Case Study: Tyler Technologies cuts how-to support requests by 31% and boosts self-service with WalkMe

Tyler Technologies Improves Adoption, User Experience, and Self-Service Support with WalkMe In-App Guidance

Tyler Technologies, a leading provider of end-to-end information management solutions for local governments with 550,000 clients, was overwhelmed by basic “how‑to” support requests that pulled staff away from higher‑value work and left users frustrated. The company needed a seamless, customizable self‑service solution that would work across diverse customer needs without rebuilding existing products.

By deploying WalkMe’s Digital Adoption Platform—using in‑app, step‑by‑step tutorials and WalkMe Insights for targeted analytics—Tyler delivered on‑demand, contextual guidance tailored to users’ workflows. In five months the company saw a 31% drop in how‑to support requests (and a 23% reduction in overall support volume), higher task completion and user satisfaction, increased self‑service adoption, and more time for support staff to focus on value‑added activities.

Tyler Technologies

Taylor Rednose

Software Support Representative, Courts & Justice