Why enterprises miss ROI on tech
UK enterprises continue to invest heavily in digital applications — from case management systems and claims platforms to CRMs and loan origination tools. These investments promise better compliance, sharper customer insight, and improved efficiency.
Yet many firms don’t see the return. Projects stall, workarounds creep in, and adoption falls short of expectations.
The root cause is simple: staff and customers struggle to use technology as intended. Training manuals are ignored, one-off workshops don’t stick, and expert “super users” can’t support everyone. The result? Processes slow down, errors creep in, and compliance risk grows.
Digital adoption is the missing link
The Financial Conduct Authority (FCA) is demanding better outcomes through Consumer Duty. Insurers are under pressure to reduce claims leakage. Legal firms face scrutiny from the Solicitors Regulation Authority (SRA) to modernise their systems.
Technology has a central role to play. But without adoption, there is no ROI. That is why many organisations are now turning to digital adoption platforms (DAPs) to close the gap.
What WalkMe does differently
WalkMe is the market-leading digital adoption platform. It sits on top of existing applications — whether that’s a CRM, a claims portal, or a loan origination tool — and guides users in real time.
Instead of guessing how to complete a task, users see contextual prompts, nudges, and step-by-step walkthroughs embedded directly into the workflow. Errors are prevented before they happen, new processes are rolled out without retraining, and adoption accelerates.
For customer-facing journeys, WalkMe keeps applicants moving by steering them through complex forms, validating data instantly, and reducing drop-offs.
A figurative case: new CRM, new starter
Picture a large organisation implementing a new CRM system. On paper, it promises improved case handling, more accurate data, and streamlined compliance reporting.
But adoption falters:
- Experienced staff cling to spreadsheets.
- New starters waste time clicking through menus without knowing what matters.
- Data is patchy, making reports unreliable.
The technology isn’t broken. Adoption is.
Now picture the same rollout with WalkMe. A new employee logging in for the first time is guided through the exact fields to complete, the correct order of steps, and the compliance checkpoints that can’t be skipped. If regulations change, the guidance is updated overnight.
Suddenly, staff adopt the CRM quickly, data quality improves, and management finally trusts the reports. The investment delivers.
This is the adoption gap WalkMe closes.
Insights: mapping and fixing friction with data
Traditional change programmes rely on guesswork to find friction points. Surveys, workshops, and anecdotal feedback all help, but they rarely reveal the full picture.
WalkMe Insights changes that. It provides hard data on how users actually behave inside your applications. For example:
- Flow analytics reveal where users drop out of a process.
- Form analytics highlight validation errors, empty fields, and bottlenecks.
- Session replays show the real clicks, hesitations, and missteps taken.
- Usage dashboards identify under-utilised features or licences.
This means organisations don’t just suspect where friction lies — they can see it, quantify it, and prioritise fixes. Even better, those insights flow directly into the in-app guidance you build. If a form field is repeatedly misused, WalkMe SmartTips can correct it in real time. If users abandon a process halfway, Walk-Thrus can nudge them forward.
It’s a continuous improvement loop: discover friction → deploy guidance → measure → adjust.
Benefits that matter in finance, insurance, and legal
For regulated and customer-facing industries, the benefits are immediate:
- Faster compliance – staff follow the right process first time, reducing the risk of FCA or SRA breaches.
- Lower support costs – fewer helpdesk calls and less need for retraining sessions.
- Quicker ROI – existing platforms deliver measurable value within weeks, not years.
- Better customer outcomes – journeys are smoother, aligned to Consumer Duty, and less prone to error.
Three steps to improve enterprise tech ROI with WalkMe
- Use Insights to find friction – pinpoint where staff and customers struggle most, based on real usage data.
- Overlay in-app guidance – build contextual nudges, prompts, and walkthroughs to remove that friction instantly.
- Monitor and refine – track adoption, optimise workflows, and keep processes aligned with compliance as rules evolve.
This approach turns under-used technology into business value.
Closing the gap quickly
Digital adoption isn’t another system to learn. It’s the missing layer that makes your existing systems work harder.
WalkMe helps UK enterprises:
- Unlock ROI from the platforms they already own.
- Equip staff and customers to succeed without extra training.
- Scale compliance without scaling headcount.
Key Takeaways
- Most UK enterprises fail to get full ROI from tech investments.
- Digital adoption is the missing link.
- WalkMe closes the gap quickly with in-app guidance and data-driven insights.
What’s the most expensive system in your organisation today — the one you bought, but no one really uses as intended?
Please also feel free to visit our dedicated WalkMe page for more insights
