Success story · Manufacturing & flooring

Gerflor supports its teams in Microsoft Dynamics.

Forty-one help publications live inside the application, created and maintained by the Gerflor teams themselves and delivered in 4 languages to the group's subsidiaries.

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kSTEP 2 / 3Log the activity you completed.

kSTEP 1 / 3Open the account record.kSTEP 3 / 3Move the opportunity forward here.

K-NOW

Step-by-step guidance

Create an opportunity

K-STUDIO

Train yourself

Qualify a lead

Issue a quote

41publications live in production

630users supported

≈ 350daily users

Context

A backbone application, users spread across the world.

Gerflor designs and manufactures flooring solutions for a global market. Microsoft Dynamics structures customer relations and sales processes there, with users spread across several countries and several working languages.

The blind spot

Training prepares people, it does not stay with them.

In that context initial training is not enough: users need to find the right steps again at the moment of entry, and the internal teams need to update that help without depending on a supplier for every change.

Initial trainingPeople learn the tool before they really use it.

A few weeks laterThe application is only used now and then.

The step that blocksNo one is around at the moment it matters.

Scope

The application covered by K-NOW.

Microsoft Dynamics→

CRM, 630 users and 41 published items

Live

The solution

A help library owned by the business teams.

The Gerflor teams produce and update the content themselves, with no work on the application.

Created in house

Forty-one publications designed and maintained by the Gerflor teams.

Inside the screens

Contextual help and guided journeys displayed directly inside Dynamics.

In 4 languages

Content is translated into French, English, German and Chinese for the subsidiaries.

No dependency

Updates follow functional changes without going through a supplier.

kSTEP 2 / 3Log the activity you completed.

kSTEP 1 / 3Open the account record.kSTEP 3 / 3Move the opportunity forward here.

K-NOW

Step-by-step guidance

Create an opportunity

K-STUDIO

Train yourself

Qualify a lead

Issue a quote

Results

Living help, at the pace of the application.

Forty-one publications

The library covers the main journeys and grows as new needs come up.

Help at the moment of use

Users find the information in the screen where they work, not in a separate document.

Self-sufficient teams

Content is created and updated in house, which keeps it in step with every change.

Multilingual delivery

The same setup reaches the group's subsidiaries in their own working languages.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Guide users at the right moment, in the right tool.

Make business applications easier to use with step-by-step guidance, contextual help and targeted messages built into the working environment.

Discover K-NOW →

Application GPS and step-by-step guidance
Contextual help and information
Rollout across several business applications
Updates with no work on the application itself

Frequently asked questions

What people ask us about this roll-out.

Does K-NOW replace training at Gerflor?

No. Initial training stays in place to prepare people. K-NOW takes over inside the application, at the moment someone gets stuck on a step, sometimes long after the session. The setup stays hybrid.

Which applications are covered?

Live : Microsoft Dynamics→ (CRM, 630 users and 41 published items).

How large is the roll-out?

41 publications live in production, 630 users supported and ≈ 350 daily users.

What does it change day to day?

Forty-one publications. The library covers the main journeys and grows as new needs come up.

They trust us