SNCF Réseau accelerates the adoption of its Carl Source CMMS with Knowmore

Introduction

To replace obsolete maintenance tools, SNCF Réseau deployed the Carl Source CMMS as part of the Digitop project.

This program involved nearly 2,000 employees spread across the country and included a wide variety of profiles: operational managers, managers, field technicians, and data managers.

To ensure rapid adoption of the new tool and limit the support burden after deployment, SNCF Réseau, with the Capgemini teams, relied on Knowmore's solutions K-STUDIO and K-NOW to train users and support them directly in their work environment.

Context

The Digitop project aimed to modernize the maintenance management tools used by SNCF Réseau.

The objective was twofold:

• improve the traceability of maintenance operations;
• ensure compliance with operational and contractual obligations related to maintenance activities.

The new system was intended to accurately track interventions carried out on infrastructure while providing better visibility to management teams.

The deployment of Carl Source therefore represented a major evolution in work practices for several thousand users.

Challenges

SNCF Réseau had to address several key challenges:

• Rapidly train nearly 2,000 users across various departments.
• Ensure consistent skill development despite access constraints to training environments.
• Reduce support requests after launch.
• Reassure users when adopting a new business tool.
• Provide ongoing support for the evolution of the Carl Source solution over time.
• Effectively disseminate operational communications to teams often distant from traditional communication channels.

Proposed Solutions

K-STUDIO: Industrializing user training

To prepare teams for the deployment of Carl Source, SNCF Réseau used K-STUDIO to create interactive training modules replicating key user journeys.

The content was exported in SCORM format and then integrated into the company's LMS.

This approach allowed for:

• training a large number of users simultaneously;
• standardizing learning paths;
• tracking training within the existing LMS;
• preparing users before the CMMS went live.

K-NOW: Guiding users directly within Carl Source

Once the solution was deployed, SNCF Réseau implemented K-NOW directly within the Carl Source application.

Interactive guides, tooltips, and contextual pathways were integrated directly into the interface to help users complete their tasks independently.

With an always-accessible help button, employees could instantly get contextualized explanations without leaving their work environment.

K-NOW was also used as a communication channel to disseminate operational messages directly within the application, significantly increasing their visibility among teams.

Ensuring long-term support

During the migration of Carl Source to a new version with significant ergonomic improvements, a large portion of the created content could be reused.

The guides were quickly adapted to help users get to grips with the new environment.

Results

• Guided deployment for approximately 2,000 users.
• Reduced training time and costs through the implementation of an industrialized training system with simulated training exercises.
• Faster adoption of the Carl Source CMMS.
• Enhanced user autonomy in production.
• Reduced requests to key users and support teams.
• Improved user experience through contextual assistance.
• Reuse of a large portion of content during major application updates.
• Maintenance of K-STUDIO and K-NOW for onboarding new employees and future modules of the Digitop project.

Key Benefits

Accelerated CMMS Adoption

Users receive comprehensive support before, during, and after deployment.

Reduced Support Burden

In-app guides provide immediate answers to the most common questions.

User Autonomy

Contextual assistance helps employees complete their tasks without constantly relying on project teams.

Enhanced Operational Communication

Important messages are delivered directly within the business tool used daily.

Long-term Support for Updates

Content created with K-STUDIO and K-NOW can be reused and adapted as the application evolves.

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