From resistance to adoption: how CERFRANCE reignited its CRM with zero face-to-face training.
CERFRANCE is an accounting and consulting firm serving farmers, craftspeople, shopkeepers and self-employed professionals, with IT run by GIEARTIC. After a CRM rollout stalled during COVID, the firm used Lemon Learning to redefine user paths and re-adopt the tool, reaching its 1,800 users across three systems with no initial training.
A CRM rollout that stalled, just as COVID hit and resistance set in.
Introducing a CRM was a major shift away from email and phone calls. GIEARTIC, the IT arm serving CERFRANCE's 2,000 employees and 38,000 customers, rolled it out with videos and a network of departmental ambassadors to drive adoption.
Then COVID-19 upset the plan. The CRM was perceived as an additional burden, and both employees and managers struggled to adopt it. Usage stalled, and the ambassador network began to wear out.
Management needed to re-adopt the CRM without redeploying it from scratch, and without pulling users back into face-to-face training during a period when that was barely possible.
« The arrival of COVID-19 upset our plans. The CRM was perceived as an additional burden, and employees and managers had difficulty adopting it. »
Laurent Masson Digital communications officer, GIEARTIC / CERFRANCE
Redefined user paths inside the tools, so adoption happened without training.
With Lemon Learning, GIEARTIC redefined usage and user paths directly inside the CRM, leading to adoption without any initial training. Rather than redeploy the tool, the team rebuilt the experience around how people actually needed to use it.
Lemon Learning was then integrated across several tools, taking over from the ambassadors who were wearing out. The team built common guides with the business units, making each new tool easier to adopt without imposing extra training, and set a clear long-term goal: full user autonomy, with new joiners as the primary users of the guides and everyone else adapting naturally.
Guided CRM paths, no retraining
User paths were redefined directly inside the CRM, so people adopted the tool by using it, not by sitting through another training session. The same guides now cover three tools.
Push updates to communicate change
The push tool announces new products and process changes directly inside the tools, reaching everyone at once without another email campaign or a fresh round of ambassadors.
New joiners as the primary users
The long-term goal is full autonomy: new arrivals lean on the guides to ramp up, while existing staff adapt naturally, so adoption no longer depends on a dedicated training push.
See what users actually adopt
Usage statistics show which guides get followed and where adoption lags, so the team can work with business units to refine the guides and extend Lemon Learning to more applications.
« We wanted 0% face-to-face training on our projects, and Lemon Learning helped us achieve this goal. »
Laurent Masson Digital communications officer, GIEARTIC / CERFRANCE
Zero face-to-face training, a re-adopted CRM, and a path to full autonomy.
« Lemon Learning helped our users get to grips with CRM. »
Laurent Masson Digital communications officer, GIEARTIC / CERFRANCE
« The push tool is perfect for communicating new products. »
Laurent Masson Digital communications officer, GIEARTIC / CERFRANCE
« I no longer have problems contacting support. »
Laurent Masson Digital communications officer, GIEARTIC / CERFRANCE
Like CERFRANCE, turn resistance into adoption without face-to-face training.
Book a personalised demo and see how Lemon Learning helps teams re-adopt stalled tools, guide users in context across several systems, and reach full autonomy without redeploying or retraining.
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