How Otis turned in-app guidance into a real communication channel for 2,000 employees.
The world leader in elevators and escalators rolled out a new e-procurement system on its JD Edwards ERP in France. Lemon Learning supports more than a thousand daily users, not just to train them, but to reach the right people, in the right place, at the right time.
A new e-procurement system to adopt, and important information getting lost along the way.
Otis, the world leader in elevators and escalators, deployed a new e-procurement system built on its JD Edwards ERP. The challenge was never only onboarding new joiners. It was keeping a large population of occasional and daily users confident on a tool they do not all open every day.
Classroom and digital training happened months ago. By the time a user actually needs a specific step, the details are easy to forget. And the information they need rarely arrives at the right moment: it gets buried in a flood of emails and Teams messages, where it is impossible to know what really matters to whom.
Otis needed a layer inside the applications themselves, one that does two jobs at once: guide users through the process when they need it, and communicate the right business information to the right people, at the moment it matters.
« With Lemon Learning, I don’t have to go looking for information. It comes to me, exactly where I need it. »
Bertrand Charrois Digital Transformation Project Manager, Otis
In-app guidance that doubles as a targeted communication channel.
Lemon Learning sits directly inside the e-procurement system and the JD Edwards ERP. New joiners are onboarded with step-by-step guides, while occasional users get just-in-time help on the exact field they are filling in. No need to remember a training session from months ago.
What makes the difference at Otis is the shift from a training tool to a communication tool. With user segmentation, the team pushes a given message only to the population it concerns. The right information reaches the right people, in the right place, at the right time, instead of getting lost in a flood of emails and Teams notifications.
Push notifications
Business-critical messages delivered inside the application, the moment they matter. A new procedure, a watch-out, a deadline: surfaced where the user is working, not buried in an inbox.
Tooltips
Context-sensitive bullet points sit on specific fields, giving users control and information exactly where they need it. Lighter than a guide, perfect for a tricky field or a recent change.
Step-by-step guides
Interactive guides walk users through the e-procurement process when they need it. New joiners onboard on their own, and occasional users no longer have to remember a training session from months ago.
User segmentation
The backbone of targeted communication: messages and guidance are scoped to the population they concern. The right people get the right message, and no one drowns in information meant for someone else.
« Lemon Learning lets us communicate in a targeted way. We talk to the right people, not to everyone at once. »
Bertrand Charrois Digital Transformation Project Manager, Otis
A daily-use channel, and information that finally reaches the right people.
« Lemon Learning helps a thousand of our users on a daily basis with our e-procurement system. »
Bertrand Charrois Digital Transformation Project Manager, Otis
« The context-sensitive bullet points give us control and detail on specific fields. It is exactly the kind of help users need without leaving their screen. »
Bertrand Charrois Digital Transformation Project Manager, Otis
« It is no longer just a training tool. It has become a real communication tool: relevant information, in the right place, at the right time. »
Bertrand Charrois Digital Transformation Project Manager, Otis
Like Otis, turn your ERP into a channel that informs the right people.
Book a personalised demo and see how Lemon Learning guides users on JD Edwards, e-procurement and any business application, while pushing the right message to the right population at the right time.
Book a demoThey made change happen, and fast.
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4,500 employees trained, no PowerPoint required
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500 branches, 3-month turnover, zero classroom training
