Success story · Software vendor & HR

QuickMS makes the help in Qrew autonomous and responsive.

QuickMS publishes Qrew, a performance review management software. With K-NOW, its support teams publish and update the help themselves, for more than 10 000 users.

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Qrew

kSTEP 1 / 3Open the review to finalise.

kSTEP 2 / 3Name the signatory.kSTEP 3 / 3Send for electronic signature.

K-NOW

Step-by-step guidance

Send a review for signature

K-STUDIO

Train

Practise on account creation

Discover a new feature

+10 000users supported in Qrew

2months between kick-off and the first help content

1software equipped: Qrew

The context

User help that has to keep up with the software.

QuickMS publishes Qrew, a software dedicated to performance review management, used by its customers’ employees. Until then the vendor relied on a built-in help tool, Zoé, to support those end users.

The blind spot

Help that goes through R&D never arrives in time.

Every new piece of help, every correction depended on a development cycle. The software was evolving faster than its documentation, and the support teams could not react on their own.

The need is raisedSupport identifies the blocking point.

The request goes to R&DThe help waits for a development cycle.

Where it stallsThe user, meanwhile, is stuck today.

The scope

The application covered by the programme.

Qrew

Performance review management, more than 10 000 users supported

Live

The solution

Help moves to the support teams.

QuickMS replaced Zoé with K-NOW. The customer support teams create, publish and update the help intended for Qrew users, without going through R&D.

Information push

A message can appear on login to Qrew or when a specific page opens.

Targeted communications

Content is attached to specific fields of the application.

Autonomous publishing

Customer support creates and updates the help without depending on a development cycle.

NPS feedback

Customer comments and recommendations are collected directly inside Qrew.

Qrew

kSTEP 1 / 3Open the review to finalise.

kSTEP 2 / 3Name the signatory.kSTEP 3 / 3Send for electronic signature.

K-NOW

Step-by-step guidance

Send a review for signature

K-STUDIO

Train

Practise on account creation

Discover a new feature

The results

A fast rollout and teams that became autonomous.

More than 10 000 users

The first K-NOW content reached more than 10 000 users of Qrew.

A fast implementation

Kick-off in mid-June, two days of training in early July, first help content published from mid-August.

Autonomous support teams

They create, update and publish the help and introduce new Qrew features.

Sensitive points covered

The help is appreciated on account creation and on guidance through electronic signature.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside Qrew, at the moment of the action.

K-NOW overlays messages, targeted help and feedback collection onto the application already in place, and makes the content editable without going through R&D.

Discover K-NOW→

Messages on login or on a given page
Help attached to specific fields
Content published by the support teams
Feedback and NPS collection

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at QuickMS?

K-NOW replaced Zoé, the help tool built into Qrew. K-NOW brings the help inside the application and, above all, makes it editable by the support teams without going through R&D.

Which application is covered?

Live: Qrew, the performance review management software from QuickMS, with more than 10 000 users supported.

How long did the implementation take?

Kick-off took place in mid-June, the teams were trained in two days in early July, and the first help content was published from mid-August.

What does it change day to day?

Support no longer waits for R&D. A missing detail on account creation or electronic signature is published inside Qrew within minutes, in the right place.

They trust us