The pillars of Purchasing IS usage support

Purchasing IS usage support: what for?

The Purchasing IS can't deliver on its promises without personalized user support.

What is the purpose of user support?

The aim of personalized user support is to provide users with assistance tailored to their specific needs and the way they use the Purchasing IS.

What's in it for you?

Supporting the use of the Purchasing IS helps end-users to get to grips with the tool and become more productive. But to be relevant, effective and sustainable, this support must be personalized. And for good reason: providing generic support means assuming that all end-users have the same challenges, working methods and uses of the Purchasing IS. But this is not the case. And because uses are diverse and constantly evolving, support cannot be generic, fixed and effective. In short, personalized usage support enables end-users to use the Purchasing IS to its full potential.

Key figure to remember: 54% of people want to see personalized content based on their interests. (Source: Adobe)

The risks of non-personalized support

• User frustration with the Purchasing tool
• Disengagement of users from the Purchasing IS
• Increased attrition rate(churn)
• Poor grasp of tools
• Poor compliance with processes
• Purchasing optimization impossible

Expert opinion (customer?)

"You can't ask a population to be completely homogeneous. When you embark on such a major transformation, not everyone is equal when it comes to digital. And you have to get everyone on board. You can't afford not to get your whole organization on board. You'd think that if everyone is at ease (i.e. already fully in the digital mindset), the transformation will happen very quickly. But this is rarely the case. You need to get the whole population on board. And that's where it's critical. Because if you leave people out, you don't transform anything. You create distances, inconsistency, but you're not going to transform your business."

Cédric Le Savéant - VP, Group Sourcing & Procurement at Technicolor

In practice: the pillars of usage support

What's in it for you?

• A better grasp of the Purchasing IS
• Fewer misunderstandings and frustrations with the Purchasing IS
• Increased end-user productivity
• Improved user commitment
• Long-term adoption of the Purchasing IS

In short: User support is the cornerstone of user adoption and Purchasing IS performance.

Expert opinion (customer?)

"There has been a major transformation in the way change management has been approached in recent years. We've moved away from the principle of using tools at the level of using functionalities and understanding processes, to focus more on supporting usage, because the question is not how to use the tool, but how to work differently. It's about rethinking the way we work through tools, rather than how to use tools."

Pierre Leroux, CEO of Lemon Learning

Use case: Digitization of IT support for the Purchasing tool of a leading retailer

One of France's leading supermarket chains is digitizing the IT support for its in-house Purchasing tool.

To provide personalized support for its 4,000 users, the organization chose to rely on the Lemon Learning digital adoption platform.

The Lemon Learning method: customized user support integrated with the Purchasing IS

Lemon Learning supports the supermarket chain in its Purchasing IS training and communication with the group's teams.

Co-design of content

Lemon Learning and the retailer's teams work together to design the IT support content.

Tailor-made support

Coaching is customized according to end-user needs. Depending on their profession or work rhythm, different user populations receive different levels of support.

Integration of support into the Purchasing tool

Lemon Learning works with the publisher of the customer's in-house solution to deploy IT support directly into the tool.

Today, IT support for the Purchasing tool comprises 75% interactive guides and 25% pushs to train and inform the group's teams. For three years now, the company has renewed its confidence in Lemon Learning every year.