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Case Examine: A Digital Transformation Success Story

Within the years since COVID-19 hit and swiftly shut down most in individual experiences, the wellness business needed to rapidly adapt to a brand new lifestyle. Whereas this has given companies the chance to succeed in new prospects past their conventional 4 partitions – homeowners and managers wanted to be taught and embrace new applied sciences to raised serve their purchasers.

DATAVERSITY® spoke with Eric Poole, digital adoption program supervisor at Mindbody, about how the corporate helps enterprise homeowners within the wellness house grasp the usage of their software program to finest run and develop their companies whereas maximizing income. Mindbody supplies a grasp class of expertise for homeowners and managers together with CRM, level of sale, and appointment and class-booking software program.


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Prospects of these wellness companies can obtain a MindBody app on to their telephone, discover a yoga class, a Pilates studio or a hair salon of their space, and ebook an appointment or class, which provides that reserving to the appointment calendar for that enterprise. One account by means of MindBody can present entry to tens of hundreds of various areas internationally.


For enterprise homeowners, expertise and software program can really feel overwhelming and irritating, particularly when confronted with configuration and different behind-the-scenes duties. Mindbody helps to ease homeowners’ frustration by making certain they’ve loads of sources and choices, not solely in preliminary configuration, however so homeowners can gracefully navigate adjustments of their companies going ahead.

To raised assist their prospects, Mindbody partnered with WalkMe to grasp how their prospects adopted their software program and built-in it into their workflow, to make adoption as straightforward as doable for future prospects approaching board.


Mindbody labored with WalkMe and their Digital Adoption Platform (DAP) to assist customers stand up to hurry with pleasant, supportive language and processes that have been particularly geared to Mindbody’s distinctive buyer base. WalkMe’s is no-code software program platform allows organizations to measure, drive, and act to maximise the affect of their digital transformation and speed up the return on their software program funding:

“WalkMe helps us be right here for our prospects from the minute they log into the software program in order that their focus can stay on operating their enterprise, relatively than studying an utility,” stated Poole.

WalkMe’s code-free editor proactively guides customers to finish any enterprise course of throughout single or a number of functions utilizing strategically positioned and personalised content material delivered on the teachable second—proper when it’s wanted. WalkMe’s expertise improves productiveness, humanizes expertise, and drives simpler use of an organization’s software program. The Digital Adoption Platform can determine gaps and downside areas and drive customers to success with out adjustments to the underlying platform.

Digital Transformation Implementation

Whereas the wellness business went by means of many adjustments introduced on by COVID-19, Mindbody wished to assist their prospects and altering expertise and software program wants.

When organising their software program, Mindbody prospects are guided by WalkMe by means of questions on how they run their enterprise. Via a conversational fashion, the software program guides enterprise homeowners by means of the suitable steps and finest practices particular to their enterprise. Moreover, WalkMe permits Mindbody to offer encouragement and suggestions alongside the way in which.

Utilizing WalkMe instruments, Mindbody was in a position to make use of in-app notifications to alert purchasers about new options together with find out how to modify your software program settings to concentrate on digital courses, find out how to publicize on social media, and extra.

Classes Realized

As purchasers use the guided assist walkthroughs, Mindbody tracked habits patterns, studying what steps within the course of take purchasers longer to finish and what steps they flew by means of rapidly.

“WalkMe was capable of give us a page-by web page flowchart that confirmed, for instance, that it takes customers about seven minutes earlier than they transfer to this subsequent web page, however it solely takes them 30 seconds on the next web page.”

This allowed Mindbody to discover the place prospects have been having hassle throughout their onboarding course of, and why that could be. Did customers must learn that individual piece of content material extra totally? Was there the rest they wanted so as to add to the person expertise to assist prospects by means of the setup course of?

The pandemic has brought about companies to adapt to many adjustments, together with within the well being, wellness, and wonder business. Many MindBody purchasers made the shift to supply distant courses on-line so prospects comply with alongside at residence relatively than come to the studio.

MindBody wished to point out their purchasers how straightforward it was to make adjustments to their enterprise mannequin within the software program so they might proceed to usher in income. Utilizing WalkMe instruments, MindBody was in a position to make use of in-app notifications to inform purchasers the following time they logged in, “right here’s a brand new distant class function and we will stroll you thru the 5 steps to regulate your settings. Then you’ll be able to put up this hyperlink out to your social media pages and begin getting these bookings rolling in,” stated Poole.

Digital Transformation Greatest Practices

Mindbody created a complete central assist content material repository to gather coaching movies, job aids, walkthroughs, and steps to finish frequent duties. WalkMe makes use of an impartial launch cycle and is absolutely fast at growth, Poole stated, so MindBody was capable of get adjustments accomplished inside a matter of hours relatively than a dash or two. He stated this was a key promoting level for WalkMe.


The corporate set a aim was to have customers discover the solutions to their questions from their assist menu 80% of the time. Via the partnership, Mindbody was capable of attain that aim inside six months.

Moreover, Mindbody and WalkMe continued to enhance upon the content material for the 80% of customers utilizing the WalkMe assist menus and have been capable of incorporate new questions that arrived by way of Slack, permitting customers to constantly entry the WalkMe assist database for his or her questions.

Subsequent Steps

Constructing on every thing they discovered of their customer-facing digital adoption initiative over the earlier two years, Mindbody has now partnered with WalkMe to implement a companywide system inside Salesforce that replaces the native Salesforce Assist menu with an in-house assist system.

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