Why did ITSAP choose Lemon Learning?
Our in-house ERP, designed 25 years ago, is very comprehensive but has also become particularly complex over time. In the personal services sector, where turnover is high and training needs are constant, we needed a way to train our employees more effectively. Traditional formats—videos, long presentations, lengthy documents—were no longer suitable or effective.
Our new CIO, who was already familiar with Lemon Learning, recommended the tool as a change management solution. This allowed us to structure a new, more dynamic and sustainable training approach, focused on learning directly within the business tool.
How did you get involved with Lemon Learning?
The project began in November 2023. Less than two months later, in January 2024, we deployed the first content with an activation push from our ERP homepage. Since then, we've enriched our environment with around thirty interactive guides and forty tooltips.
One of Lemon Learning's key benefits is the ability to target content by user profile, allowing us to tailor messages and learning paths to the specific needs of different subsidiaries. Within our group, each entity has its own working methods, and it's impossible to standardize everything. Lemon Learning perfectly meets this need for local adaptation.
What are the concrete benefits for ITSAP?
Lemon Learning has allowed us to save considerable time in team training. We no longer need to deliver 90-slide presentations via video conference to convey the basics. The tool enables seamless, integrated, and independent learning, which is well-suited to users' expectations and pace.
This has had a direct impact on support workload, especially on theoretical questions, which have significantly decreased. Support can now focus on real bugs or blockers, which improves our overall efficiency.
The solution also allows us to standardize certain practices, better disseminate good procedures, and preserve knowledge—crucial in a context where teams frequently change. It has also become a communication tool in its own right. We use push notifications to share key messages, with far greater effectiveness than internal emails.
Has Lemon Learning improved support management?
Yes, very clearly. Thanks to direct access to information in the tool, users are much more independent. Requests for theoretical help have decreased, questions are more targeted, and this frees up time for support teams. It also improves the quality of the support provided.
How does Lemon Learning support users over the long term?
Lemon Learning has become a pillar of our daily support strategy. The tool is used for onboarding, managing certain regulated operations such as disability or senior benefits, and also for sensitive data entry related to URSSAF (Social Security Fund), tax credits, and the High Authority for Health (HAS).
We customized the interface with our own logo, which strengthens user engagement. Lemon Learning isn't just a temporary training tool; it's now integrated into our daily operations. We're even considering it as a future component of our next ERP, currently in the design phase for the next four to five years.
Application Support and Training Manager , ITSAP
“In a company with high turnover, centralizing knowledge and making it accessible to everyone, at any time, had become essential. Lemon Learning allowed us to do this simply.”
“Each subsidiary has its own methods. With Lemon Learning, we were finally able to customize content for each entity without trying to standardize everything.”
“Lemon Learning has become a communications tool in its own right. We use push notifications to disseminate our key messages; it's much more effective than email.”
"Previously, we used to train with 90 Google Slides via video. Lemon Learning has completely changed that: learning is now fluid, integrated, and much more effective."
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