Success story · Consulting & retail

Cristal Optimisations makes its PLM tools simpler to use.

A consultancy specialised in retail digital transformation, Cristal Optimisations installs K-NOW inside the applications it supports, so that the information arrives at the moment of the difficulty.

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kSTEP 1 / 3Open the item to be revised.

kSTEP 2 / 3Increment the revision index.kSTEP 3 / 3Move the item to review.

K-NOW

Step-by-step guidance

Take an item through to approval

K-STUDIO

Train

Practise on a bill of materials

Prepare a design review

Retailprocess consulting and change management

PLMthe environments supported

K-NOWthe in-app GPS deployed at their clients

The context

Time to market is decided inside complex PLM tools.

In retail, PLM solutions structure product development against very tight calendars: design, calls for tender, supplier collaboration. Cristal Optimisations supports its clients on process consulting and change management in those environments.

The blind spot

A rich process is not memorised, it is looked up.

The richness of the workflows is what makes them valuable, and what creates friction. The user is not looking for training, they are looking for the right information on the screen where they are stuck, right now.

Initial trainingThe process and the tool are presented.

A few weeks laterThe real case does not look like the example.

Where it stallsSearching elsewhere, and losing time.

The scope

What the programme covers.

Retail PLM applications

Design, calls for tender, supplier collaboration

Live

The solution

An in-app GPS placed inside the supported tools.

K-NOW delivers contextual, real-time help directly inside the applications followed by Cristal Optimisations. The change management consultants create and update the content themselves.

Contextual help

The useful information appears on the screen concerned, without an external search.

Guidance by role

Content is adapted to the processes and to the users’ roles.

Fast publishing

The Cristal Optimisations teams create and update the help without delay.

Supported onboarding

Training and technical collaboration allow the teams to get started quickly.

kSTEP 1 / 3Open the item to be revised.

kSTEP 2 / 3Increment the revision index.kSTEP 3 / 3Move the item to review.

K-NOW

Step-by-step guidance

Take an item through to approval

K-STUDIO

Train

Practise on a bill of materials

Prepare a design review

The results

A smoother experience, more autonomous teams.

Obstacles cleared faster

Users get past the functional and technical difficulties met in their tools.

Information at the right moment

It is available in the working environment, without an external search.

A less stressful experience

Guidance makes complex technologies more accessible and reduces interruptions.

Autonomous consultants

The change management teams produce and maintain the help themselves.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside the tool, at the moment of the difficulty.

K-NOW overlays contextual help and step-by-step guidance onto the applications already in place, without modifying the application itself.

Discover K-NOW→

Step-by-step guidance inside the application
Contextual help and information
Targeting by process and by role
Content created and maintained in-house

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at Cristal Optimisations’ clients?

No. Training and change management remain the core of the consultancy’s work. K-NOW takes over inside the application, at the moment a user gets stuck on a step of the process.

Which applications are covered?

Live: the retail PLM applications supported by Cristal Optimisations, across design, calls for tender and supplier collaboration.

Who creates the support content?

The Cristal Optimisations teams. The change management consultants create and update the guidance themselves, without depending on a third party.

What does it change day to day?

Help is on the screen. The user finds the right information at the moment of the difficulty, instead of interrupting their work to look for it elsewhere.

They trust us