Can you introduce yourself and your role within Stellantis? 

Hello, I'm Jean-Guy Lejay. For six years, I've been working as a service provider for Stellantis, where I've participated in support projects, particularly on the deployment of Salesforce. This CRM marked a major change for PSA, especially with the integration of Opel, increasing the number of targets to be reached.

What prompted you to integrate Lemon Learning into your support strategy  ?

Before the pandemic, we identified a gap in our user support system at points of sale. CRM was new to dealerships and represented a radical change. Convinced of the usefulness of Lemon Learning in improving support, we launched a POC in France and Spain, which ultimately convinced decision-makers at Stellantis.

How did you implement Lemon Learning and what were your goals?

Our main goal with Lemon Learning was to reach key European countries, working with eight languages ​​in 10 countries. We created guides in English and then collaborated with local correspondents to adapt them to the specific needs of each country. This involved constant communication to ensure the guides were well translated and relevant.

What were the main challenges and results of integrating Lemon Learning? 

The biggest challenge has been maintaining a stable network of local correspondents, who are often in high demand. We have managed to create useful guides for CRM initiation, but our daily struggle remains translation and local adaptation. Despite these challenges, Lemon Learning has allowed us to provide ongoing and relevant training directly on the job, a new approach for a company accustomed to more traditional training .