POC Plan: Driving Self-Service for
SAP GRC Access Requests
A strategic blueprint to resolve the GRC request bottleneck by implementing in-app, interactive guidance to reduce support dependency and improve process efficiency.
Strategic Vision & POC Objectives
Addressing the core challenge with a targeted, measurable Proof of Concept.
đŻ The Core Business Challenge
Users across the company's diverse SAP landscape are not using the provided SOP documents to raise GRC access requests. Instead, they overwhelmingly prefer to call the support team for direct, over-the-phone assistance. This creates a significant operational bottleneck.
- High Support Dependency: Drains valuable support resources on a repetitive, trainable task.
- Process Inefficiency: Leads to errors in requests, especially in complex areas like role selection, causing delays and rework.
- Low SOP Adoption: Existing "interactive" SOPs are not being utilized, indicating a gap between documentation and user workflow.
đ POC Objectives & Success Criteria
The goal of this POC is to prove that by embedding guidance directly into the GRC portal, we can fundamentally shift user behavior from support-dependency to self-service.
- Validate Self-Service: Demonstrate that users can successfully complete a GRC request end-to-end without needing to call support.
- Improve First-Time Accuracy: Prove that in-app validation and contextual guidance can significantly reduce errors, especially in role/T-code selection.
- Confirm WalkMe's Viability: Confirm that WalkMe is the right technical and functional solution to solve this bottleneck at scale.
POC Functional Solutions
We will implement the following exact use cases within the GRC portal to address the identified friction points.
1. Guided Request Submission
WalkMe Solution: Smart Walk-Thru
A step-by-step interactive guide for the entire request process, available on-demand. This transforms the static SOP into a live, in-app walkthrough, ensuring users follow the correct procedure every time.
2. Contextual Role Selection
WalkMe Solution: SmartTips & Segmentation
To solve the most complex step, we will embed decision-making logic directly at the "Role Selection" field. SmartTips will ask users guiding questions (e.g., "Do you need Finance or HR access?") to help them select the correct role, dramatically reducing errors.
3. Mandatory Field Validation
WalkMe Solution: Validators & ShoutOuts
To ensure requests are "right the first time," we will implement validation rules that check for missing fields or required attachments *before* the user can click "Submit." This prevents incomplete requests from ever entering the workflow.
4. Self-Service Support Deflection
WalkMe Solution: Help Center / Menu
We will deploy a comprehensive, searchable WalkMe Menu on the portal. This will act as a one-stop-shop for help, providing easy access to the new Guided Submission Walk-Thru and linking to existing SOP documents, capturing users before they decide to call support.
End-to-End GRC Access Request Workflow
Below is the functional process flow discussed in the meeting, broken down by user steps, system behavior, and the precise WalkMe implementation plan.
POC Builder Plan
A tangible micro-plan for the initial build, demonstrating a rapid path to value.
| Task | WalkMe Items to Build |
|---|---|
| Setup & Element Tagging | Identify and tag all key GRC Access Request screen elements (fields, buttons, tabs). |
| Build Core Walk-Thru | Create the main step-by-step Smart Walk-Thru for creating and submitting a new access request. |
| Add SmartTips + Validators | Implement contextual guidance for Role/T-Code selection and mandatory field input validation. |
| Add Model User & GenieX Flows | Build the separate branch for the "Model User" scenario and add ShoutOuts prompting users to check GenieX. |
| Configure Help Center & QA | Add FAQ links to the WalkMe Menu, then perform a full Quality Assurance test of all paths. |