How ACMS Supports Its Members on a New Web Portal

Context

ACMS is launching a new Member Platform.

Members need to log in to the ACMS platform to update information about their employees. However, they are unfamiliar with the new Portal.

Challenges and Constraints

ACMS's key challenge was to ensure successful adoption of the new Platform by its Members: it was imperative to avoid the risk of abandonment and non-use.

ACMS faces two major constraints:

• It is not possible to train members, who, moreover, only log in a few times a year and do not always have time to read documents.
• All occasional members are predominantly new users.

Solution

To support members in real-time during login, consultation, navigation, and data entry on the Member Platform. ACMS chose K-NOW, the Application GPS.

ACMS is launching its first employee list declaration campaign on its new Member Platform, supported by guides developed in co-production with Knowmore. The progressive rollout to groups of 200 members has been a success.

ACMS is launching billing declaration campaigns on the Member Platform. This new campaign is accompanied by new K-NOW messages and step-by-step guides to assist members.

Results

Using statistics, ACMS monitors in real-time, and anonymously, the trends in member consultations and data entries. ACMS observes high engagement with K-NOW publications.

With K-NOW, these campaigns for declaring staff lists and billing details are no longer handled sporadically, but are now offered year-round on the anniversary date of members' contracts.

K-NOW publications, integrated into the Member Area web portal and regularly updated based on feedback provided by members at the end of the guidance process:

• reduce peak workloads and data entry errors associated with campaigns

• save members valuable time during data entry, thereby improving their satisfaction.

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