Case Study: Species360 achieves 100% product adoption and 60% faster onboarding with WalkMe

Species360 Implements In-App Training and Support for Global Customer Base; Enjoys 100% Product Adoption

Species360 is an international non-profit that maintains ZIMS, a vast zoological records database used by zoos, aquaria, and conservation groups across 90+ countries. With nearly 10 million animal records and a small U.S.-based support team, Species360 struggled to scale training and support, needing a way to teach new users, train trainers, and drive adoption of new features without overwhelming staff.

By implementing WalkMe—using Insights to find UX gaps, multi-language Walk‑Thrus, Launchers, Shuttles/Resources, and targeted segmentation—Species360 created an always-on in-app help center that guides users contextually and reduces support load. The result: 100% product adoption, a 60% drop in onboarding time and a 35% reduction in support requests, enabling global users to better leverage ZIMS while easing pressure on the support team.

Species360

Josh Courteau

Training Manager