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 Завантажити документInnovation 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
3
Project details
PROJECT OBJECTIVES USE CASE
DEPLOYMENT COUNTRY DEPLOYMENT DATE NUMBER OF END USERS
• Streamline onboarding and HR process adoption for 35,000+ employees
globally using SAP SuccessFactors.
• Reduce training time, resources, and costs by 70% by replacing paper
manuals and classroom sessions with scalable digital solutions.
• Increase employee self-sufficiency by 80% to minimise dependency on HR
support and empower employees to complete tasks independently.
• Cut support tickets by 50% to free HR teams for strategic work and reduce
operational costs.
• Deliver a consistent, personalised experience across roles, languages, and
devices—including mobile for non-desk employees.
• Ensure compliance and data security while adhering to German Works
Council standards.
To bring this project to life, TUI embedded WalkMe’s Digital Adoption Platform
into SAP SuccessFactors, transforming traditional training into real-time, in-
app guidance. Employees now receive contextual tips, automation, and error
alerts tailored to their role and language, ensuring they can complete
processes independently without raising support tickets. Mobile accessibility
allows non-desk employees—such as pilots and cabin crew—to access
guidance on iPads, while analytics tools like WalkMe Insights and UI
Intelligence identify friction points and enable proactive improvements. This
approach replaced resource-heavy classroom training with scalable,
personalized support, driving adoption, reducing costs, and creating a
seamless employee experience across a global workforce.
Global Launch 17 th August 2020 41,000
4© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
PROJECT OBJECTIVES USE CASE
DEPLOYMENT COUNTRY DEPLOYMENT DATE NUMBER OF END USERS
• Streamline onboarding and HR process adoption for 35,000+ employees
globally using SAP SuccessFactors.
• Reduce training time, resources, and costs by 70% by replacing paper
manuals and classroom sessions with scalable digital solutions.
• Increase employee self-sufficiency by 80% to minimise dependency on HR
support and empower employees to complete tasks independently.
• Cut support tickets by 50% to free HR teams for strategic work and reduce
operational costs.
• Deliver a consistent, personalised experience across roles, languages, and
devices—including mobile for non-desk employees.
• Ensure compliance and data security while adhering to German Works
Council standards.
To bring this project to life, TUI embedded WalkMe’s Digital Adoption Platform
into SAP SuccessFactors, transforming traditional training into real-time, in-
app guidance. Employees now receive contextual tips, automation, and error
alerts tailored to their role and language, ensuring they can complete
processes independently without raising support tickets. Mobile accessibility
allows non-desk employees—such as pilots and cabin crew—to access
guidance on iPads, while analytics tools like WalkMe Insights and UI
Intelligence identify friction points and enable proactive improvements. This
approach replaced resource-heavy classroom training with scalable,
personalized support, driving adoption, reducing costs, and creating a
seamless employee experience across a global workforce.
Global Launch 17 th August 2020 41,000
4© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
Innovations
INNOVATIVE USE OF SAP TECHNOLOGY
WHY SAP
Our project went beyond implementing SAP SuccessFactors—it introduced a
type of technology never before used at TUI, setting the foundation for a more
digital, self-service future. By embedding WalkMe’s Digital Adoption Platform
directly into SAP, we transformed static training into dynamic, real-time
enablement. Employees receive contextual guidance, automation, and error
alerts within the SAP interface, personalised by role, language, and device.
Mobile-first access empowers non-desk employees, such as pilots and cabin
crew, to complete processes on iPads. Advanced analytics through WalkMe
Insights and UI Intelligence allow us to identify friction points and optimise
workflows proactively—something impossible with traditional methods and
within SuccessFactors. WalkMe acts as an embedded change manager,
enabling rapid adoption of SAP updates without retraining. This innovative
approach amplified SAP’s value, driving 80% employee self-sufficiency,
reducing support tickets by 50%, and cutting training costs by 70%, while
paving the way for TUI’s digital future.
TUI selected SAP SuccessFactors for its ability to manage complex HR
processes across a global workforce, ensuring compliance and scalability.
SAP’s robust platform offered secure, integrated solutions aligned with TUI’s
digital transformation goals. We’ve been an SAP customer since 2017,
leveraging SuccessFactors to modernise HR. The recent acquisition of
WalkMe by SAP reinforced our decision to continue with the product, adding
even greater value through embedded digital adoption capabilities that future-
proof our employee experience.
“The use of WalkMe at TUI has accelerated our user adoption across our
global HR platform; it has drastically reduced our time to market for
updates and enhancements and broadened our reach from a
communication perspective.
We can target, tailor and push focused updates, guidance and support
when and where it is needed reducing cost, time and our carbon foot-
print."
Matthew Buckland, Head of Global HR Systems, TUI
“WalkMe has become an indispensable partner in my ever-evolving role.
Available 24/7, it’s my go-to resource that always has the answers I
need. With its constant growth, new features, and enhancements,
WalkMe isn’t just a tool—it’s a dynamic, invaluable asset that empowers
me to succeed every day.”
Learning and Development Specialist (LX), TUI
5© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
INNOVATIVE USE OF SAP TECHNOLOGY
WHY SAP
Our project went beyond implementing SAP SuccessFactors—it introduced a
type of technology never before used at TUI, setting the foundation for a more
digital, self-service future. By embedding WalkMe’s Digital Adoption Platform
directly into SAP, we transformed static training into dynamic, real-time
enablement. Employees receive contextual guidance, automation, and error
alerts within the SAP interface, personalised by role, language, and device.
Mobile-first access empowers non-desk employees, such as pilots and cabin
crew, to complete processes on iPads. Advanced analytics through WalkMe
Insights and UI Intelligence allow us to identify friction points and optimise
workflows proactively—something impossible with traditional methods and
within SuccessFactors. WalkMe acts as an embedded change manager,
enabling rapid adoption of SAP updates without retraining. This innovative
approach amplified SAP’s value, driving 80% employee self-sufficiency,
reducing support tickets by 50%, and cutting training costs by 70%, while
paving the way for TUI’s digital future.
TUI selected SAP SuccessFactors for its ability to manage complex HR
processes across a global workforce, ensuring compliance and scalability.
SAP’s robust platform offered secure, integrated solutions aligned with TUI’s
digital transformation goals. We’ve been an SAP customer since 2017,
leveraging SuccessFactors to modernise HR. The recent acquisition of
WalkMe by SAP reinforced our decision to continue with the product, adding
even greater value through embedded digital adoption capabilities that future-
proof our employee experience.
“The use of WalkMe at TUI has accelerated our user adoption across our
global HR platform; it has drastically reduced our time to market for
updates and enhancements and broadened our reach from a
communication perspective.
We can target, tailor and push focused updates, guidance and support
when and where it is needed reducing cost, time and our carbon foot-
print."
Matthew Buckland, Head of Global HR Systems, TUI
“WalkMe has become an indispensable partner in my ever-evolving role.
Available 24/7, it’s my go-to resource that always has the answers I
need. With its constant growth, new features, and enhancements,
WalkMe isn’t just a tool—it’s a dynamic, invaluable asset that empowers
me to succeed every day.”
Learning and Development Specialist (LX), TUI
5© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
Benefits and outcomes
BUSINESS AND/OR SOCIETY IT
• 70% reduction in training time and costs → Enables leaner
operations and frees resources for strategic priorities.
• 80% increase in employee self-sufficiency → 24/7 in-app
guidance empowers a globally dispersed workforce, including
non-desk roles like pilots and cabin crew.
• 50% fewer support tickets + 500+ hours saved for HR teams →
Allows focus on customer-facing activities and compliance
excellence.
• 40% increase in on-time process completion → Drives
operational reliability and builds trust across the organization.
• Future-ready digital adoption strategy → Embeds WalkMe into
TUI’s culture, enabling data-driven decisions and paving the way
for AI innovation
• First-ever Digital Adoption Platform (DAP) at TUI → A bold leap of
faith with SAP and WalkMe, setting a new standard for global
enablement and digital transformation.
• Advanced analytics and UI Intelligence (UII) → Provides
unprecedented visibility into employee behaviour and process
friction—insights no other tool can deliver—enabling data-driven
decisions and continuous improvement.
• Real-time monitoring and WalkMe Insights → Accelerates cycle times
for process optimisation, prevents errors before they occur, and
ensures compliance without compromising security.
• 50% reduction in support tickets and 70% less training overhead →
Frees IT and HR teams from repetitive troubleshooting and
documentation, allowing focus on strategic innovation.
• Scalable, secure global deployment → Multi-language support
without additional hardware or infrastructure, ensuring resilience and
efficiency across 41,000 employees worldwide.
6© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
BUSINESS AND/OR SOCIETY IT
• 70% reduction in training time and costs → Enables leaner
operations and frees resources for strategic priorities.
• 80% increase in employee self-sufficiency → 24/7 in-app
guidance empowers a globally dispersed workforce, including
non-desk roles like pilots and cabin crew.
• 50% fewer support tickets + 500+ hours saved for HR teams →
Allows focus on customer-facing activities and compliance
excellence.
• 40% increase in on-time process completion → Drives
operational reliability and builds trust across the organization.
• Future-ready digital adoption strategy → Embeds WalkMe into
TUI’s culture, enabling data-driven decisions and paving the way
for AI innovation
• First-ever Digital Adoption Platform (DAP) at TUI → A bold leap of
faith with SAP and WalkMe, setting a new standard for global
enablement and digital transformation.
• Advanced analytics and UI Intelligence (UII) → Provides
unprecedented visibility into employee behaviour and process
friction—insights no other tool can deliver—enabling data-driven
decisions and continuous improvement.
• Real-time monitoring and WalkMe Insights → Accelerates cycle times
for process optimisation, prevents errors before they occur, and
ensures compliance without compromising security.
• 50% reduction in support tickets and 70% less training overhead →
Frees IT and HR teams from repetitive troubleshooting and
documentation, allowing focus on strategic innovation.
• Scalable, secure global deployment → Multi-language support
without additional hardware or infrastructure, ensuring resilience and
efficiency across 41,000 employees worldwide.
6© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC