Could you tell us a little about yourself and your role within Artic and Cerfrance?

My name is Laurent Masson, and I work for Arctic, a company based in Lisieux, Calvados. We’re the IT department for Cerfrance, an accounting and consulting firm serving the needs of farmers, craftsmen, shopkeepers and self-employed professionals. We manage IT for Cerfrance, representing 2,000 employees and 38,000 customers.

Could you tell us about your project, and what’s at stake?

Our main project was the introduction of a CRM for our 2,000 employees, a major change from the usual use of emails and phone calls. We started with a variety of materials, including videos and ambassadors for each department, to facilitate CRM adoption. However, the arrival of COVID-19 upset our plans. CRM was perceived as an additional burden, and employees and managers had difficulty adopting it. This situation led management to rethink the approach in order to boost the use of the tool.

What were the challenges of change management, and what were your objectives?

The aim was to re-adopt the CRM without entirely redeploying it. With Lemon Learning, we were able to redefine usage and user paths, leading to successful adoption of the tool without initial training.

How did you manage the change process, and what is your vision for supporting this change?

To manage change management, we integrated Lemon Learning on several tools, replacing the ambassadors who were beginning to wear out. This helped us to create common guides, facilitating the adoption of new tools without imposing additional training.

In the medium and long term, our aim is to achieve complete user autonomy. We envisage that new arrivals will be the main users of the guides, while the rest of the staff will adapt naturally. To this end, we are working closely with business teams to create these guides, and plan to extend the use of Lemon Learning to other applications within our organization.