Rolling Out a Digital Adoption Platform Globally: Airbus’s Experience
Discover how Airbus has transformed the adoption of its HR and business tools using a Digital Adoption Platform, drastically reducing support requests while empowering employees. Airbus operates more than 130 HR platforms across 46 countries and 200 legal entities, serving a wide range of user profiles (blue-collar, white-collar, and managers).
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An extremely complex digital environment
Airbus operates more than 130 HR platforms across 46 countries and 200 legal entities, serving a wide range of user profiles (blue-collar, white-collar, and managers).
Employees use an average of 7 to 9 applications per day, most of which are SaaS-based and regularly updated.
Despite existing resources (training, documentation, coaching, helpdesk, chatbot), barriers to adoption persisted.
Why a Digital Adoption Platform?
The DAP acts as a support layer integrated directly into business applications:
- Interactive step-by-step guides
- Onboard videos
- Tooltips
- Smart Alerts
- Real-time feedback collection (NPS, comments)
The goal: to assist the user exactly when they need it.
Key findings after 4 years
The phased rollout of the K-NOW solution has enabled:
- Decrease from ~11,000 support calls per month to ~3,500
- Approximately 70% reduction in support tickets
- 50,000 new employees supported
- Maintaining a high level of monthly usage
The DAP has become a trusted tool, used even by experienced employees as a checklist and safety net.
The Future: AI and Personalization
Airbus goes a step further by integrating:
- AI chatbots
- Personalized recommendations based on user behavior
- Smart consolidation of scattered training content
The goal: to create a single, smart entry point for digital support.
