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.
Deploy Salesforce to 1,450 users in 120 centers, with just one day's training.
ELIS, world leader in 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 much controlled from head office, resulted in 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 came up against a budgetary obstacle: it was impossible to finance more than a single day's training per user. Yet the tool embeds functions that are very specific to ELIS, and the teams are spread across 105 to 120 centers throughout the country.
Two days' training would have blown the budget and delayed Go Live by a further nine weeks. Another strategy was needed, and quickly.
"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 right from the training phase, five months before Go Live.
After evaluating several solutions, ELIS chose Lemon Learning. The strategy validated by COMEX: 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 event on November 17, connected directly to the training environment to support the exercises.
In terms of content, the team in charge of change management centralized the creation of guides around Fanny, CRM Change Lead. Around fifty guides are produced: 80% "core" common to all countries, 20% specific to each geography to absorb the differences inherited from acquisitions. Priorities: basic functionalities (lead creation, contact, opportunity, contract) followed by friction points identified in the field.
Step-by-step guides
50 guides connected in the e-learning sandbox phase, then in production at Go Live. "Click, click, click, and a pop-up says bravo, you've created an opportunity.
Push notifications
Alternative to dead e-mails. Used at every sprint to announce new features, targeted by country when necessary.
Automatic translation
Pre-translation of guides into all languages, validated by a network of trained local relays. Essential with 30 countries to cover.
Analytics
Tracks ticket volumes, Lemon connections and most frequently launched guides. Used to justify exit from hypercare mode and switch to run.
"We didn't have the burden of training 1,500 people, going to 105 to 120 centers. Lemon was the solution.
Guillaume Picoury Salesforce Project Manager, ELIS Groupe
Start-up wave absorbed, industrializable model.
"The curves show: the volume of tickets and the volume of Lemon Learning connections allowed us to ride out the wave for two weeks, and then it gently went back down."
Guillaume Picoury Salesforce Project Manager, ELIS Groupe
"The best practice is: log on, ask Lemon Learning a 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 Department
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4,500 employees trained without PowerPoint
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500 branches, 3-month turnover, zero face-to-face training
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