Client Case Study
Global Leader in
Contact Lens & Eye Care
Contact Lens & Eye Care
Fortune 500 · Consumer Healthcare & MedTech · Multi-Year Engagement
Client name withheld per confidentiality agreement
book&brayer
Enterprise Digital Adoption Platform Implementation & Program Management
End-to-end WalkMe strategy, content build, and global optimization across 38 international markets — driving commercial growth, operational efficiency, and user retention.
As customer interactions scaled across the client's professional digital platforms, development and communication demands grew proportionally. WalkMe was selected to drive user adoption and automation across their customer-facing ecosystem — eliminating the need for heavy development investment or sales team lift. book&brayer led the end-to-end implementation strategy, content build, global rollout, and ongoing program optimization.
Platform Footprint
B2B/B2B2C Order Center
Global ordering platform deployed across NA, EMEA, APAC & LATAM — 100% market penetration in 3 of 4 regions
Professional Education Portal
B2B learning & engagement platform for eye care professionals across NA & EMEA markets
In-Office Patient Commerce
Checkout & patient ordering platform — enabling frictionless in-practice purchasing for ECPs
Measurable Outcomes — Q2 & Q3 2025
Open order verification & confirmation
Commercial Growth
1,067 orders
Successfully verified and confirmed after WalkMe alerts prompted 739 ECPs a total of 2,268 times at checkout.
Challenge: Orders were being canceled due to ECP inaction — negatively impacting brand, partners, and end customers.
Free shipping promotion uplift — Spain
Commercial Growth
+45%
Rise in qualifying MultiPack orders Jan–Jun. 2,320 ECPs saw the contextual checkout message 41,013 times.
Challenge: ECPs ordered below the 6-unit threshold for free shipping, missing a key promotional and margin-driving benefit.
Digital ordering account conversion
Commercial Growth
+15%
Increase in linked digital ordering accounts. 570 ECPs guided to connect via persistent, personalized WalkMe pop-up.
Challenge: 75% of new sign-ups remained on paper applications, creating onboarding delays and excess operational burden.
Product launch webinar registration — Italy
Commercial Growth
429 ECPs
Registered for the MAX product launch webinar — 18% of total attendees — driven entirely by WalkMe promotional content.
Challenge: New product launches required rapid, scalable awareness campaigns across professional audiences in multiple markets.
Credit card compliance — business continuity
Operational Efficiency
82% completion
4,003 of 5,469 ECPs completed mandatory zip code updates with WalkMe guidance — preventing mass ordering disruptions.
Challenge: A new platform requirement mandated account-wide updates; inaction would halt ordering capabilities at scale.
Service process experience improvement
Retention & Loyalty
6.3 → 6.6 CES
Customer Effort Score improvement on a 7-point scale, following WalkMe-enhanced service failure guidance and in-app prompts.
Challenge: ECPs needed real-time contextual guidance on evolving return & service procedures to reduce friction at critical moments.
Program Impact Summary
Value Drivers Addressed
Commercial growth, user acquisition, operational efficiency, and customer loyalty & retention — across a single integrated DAP program
Delivery Approach
Multi-platform, multi-market rollout with contextual content, user segmentation, VOC surveys, and continuous optimization
Strategic Outcome
WalkMe became the client's principal technology for communications, marketing, product promotion, and global self-service support