Case Study: SmartPayroll achieves a 20% drop in support requests and an 18% increase in customer satisfaction with WalkMe

SmartPayroll Adopts In-App Support to Improve Onboarding Process, Information Retention, and Engagement

SmartPayroll, a New Zealand–based payroll software provider serving over 10,000 customers, needed a better way to onboard users and ensure they remembered infrequent tasks completed monthly, quarterly, or annually. The company wanted to reduce routine “how-to” support calls so agents could focus on higher-value customer engagement and lower support costs.

By implementing WalkMe’s in-app guidance—28 tailored Smart Walk-Thrus and Insights to target common pain points like employee termination—SmartPayroll delivered step-by-step help exactly when users needed it. The result: a 20% drop in support requests, an 18% increase in customer satisfaction, and improved user adoption and revenue as customers completed processes more accurately and independently.

Smart Payroll

Chris Partridge

Chief Executive Officer