TAFE NSW uses SAP WalkMe to reduce staff support requests
A case study reports a 24% decline in support calls and tickets as the provider guides 17,000 employees through procurement and expense software.
By Quang Dinh
Support calls and tickets at TAFE NSW have fallen by 24 per cent following its use of SAP WalkMe, according to a case study. The provider uses the tool to help 17,000 employees navigate its procurement and expense management software.
At Sydney’s SAP NOW AI Tour, chief procurement officer Nicole Cutler said the organisation’s focus had shifted towards helping staff operate SAP Ariba and SAP Concur, rather than concentrating on which processes could be digitised.
WalkMe supplies instructions inside those applications, directing employees to the relevant buttons and explaining what data to enter. Cutler said staff consequently had less need to contact the helpdesk or leave the applications to check reference guides.
The case study suggests the tool has operated for about a year. Most interactions involve Ariba, while Concur represents a smaller, growing share.
TAFE NSW began introducing Ariba in 2019 and brought Concur into operation more recently. It is also adopting Ariba Category Management for spending classification, which SAP markets as AI-assisted.
