TUI – SAP Innovation Awards 2026
TUI transformed employee experience by integrating WalkMe’s Digital Adoption Platform with SAP SuccessFactors. This innovation provided real-time, personalized guidance, reducing training time by 70%, boosting employee self-sufficiency by 80%, and cutting support tickets by 50%. The result was enhanced productivity, compliance, and customer satisfaction - Entry 26015 Download the Document
TUI transformed employee experience by integrating WalkMe’s Digital Adoption Platform with SAP SuccessFactors. This innovation provided real-time, personalized guidance, reducing training time by 70%, boosting employee self-sufficiency by 80%, and cutting support tickets by 50%. The result was enhanced productivity, compliance, and customer satisfaction - Entry 26015 Innovation Story
PUBLIC
Revolutionising employee
experience through WalkMe and
SAP SuccessFactors
TUI
Travel and Transportation
Services Superstar
PUBLIC
Revolutionising employee
experience through WalkMe and
SAP SuccessFactors
TUI
Travel and Transportation
Services Superstar
Revolutionising employee experience
through WalkMe and SAP SuccessFactors
Five years ago, TUI faced a daunting challenge: 41,000 employees were struggling to adopt SAP
SuccessFactors while juggling fast-paced roles across the globe. Pilots, cabin crew, and childcare
providers had no time for lengthy training or paper manuals. Every missed process meant delays,
compliance risks, and frustrated teams. We knew if we didn’t act, costs would soar, adoption would stall,
and employee experience would suffer—impacting the very customers we strive to delight. The bold move?
Introducing WalkMe’s Digital Adoption Platform as a 24/7 guide embedded in our systems. No more static
training—just real-time, personalised support in multiple languages, accessible anywhere, even on an iPad
at 30,000 feet. The result? Employees now complete tasks faster, with confidence and zero guesswork.
Support tickets dropped by 50%, and process completion rates soared. This wasn’t just a tech upgrade—it
was a reinvention of how we empower people.
2© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
through WalkMe and SAP SuccessFactors
Five years ago, TUI faced a daunting challenge: 41,000 employees were struggling to adopt SAP
SuccessFactors while juggling fast-paced roles across the globe. Pilots, cabin crew, and childcare
providers had no time for lengthy training or paper manuals. Every missed process meant delays,
compliance risks, and frustrated teams. We knew if we didn’t act, costs would soar, adoption would stall,
and employee experience would suffer—impacting the very customers we strive to delight. The bold move?
Introducing WalkMe’s Digital Adoption Platform as a 24/7 guide embedded in our systems. No more static
training—just real-time, personalised support in multiple languages, accessible anywhere, even on an iPad
at 30,000 feet. The result? Employees now complete tasks faster, with confidence and zero guesswork.
Support tickets dropped by 50%, and process completion rates soared. This wasn’t just a tech upgrade—it
was a reinvention of how we empower people.
2© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
EXECUTIVE SUMMARY
CHALLENGE SOLUTION OUTCOME
Revolutionising employee experience through WalkMe and SAP
SuccessFactors
Before our innovation, TUI faced a critical roadblock: 41,000
employees were navigating a new SAP SuccessFactors system
with outdated training methods. Paper manuals couldn’t keep
pace with rapid updates, and in-person sessions were costly
and ineffective for a global workforce. Pilots, cabin crew, and
childcare providers—rarely at desks—struggled to complete
essential HR tasks, risking compliance failures and operational
delays. Support queries surged, productivity dipped, and
employee frustration grew. Without change, adoption would
stall, costs would escalate, and customer experience would
suffer. We needed a solution that delivered instant, personalized
guidance—anytime, anywhere—to transform complexity into
clarity.
To overcome adoption challenges, TUI implemented SAP
SuccessFactors supported by WalkMe’s Digital Adoption
Platform. This innovative approach replaced outdated, paper-
based training with real-time, in-app guidance available 24/7
across devices, including iPads for non-desk employees like
pilots and cabin crew. Using segmentation and personalization,
WalkMe delivered role-specific support in multiple languages,
ensuring relevance for a global workforce. Advanced features
such as automation, tooltips, and error alerts streamlined
processes, reduced friction, and improved accuracy. This
solution transformed onboarding and compliance, cutting
support tickets by 50%, boosting task completion rates by 40%,
and saving hundreds of hours—redefining employee experience
at scale.
The solution worked—and the results speak for themselves.
Since implementing SAP SuccessFactors with WalkMe’s Digital
Adoption Platform, TUI has seen a 58% increase in application
adoption, a 40% boost in on-time process completion, and a
50% reduction in support tickets. HR teams saved over 500
hours chasing compliance tasks, while employees gained
confidence and autonomy with 24/7, in-app guidance. This
transformation freed colleagues to focus on delivering
exceptional customer experiences rather than navigating
complex systems. Looking ahead, TUI plans to expand WalkMe
across all internal and external applications, embedding AI-
driven capabilities to further personalize and automate
processes.
70% Reduction in
Training Time
Cutting training time, resources, and costs
by 70% boosting productivity.
Reduce training time, resources, and costs by
70% while maintaining compliance and improving
employee productivity.
80% Increase in
Employee Self
Sufficiency
In-app 24/7 guidance meeting employees
where they work when they need support.
Employees now complete HR processes
independently and accurately, freeing HR teams
to focus on strategic work.
50% Decrease in support
calls and tickets
Contextual tips, automation, and error alerts
tailored to role and language, enabling employees
to complete processes independently.
Instead of waiting for help, employees now
resolve issues instantly with in-app guidance,
automation, and error alerts.
© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
3
CHALLENGE SOLUTION OUTCOME
Revolutionising employee experience through WalkMe and SAP
SuccessFactors
Before our innovation, TUI faced a critical roadblock: 41,000
employees were navigating a new SAP SuccessFactors system
with outdated training methods. Paper manuals couldn’t keep
pace with rapid updates, and in-person sessions were costly
and ineffective for a global workforce. Pilots, cabin crew, and
childcare providers—rarely at desks—struggled to complete
essential HR tasks, risking compliance failures and operational
delays. Support queries surged, productivity dipped, and
employee frustration grew. Without change, adoption would
stall, costs would escalate, and customer experience would
suffer. We needed a solution that delivered instant, personalized
guidance—anytime, anywhere—to transform complexity into
clarity.
To overcome adoption challenges, TUI implemented SAP
SuccessFactors supported by WalkMe’s Digital Adoption
Platform. This innovative approach replaced outdated, paper-
based training with real-time, in-app guidance available 24/7
across devices, including iPads for non-desk employees like
pilots and cabin crew. Using segmentation and personalization,
WalkMe delivered role-specific support in multiple languages,
ensuring relevance for a global workforce. Advanced features
such as automation, tooltips, and error alerts streamlined
processes, reduced friction, and improved accuracy. This
solution transformed onboarding and compliance, cutting
support tickets by 50%, boosting task completion rates by 40%,
and saving hundreds of hours—redefining employee experience
at scale.
The solution worked—and the results speak for themselves.
Since implementing SAP SuccessFactors with WalkMe’s Digital
Adoption Platform, TUI has seen a 58% increase in application
adoption, a 40% boost in on-time process completion, and a
50% reduction in support tickets. HR teams saved over 500
hours chasing compliance tasks, while employees gained
confidence and autonomy with 24/7, in-app guidance. This
transformation freed colleagues to focus on delivering
exceptional customer experiences rather than navigating
complex systems. Looking ahead, TUI plans to expand WalkMe
across all internal and external applications, embedding AI-
driven capabilities to further personalize and automate
processes.
70% Reduction in
Training Time
Cutting training time, resources, and costs
by 70% boosting productivity.
Reduce training time, resources, and costs by
70% while maintaining compliance and improving
employee productivity.
80% Increase in
Employee Self
Sufficiency
In-app 24/7 guidance meeting employees
where they work when they need support.
Employees now complete HR processes
independently and accurately, freeing HR teams
to focus on strategic work.
50% Decrease in support
calls and tickets
Contextual tips, automation, and error alerts
tailored to role and language, enabling employees
to complete processes independently.
Instead of waiting for help, employees now
resolve issues instantly with in-app guidance,
automation, and error alerts.
© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
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