Deploying a Digital Adoption Platform Globally: Airbus's Experience
Discover how Airbus transformed the adoption of its HR and business tools thanks to a Digital Adoption Platform, drastically reducing support requests while improving employee autonomy. Airbus operates over 130 HR platforms spread across 46 countries and 200 legal entities, with highly diverse user profiles (blue-collar, white-collar, managers).
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An extremely complex digital environment
Airbus operates over 130 HR platforms spread across 46 countries and 200 legal entities, with highly diverse user profiles (blue-collar, white-collar, managers).
Employees use on average 7 to 9 applications per day, mostly SaaS-based and regularly updated.
Despite existing measures (training, documentation, coaching, helpdesk, chatbot), adoption barriers persisted.
Why a Digital Adoption Platform?
The DAP acts as a support layer integrated directly into business applications :
- Interactive step-by-step guides
- Embedded videos
- Contextual tooltips
- Smart alerts
- Real-time feedback collection (NPS, comments)
The objective: to support the user exactly when they need it.
Key results after 4 years
The gradual rollout of the K-NOW solution has enabled:
- Decrease from ~11,000 support calls/month to ~3,500
- Approximately 70% reduction in support tickets
- 50,000 new employees supported
- Sustained high monthly usage
DAP has become a trusted tool, used even by experienced employees as a checklist and safety net.
The future: AI and personalization
Airbus is going further by integrating:
- AI chatbots
- Personalized recommendations based on user behavior
- Smart consolidation of scattered training content
The ambition: to create a single, intelligent entry point for digital support.
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