, reduce support demand, and help employees and managers self-serve tasks more easily. Using WalkMe and its digital adoption tools across systems like SuccessFactors and ServiceNow, Origin sought to simplify workflows that were creating high ticket volumes and manual effort.

With WalkMe, Origin implemented Smart Walk-Thrus, ActionBot, ShoutOuts, Shuttles, SmartTips, and Surveys to guide users, automate routine steps, and surface answers in real time. The results included a 70% reduction in support tickets, self-service tasks that once took two days now completed in about 20 seconds, and faster rollout of new processes such as COVID vaccination tracking, helping Origin’s 5,000 employees and HR team focus on higher-value work.

Origin

Shaun Kenny

Operational Excellence Lead