Winner: Bunnings - Best Tech Awards 2025 Business Transformation
Bunnings transforms team training and CRM performance with SAP WalkMe Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Retail https://www.bunnings.com.au/Home Improvement and
Lifestyle Products
WalkMe, an SAP Company
Bunnings Group Limited, part of the Wesfarmers Group, is the leading retailer of home and lifestyle products for consumers and commercial customers across Australia and
New Zealand. A cornerstone of the home improvement and hardware sector, Bunnings is also a major supplier to project builders, commercial tradespeople and the housing
industry.
Its expansive footprint includes 286 large-format warehouse stores, 65 smaller format sites, and 37 dedicated trade centres. Strategic acquisitions in recent years, such as
Adelaide Tools (now Tool Kit Depot) and Beaumont Tiles, have added more than 100 locations to its growing network.
In the 2024 financial year, Bunnings generated nearly $19 billion in revenue and expanded its workforce to over 55,000 team members. The business is built on three core
pillars: lowest prices, widest range, and best customer experience.
This commitment to delivering exceptional service and operational excellence is what underpinned Bunnings’ digital transformation journey, and its adoption of SAP WalkMe,
to enhance system training, drive smarter processes and elevate team capability across stores.
Bunnings transforms team training and
CRM performance with SAP WalkMe
Business Transformation
Industry WebsiteProduct and Services Featured SAP Solutions
Retail https://www.bunnings.com.au/Home Improvement and
Lifestyle Products
WalkMe, an SAP Company
Bunnings Group Limited, part of the Wesfarmers Group, is the leading retailer of home and lifestyle products for consumers and commercial customers across Australia and
New Zealand. A cornerstone of the home improvement and hardware sector, Bunnings is also a major supplier to project builders, commercial tradespeople and the housing
industry.
Its expansive footprint includes 286 large-format warehouse stores, 65 smaller format sites, and 37 dedicated trade centres. Strategic acquisitions in recent years, such as
Adelaide Tools (now Tool Kit Depot) and Beaumont Tiles, have added more than 100 locations to its growing network.
In the 2024 financial year, Bunnings generated nearly $19 billion in revenue and expanded its workforce to over 55,000 team members. The business is built on three core
pillars: lowest prices, widest range, and best customer experience.
This commitment to delivering exceptional service and operational excellence is what underpinned Bunnings’ digital transformation journey, and its adoption of SAP WalkMe,
to enhance system training, drive smarter processes and elevate team capability across stores.
Bunnings transforms team training and
CRM performance with SAP WalkMe
Business Transformation
Challenges
Bunnings needed to rethink how it trained and supported team members as it moved away from in-store,
classroom-based onboarding and adopted a more digital, self-directed model. The shift was prompted by the
need for scalable, flexible onboarding and ongoing system support, especially as teams began working more
extensively within Salesforce and other enterprise platforms.
Bunnings also needed to:
• Drive consistent uptake of new tools and workflows.
• Support users transitioning from legacy systems.
• Reinforce behavioural change across a large, distributed team.
• Communicate system updates and mitigate change-related confusion.
• Improve data accuracy and CRM return on investment.
With a preference for face-to-face training among many learners, the challenge was to strike the right balance
between traditional methods and digital support, while reducing dependency on manual guidance and reactive
support.
Bunnings needed to rethink how it trained and supported team members as it moved away from in-store,
classroom-based onboarding and adopted a more digital, self-directed model. The shift was prompted by the
need for scalable, flexible onboarding and ongoing system support, especially as teams began working more
extensively within Salesforce and other enterprise platforms.
Bunnings also needed to:
• Drive consistent uptake of new tools and workflows.
• Support users transitioning from legacy systems.
• Reinforce behavioural change across a large, distributed team.
• Communicate system updates and mitigate change-related confusion.
• Improve data accuracy and CRM return on investment.
With a preference for face-to-face training among many learners, the challenge was to strike the right balance
between traditional methods and digital support, while reducing dependency on manual guidance and reactive
support.
Solution
Bunnings adopted WalkMe as a digital adoption layer to enhance onboarding and scale support across critical
systems like Salesforce. Initially introduced to replace classroom-only training, WalkMe now plays a key role in a
blended learning model that combines gamification, in-system prompts, and easy access to reference materials.
It guides users from first log-in through to process mastery without overwhelming them.
Key elements of the solution include:
• Smart Walk-Thrus to automate complex tasks and walk users through key workflows step-by-step.
• ShoutOuts to communicate system updates, share known issues, and reduce unnecessary support tickets.
• SmartTips and validation checks to steer users in real-time, prevent errors, and ensure data quality.
• WalkMe Insights and UI Intelligence to identify underutilised features and introduce guardrails that improve
compliance and process consistency.
Over time, Bunnings has extended the role of WalkMe from onboarding to a platform for ongoing enablement. By
partnering L&D with product and operations teams, they began to use WalkMe to support experienced users
and implement change management strategies that would otherwise have required high-touch support.
Bunnings adopted WalkMe as a digital adoption layer to enhance onboarding and scale support across critical
systems like Salesforce. Initially introduced to replace classroom-only training, WalkMe now plays a key role in a
blended learning model that combines gamification, in-system prompts, and easy access to reference materials.
It guides users from first log-in through to process mastery without overwhelming them.
Key elements of the solution include:
• Smart Walk-Thrus to automate complex tasks and walk users through key workflows step-by-step.
• ShoutOuts to communicate system updates, share known issues, and reduce unnecessary support tickets.
• SmartTips and validation checks to steer users in real-time, prevent errors, and ensure data quality.
• WalkMe Insights and UI Intelligence to identify underutilised features and introduce guardrails that improve
compliance and process consistency.
Over time, Bunnings has extended the role of WalkMe from onboarding to a platform for ongoing enablement. By
partnering L&D with product and operations teams, they began to use WalkMe to support experienced users
and implement change management strategies that would otherwise have required high-touch support.
Impact
40,750 validation checks triggered. 92,532 smart tip views.191,582 smart walkthroughs completed.
Bunnings’ digital adoption strategy has delivered measurable improvements across multiple fronts, including training, user experience,
data integrity and system ROI. These include:
Automation and time savings
191,582 Smart Walk-Thrus were completed this year, with 90% of those completed fully automated, drastically reducing time spent on
manual processes. 20,000 walkthroughs being conscious selections were also completed across 1,959 unique users
46,750 validation checks prompted real-time corrections. These were used to ensure forms were completed with key info before
progressing, max character length was fixed before causing reporting errors, and better comments field entries.
2,125 Resource Views – QRGs and Videos that have delivered clear expectations of new role KPIs and processes to deliver on them.
Increased adoption and reduced friction
92,532 SmartTip views and 61,462 ShoutOuts helped users navigate change and stay informed.
600 instances of call scripts accessed through WalkMe to guide consistent customer engagement
1,858 instances of teams completed customer contact details that were missing from accounts using launchers that appear only if the
information is missing on screen.
Strategic uplift in learning and operations
The payroll and HR teams shifted from admin-heavy tasks to strategic, compliance-driven work.
Insights from WalkMe are being used to drive better decision-making and support future process improvements.
Onboarding Tasks now incorporate Walkthroughs, QRGS and Video across multiple days - demonstrates the long-term value of WalkMe
as a change management and business transformation tool.
40,750 validation checks triggered. 92,532 smart tip views.191,582 smart walkthroughs completed.
Bunnings’ digital adoption strategy has delivered measurable improvements across multiple fronts, including training, user experience,
data integrity and system ROI. These include:
Automation and time savings
191,582 Smart Walk-Thrus were completed this year, with 90% of those completed fully automated, drastically reducing time spent on
manual processes. 20,000 walkthroughs being conscious selections were also completed across 1,959 unique users
46,750 validation checks prompted real-time corrections. These were used to ensure forms were completed with key info before
progressing, max character length was fixed before causing reporting errors, and better comments field entries.
2,125 Resource Views – QRGs and Videos that have delivered clear expectations of new role KPIs and processes to deliver on them.
Increased adoption and reduced friction
92,532 SmartTip views and 61,462 ShoutOuts helped users navigate change and stay informed.
600 instances of call scripts accessed through WalkMe to guide consistent customer engagement
1,858 instances of teams completed customer contact details that were missing from accounts using launchers that appear only if the
information is missing on screen.
Strategic uplift in learning and operations
The payroll and HR teams shifted from admin-heavy tasks to strategic, compliance-driven work.
Insights from WalkMe are being used to drive better decision-making and support future process improvements.
Onboarding Tasks now incorporate Walkthroughs, QRGS and Video across multiple days - demonstrates the long-term value of WalkMe
as a change management and business transformation tool.