Case Study: WGBH achieves faster Salesforce onboarding and cost-effective training with WalkMe

WGBH public broadcaster layers WalkMe over Salesforce to implement cost-effective, consistent training

WGBH, a major public broadcaster and the largest membership organization in New England with over 140,000 donors, faced critical gaps in training and documentation as it began supporting the Contributor Development Partnership of 170+ stations. With no formal training program, limited process documentation, and inconsistent knowledge transfer, WGBH needed a scalable, cost‑effective way to train staff and preserve institutional knowledge.

WGBH implemented WalkMe for Salesforce to deliver in‑app, customizable Walk‑Thrus and centralized process documentation managed by a single trainer, plus usage analytics. The solution enabled same‑day onboarding and on‑the‑spot refreshers, drove 72% user engagement and a 48% average completion rate, shortened training times, lowered support costs, and freed resources for other priorities.

WGBH

Becky Levy

Associate Director of Development Services