Case Study: PeopleMatter achieves dramatically faster onboarding and 15–20% call deflection with WalkMe

PeopleMatter Uses WalkMe to Speed Up Customer Onboarding, Improve User Adoption, and Increase Self-Service Support

PeopleMatter is a workforce management platform for the hourly workforce (hospitality, retail, restaurant and service sectors) that was spending significant resources on training and support because its diverse customer base used the product in many different ways. The company needed a streamlined, customizable approach to speed onboarding, improve user adoption, and drive more self‑service support.

By implementing WalkMe’s Digital Adoption Platform—rolling out 15 Smart Walk‑Thrus in under 45 days and using segmentation to deliver contextual, in‑app guidance—PeopleMatter dramatically reduced onboarding time, deflected 15–20% of support calls to self‑service, accelerated employee training, and cut basic support inquiries, resulting in faster user adoption and a more efficient support organization.

People Matter

Ken Haigh

Chief Technology Officer