How Elis trained 1,450 Salesforce users in 120 centers with a single day of training.
Faced with a Salesforce deployment that was impossible to cover face-to-face, Elis chose Lemon Learning to guide its teams process by process, and prepare for industrialization in 30 countries by 2028.
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Deploy Salesforce to 1,450 users in 120 centers, with just one day of training.
Elis, world leader in textile rental and cleaning (flat linen for the hotel industry, work clothes), is present in 30 countries, mainly in Europe and South America. The company was built up through successive takeovers, inheriting a highly heterogeneous information system. A first attempt at CRM seven years ago, too tightly controlled from head office, ended with the project being discontinued.
Salesforce was chosen again, this time following a call for tenders. France, the first major deployment with 1,450 users, soon ran into a budget constraint: it was impossible to finance more than a single day of training per user. Yet the tool embeds functions very specific to Elis, and the teams are spread across 105 to 120 centers throughout the country.
Two days of training would have blown the budget and pushed Go Live back another nine weeks. Another strategy was needed, and fast.
« We knew we'd get a wave. We got it. Without Lemon Learning, we would have been drowned. »
Guillaume Picoury Salesforce Project Manager, Elis Groupe
Lemon Learning from the training phase on, five months before Go Live.
After evaluating several solutions, Elis chose Lemon Learning. The strategy validated by the executive committee: one day of face-to-face training, e-learning beforehand, and permanent in-app guidance. Lemon was deployed in June, five months before the Go Live on November 17, connected directly to the training environment to support the exercises.
On content, the change management team centralized guide creation around a single CRM Change Lead. Around fifty guides were produced: 80% core, common to all countries, and 20% specific to each geography to absorb the differences inherited from acquisitions. Priorities: the basics first (lead, contact, opportunity, contract), then the friction points identified in the field.
50 guides, from sandbox to Go Live
Fifty guides connected in the e-learning sandbox phase, then in production at Go Live. Click, click, click, and a pop-up confirms: you've just created your opportunity.
Sprint news, in the tool not the inbox
An alternative to dead-letter emails. Used at every sprint to announce new features, targeted by country when needed, so updates actually get seen.
Pre-translated, validated locally
Guides are pre-translated into every language from a single source, then validated by a network of trained local relays. Essential with 30 countries to cover.
The data to exit hypercare
Ticket volumes, Lemon connections and the most-launched guides, all tracked. The numbers justified the move from hypercare into run.
« We didn't have to take on the burden of training 1,500 people across 105 to 120 centers. Lemon was the solution. »
Guillaume Picoury Salesforce Project Manager, Elis Groupe
The start-up wave absorbed, and a model ready to industrialize.
« The curves show it: the volume of tickets and the volume of Lemon Learning connections let us ride out the wave for two weeks, and then it gently came back down. »
Guillaume Picoury Salesforce Project Manager, Elis Groupe
« The best practice is simple: log on, ask Lemon Learning your question, and 9 times out of 10 you'll get the answer. »
Guillaume Picoury Salesforce Project Manager, Elis Groupe
« The translation service pre-translates my guides into Norwegian, a language I unfortunately don't speak yet. My country relays validate it. It's a real time saver. »
Fanny Chevet CRM Change Lead, Group Customer Experience, Elis Groupe
Like Elis, accelerate the adoption of your tools.
Book a personalised demo and see how Lemon Learning transforms the way your teams are trained on Salesforce and every other business tool, across multiple countries and languages.
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