£319m
MOCK-UP | Draft 1.0
HSBC | WalkMe | Deloitte
Working in partnership to drive £319m in incremental profit over 3 years through Digital Adoption
Based on a peer analysis of WalkMe customers, supported by Financial Services Industry benchmarks, WalkMe has identified an opportunity for HSBC to realise approx £319m over 3 years from a combination of expense savings and revenue growth with future annually recurring incremental profit of more than £120m. This opportunity stands to grow HSBC EBITDA margin to 40.4% (from 38.3%) as well as reduce account churn by £12m over the next three years.
Vivek Behl
Digital Transformation Officer – WalkMe
Vivek.Behl@WalkMe.com
07884 313847
Three Year Impact on Expense Savings and Revenue Growth
£117,810,000
Increased Application Usage and Efficiencies
£18,215,706
Increased Onboarding and Training Efficiencies
£11,773,674
Savings in IT Support and Helpdesk Tickets
£102,168,000
Savings from Software License Rationalisation
£18,215,706
Increased User Retention and Upsell
£18,215,706
Savings in Customer Support Calls
£18,215,706
Reduced Sales Cycle
Industry-benchmarked, analyst-validated ROI calculation
Why is Digital Adoption so challenging for Financial Services?
The Aftermath of Digital Transformation
HSBC is living in the aftermath of digital transformation. The landscape is littered by failing change initiatives and unfulfilled technology promises which have led to:
- Limited improvements to Revenue and Margins
- Limited gains in Customer and Employee Experience
- Minimal impact on Risk and Compliance
- Stilted innovation leading to lack of competitive advantage
Why is it such a pressing opportunity?
Expense Savings
Increased Application Usage and Efficiencies
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Increased Onboarding and Training Efficiencies
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Savings from IT Support HelpDesk Tickets
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Savings from Software License Rationalisation
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Savings from Reduced Customer Support Costs
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Revenue Benefits
Increased User Retention and Upsell
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Accelerated Sales Cycles
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Siloed Organisation
More than being ‘siloed’, banks, insurers
and financial services firms are carefully
compartmentalized for legal reasons. This creates a fractured technology ecosystem and confusion for your people. Internal technical
complexity is often experienced by customers as choppy, inconsistent service.
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different
elements of your technology stack becomes increasingly complicated.
Complex Regulations
Regulations add further layers of complexity to the technology environment. But implementing
them smoothly is business-critical.
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different elements of your technology stack becomes increasingly complicated.
The Digital Adoption Opportunity
Microsoft Dynamics spans a large scope of modules that help organisations leverage the single-view of customer data. These organisations must implement adoption strategies that match the depth of the platforms. And this is an opportunity to:
- Redefine CRM adoption across the enterprise
- Accelerate time to competency on the platform
- Improve data integrity for all client data users
- Leverage critical software-usage data
Why is Digital Adoption so challenging for HSBC?
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different elements of your technology stack becomes increasingly complicated.
The Digital Adoption Opportunity
Microsoft Dynamics spans a large scope of modules that help organisations leverage the single-view of customer data. These organisations must implement adoption strategies that match the depth of the platforms. And this is an opportunity to:
- Redefine CRM adoption across the enterprise
- Accelerate time to competency on the platform
- Improve data integrity for all client data users
- Leverage critical software-usage data
Why is Digital Adoption so challenging for HSBC?
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different
elements of your technology stack becomes increasingly complicated.
Complex Regulations
Regulations add further layers of complexity to the technology environment. But implementing
them smoothly is business-critical.
Siloed Organisations
More than being ‘siloed’, banks, insurers
and financial services firms are carefully
compartmentalized for legal reasons. This creates a fractured technology ecosystem and confusion for your people. Internal technical
complexity is often experienced by customers as choppy, inconsistent service.
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different elements of your technology stack becomes increasingly complicated.
The Digital Adoption Opportunity
Microsoft Dynamics spans a large scope of modules that help organisations leverage the single-view of customer data. These organisations must implement adoption strategies that match the depth of the platforms. And this is an opportunity to:
- Redefine CRM adoption across the enterprise
- Accelerate time to competency on the platform
- Improve data integrity for all client data users
- Leverage critical software-usage data
Why is Digital Adoption so challenging for HSBC?
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different elements of your technology stack becomes increasingly complicated.
The Digital Adoption Opportunity
Microsoft Dynamics spans a large scope of modules that help organisations leverage the single-view of customer data. These organisations must implement adoption strategies that match the depth of the platforms. And this is an opportunity to:
- Redefine CRM adoption across the enterprise
- Accelerate time to competency on the platform
- Improve data integrity for all client data users
- Leverage critical software-usage data
Vivek Behl
Digital Transformation Officer – WalkMe
Vivek.Behl@WalkMe.com
07884 313847
Why is Digital Adoption so challenging for HSBC?
Legacy Systems
BFSI businesses often have layers of legacy technology in place. As digitization gathers pace, new layers are added all the time. So linking up
– and operating between – the different elements of your technology stack becomes increasingly complicated.
The Digital Adoption Opportunity
Microsoft Dynamics spans a large scope of modules that help organisations leverage the single-view of customer data. These organisations must implement adoption strategies that match the depth of the platforms. And this is an opportunity to:
- Redefine CRM adoption across the enterprise
- Accelerate time to competency on the platform
- Improve data integrity for all client data users
- Leverage critical software-usage data
Redefine CRM adoption across the enterprise
Help your clients raise the value of their investment in Microsoft Dynamics by boosting employee expertise, providing effective onboarding, and simplifying the user experience.
Accelerate time to competency
Use WalkMe’s intelligent walk-throughsm guidance and automation to empower users and maximise the ROI from the platform
Improve data integrity
Improve governance around data input and management with guidance and insight that is just-in-time and appropriate for every usage scenario.
Leverage critical software-usage data
Maximize recovery from critical issues in no time by enabling your users to follow best practices and submit incidents properly.