Fujitsu Enhances Digital Transformation with WalkMe's Help for OneERP+ Project

Fujitsu Accelerates Digital Transformation with WalkMe

Fujitsu, a key player in digital transformation within Japan, has recently announced the integration of the global leader in Digital Adoption Platforms (DAP), WalkMe, for its sweeping enterprise transformation initiative dubbed "OneERP+". This robust project is set to overhaul Fujitsu's operational processes on a global scale, striving to achieve both operational standardization and an enhanced user experience (UX). By leveraging WalkMe's innovative technology, Fujitsu anticipates significant improvements in system adoption rates, operational efficiency, and a marked reduction in customer inquiries.

Initiated in 2020, Fujitsu's "OneFujitsu Program" aims to pivot the company towards a full-scale digital transformation. At the heart of this initiative is "OneERP+", which employs SAP S/4HANA® as its core and integrates numerous cloud services, such as ServiceNow and QlikSense, to actualize a data-driven management approach and operational standardization—the most extensive operational transformation in the company’s history.

The project under OneERP+ spans more than 120,000 employees, presenting both opportunities and challenges. Fujitsu has adopted a strategy called “Fit to Standard”, aligning business processes with cloud-standard methods. However, minimizing confusion and resistance to system changes has been critical to the project’s success. To support this transition, WalkMe's solution was selected to provide a consistent UX across various platforms and locations, along with tools for visualizing usage and enabling continuous improvements.

In the early phases of implementation, WalkMe's guidance features—like smart tips and content creation—successfully diminished the volume of inquiries related to SAP S/4HANA from 15,000 in the month following deployment to just 3,000 within three months. Furthermore, in addition to the main SAP S/4HANA system, the platform has already rolled out WalkMe content to address over 290 requirements across multiple systems, including ServiceNow, SAP Ariba®, and AlikSense, facilitating swift adoption while preventing user confusion.

Looking ahead, Fujitsu is gearing up for global expansion in Oceania, Singapore, and Thailand, set to commence in October 2025. The company plans to enhance its use of WalkMe's analytical features—particularly “Insights”—to further accelerate UX improvements. This collaboration aims not just to streamline processes but also to contribute to the ongoing value generation of Fujitsu's digital transformation efforts.

Comments from Fujitsu's CEO Office Data & Process Division Senior Manager, Chikako Hashimoto, reflected on the ambitious nature of the project: "OneERP+ signifies our first collective attempt to fundamentally transform our business processes at Fujitsu. The strategy of aligning to global standards, alongside minimizing user confusion and resistance, is pivotal to ensuring this transformation’s success. By integrating WalkMe into our operations, we're not only enhancing user experience but also achieving operational standardization concurrently. As we move toward global expansion, we’re eager to fully utilize WalkMe's analytical capabilities and flexible implementation to bolster Fujitsu's digital transformation from the ground up."

Masanobu Ono, CEO of WalkMe Japan, expressed pride in the collaboration: "We are honored that WalkMe is utilized as a foundation for user adoption and operational standardization within such a large-scale and sophisticated transformation project like Fujitsu’s. Our mission is to help overcome system complexities and any employee anxieties, allowing everyone to work in an environment that feels secure. As a partner propelling digital transformation, we remain committed to supporting ongoing UX improvements and enhancing value creation."

About WalkMe

As part of SAP, WalkMe is a pioneer in developing a leading digital adoption platform (DAP) designed to assist enterprises in navigating technological changes across various applications and systems. With over a decade of experience, WalkMe integrates generative AI to provide actionable insights, fostering an accessible and effective user experience. Their context-aware solutions guide users through any workflow with ease, enabling seamless execution of critical business processes across all departments. Trusted by global leaders such as Asahi Kasei, Ebara Corporation, Fujitsu, and the U.S. Department of Defense, WalkMe empowers organisations to maximize their software investment's ROI while driving human-centered digital transformation.