Intermarché
of CAC 40 customers referenced by UGAP
of users
business applications for a single customer
country
How can we ensure the successful implementation of a large-scale digital transformation program?
Deploying a new application is just the first step. Ensuring that thousands of users adopt it is often the real challenge.
As part of the LOREA digital transformation program, Intermarché has begun modernizing several strategic business applications designed for its headquarters staff, store employees, and field personnel.
To support this project, Intermarché partnered with Accenture to develop a system capable of quickly training users, providing post-launch support, and ensuring the program’s operational success.
After benchmarking several Digital Adoption Platform and digital learning solutions, Knowmore was selected to address these challenges.
Background
The LOREA project involves the deployment of three strategic business applications:
- Gold Shop
- Gold Shop Mobile
- Uniref
The goal is to provide a consistent and efficient user experience for all employees using these new tools.
The scope of the program is particularly ambitious:
- 54,000 users in the long term
- 35,000 mobile users
- a variety of job roles across the entire Intermarché network
Given the scale of the task, traditional approaches based solely on training could not guarantee rapid and sustainable adoption.
The Issues
Quickly train tens of thousands of users
The project required the creation of a large amount of educational content to support users prior to the launch.
Minimizing risks at go-live
The project teams wanted to minimize user errors, secure business processes, and speed up the adoption of new applications.
Supporting users in their daily lives
The goal was not only to train users but also to guide them directly through the applications to promote their independence and reduce the number of support requests.
Leverage the content produced
The program was designed to enable the reuse of training content to accelerate the production of operational guidance and optimize the costs of change management.
The solution implemented
To address these challenges, Intermarché and Accenture have selected a combination of the K-STUDIO and K-NOW solutions.
K-STUDIO: Learning by Doing
Accenture used K-STUDIO to create an immersive training program based on application simulation.
This allows users to learn business processes in an environment that accurately replicates the application screens and workflows.
In total:
- 2,200 educational resources produced
- 13 authors trained and equipped
- 3 applications covered
K-NOW: Guiding You Through the Workflow
In addition to training, K-NOW provides users with context-sensitive guidance directly within the applications.
Employees thus benefit from:
- step-by-step guidance
- contextual help
- targeted information based on their profile
- built-in support whenever they need it
The K-STUDIO / K-NOW Gateway
One of the project’s key differentiators is its ability to repurpose training content to quickly produce operational guidelines.
This approach makes it possible to standardize the change management process while ensuring that the messages conveyed to users are consistent.
Eventually:
- The program includes 395 K-NOW guides.
Expected benefits
For users
- faster skill development
- greater autonomy
- reduction in handling errors
- immediate access to useful information
For project teams
- accelerated deployment
- reduced stress on the support
- greater consistency in practices
- leveraging created content
For decision-makers
- Securing application investments
- increased adoption rate
- better management of risks associated with change
- faster return on investment for the program
Key figures
Key Takeaways
The LOREA program perfectly illustrates a challenge faced by many large organizations: transforming an application deployment project into a true digital adoption initiative.
By combining immersive training with K-STUDIO and context-based support with K-NOW, Intermarché and Accenture have adopted an approach that supports users before, during, and after the go-live.
An approach that places user experience at the heart of the project’s success and helps maximize the value of digital investments.
Any questions?
You need to support hundreds or thousands of users on an application, you want to train them at very short notice, you're looking to reduce support costs, you're on the lookout, you have a project or you'd like to find out more?
