LION ACCELERATES SAP C4C ADOPTION WITH WALKME

IMPROVING PRODUCTIVITY, COMPLIANCE AND USER ADOPTION

PROJECT SUMMARY

Lion partnered with FAIR to support the transition from SAP CRM to SAP C4C by implementing WalkMe as part of a broader digital adoption and change management strategy. FAIR delivered guided workflows, real-time validation, role-based support and contextual in-app guidance to help users navigate new processes, reduce complexity and improve adoption across the organisation.

This digital adoption framework enabled Lion to improve user confidence, reduce process errors and accelerate productivity following go-live. With automated guidance, validation controls and targeted user support in place, Lion achieved stronger adoption outcomes, improved operational consistency and reduced financial risk across key business processes.

BUSINESS BENEFITS DELIVERED WITH WALKME

Powered by WalkMe, SAP C4C and SAP Customer Experience Solutions
WalkMe guided workflows reducing user errors and improving process accuracy across SAP C4C

Reduced Errors

Guided workflows and automated validation reduced user errors while improving process efficiency across key transactions.

WalkMe digital adoption solution improving user confidence, onboarding and operational continuity

User Adoption

In-app guidance improved user adoption, reduced training effort and strengthened operational consistency.

WalkMe analytics providing visibility into user behaviour, adoption trends and process engagement

User Insights

Adoption insights and usage analytics provided greater visibility into user engagement and process performance.

WalkMe validation controls reducing financial risk and preventing incorrect credit request submissions

Reduced Financial Risk

Automated validation controls helped prevent incorrect credit requests and reduced financial risk across business processes.

Why LION Trusted FAIR

BUILDING A DIGITAL ADOPTION FRAMEWORK TO ACCELERATE SAP C4C SUCCESS

Lion's transition from SAP CRM to SAP C4C introduced significant changes to user workflows, interfaces and business processes. While the new platform delivered greater capability, it also created adoption challenges, increased training requirements and a higher risk of user errors in critical processes such as complaints management, credit requests and sales order activities. Without structured support, these challenges could have impacted productivity, operational consistency and business outcomes.

FAIR implemented a comprehensive WalkMe digital adoption solution to provide users with real-time guidance, contextual support and automated validation directly within SAP C4C. Guided walkthroughs, SmartTips and decision-support workflows helped users navigate new processes confidently, while role-based guidance and Azure IDP integration delivered tailored experiences based on user responsibilities and locations. Additional automation and defect-mitigation workflows further streamlined operations and reduced manual intervention.

The result was a highly successful adoption programme that improved user confidence, accelerated productivity and reduced operational risk from day one. WalkMe-enabled validation controls helped prevent costly process errors, while adoption analytics provided valuable insights into user behaviour and engagement. With a scalable digital adoption framework in place, Lion is better positioned to support future SAP initiatives, drive process consistency and maximise user success across the organisation.
Using a combination of intelligent tools, WalkMe validates inputs and prompts users to complete missing fields, ensuring credits are applied accurately.
lion walkme digital adoption sap c4c mockup

Fill in the form to download the full customer story

FREQUENTLY ASKED QUESTIONS ABOUT WALKME & DIGITAL ADOPTION

Find answers to common questions about digital adoption, user productivity and maximising SAP transformation outcomes.
Why do SAP transformation projects struggle with user adoption?

Many SAP projects focus on technology implementation but underestimate the people and process changes required. Users often face new workflows, unfamiliar interfaces and limited support after go-live, which can slow adoption and reduce business value.

How does WalkMe improve SAP user adoption?

WalkMe provides in-application guidance, walkthroughs and contextual support directly within SAP applications. This helps users complete tasks correctly, reduces reliance on training and accelerates adoption across the organisation.

Can WalkMe reduce training costs and support effort?

Yes. WalkMe enables users to learn while working by providing real-time guidance and self-service assistance. This can reduce classroom training requirements, lower support desk demand and improve user confidence.

How does WalkMe help reduce user errors in business processes?

WalkMe can validate inputs, guide users through complex workflows and provide proactive prompts before mistakes occur. This helps improve process compliance, data quality and operational consistency.

How can organisations measure SAP adoption and user engagement?

WalkMe provides analytics and user behaviour insights that help organisations understand adoption trends, identify process bottlenecks and measure the effectiveness of change management initiatives.

When should organisations implement WalkMe during an SAP transformation?

WalkMe delivers the greatest value when implemented alongside SAP transformation programmes, upgrades or migrations. Introducing digital adoption capabilities during change initiatives helps accelerate user readiness, improve adoption outcomes and maximise return on investment.

Explore More Customer Success Stories
VIEW ALL ENGAGEMENTS