ERP implementation projects involve many stakeholders from multiple areas of the organization. Each group has its own needs and expectations, and the project team must gather and understand a full-scope view of everything the various business teams want the project to accomplish.
End users are one of the stakeholder segments that can directly affect the outcome of an ERP project. The organization may not achieve the hoped-for results if users don’t widely adopt and maximize the new solution’s capabilities.
As you plan your ERP implementation, consider these strategies to improve end users’ participation and ensure all the right voices have the opportunity to contribute to the success of the project.
1 – Develop user training sessions specifically focused on familiarizing end users with the new ERP system and its benefits. These classes can help the project team uncover any issues or feature gaps that may need to be addressed. You may also identify system elements requiring additional training to ensure users have the knowledge to apply relevant features within their workflows. Educational sessions provide an excellent forum for gathering users’ insights about their specific needs and challenges, which may vary by job role, department, or region. A thoughtfully crafted training program offered early in the project can deliver important feedback that enables your IT group and solution provider to work together on tailoring the ERP system architecture and its user interfaces to your business needs.
2 – Create documentation and resources to guide end users through the ERP implementation process. When users feel comfortable with the coming changes, they’re more enthusiastic about adopting the new system and using its features. Early access to platform documentation, manuals, timeline estimates for the various rollout phases, information about integrations, and tips on best practices to streamline and accelerate setting up and blending features into existing job processes can help users overcome any hesitancy and ensure faster and more widespread adoption. Users are far more likely to embrace and become champions of the new ERP solution if they’re actively involved in the implementation process and feel confident in their ability to adopt the system without losing productivity.
3 – Establish a feedback mechanism for end users to share their concerns and suggestions. Communication channels should be two-way streets from the earliest stages of ERP implementation planning. Offer at least one dedicated and easily accessible method for users to submit their thoughts, comments, and potential criticisms to the project team. Include a feedback loop to ensure they can see their input is valued and genuinely considered. Transparency in the feedback process increases users’ sense of empowerment in controlling how—and how much—their workflows are affected by the upcoming transition. It also acts as a great motivator to ensure they maintain awareness of the project’s progress and understand their role in contributing to the project’s success.
4 – Provide workshops or focus groups to communicate the project’s goals and benefits to end users. Documentation and other resources, such as video demonstrations and online tutorials created by the technology vendor, are a good start. However, don’t overlook the value of offering users real-time access to one or more platform experts who can answer their questions and showcase relevant functionalities. These events can be delivered in virtual or in-person formats to support user groups dispersed across multiple locations or working diverse schedules. A skilled facilitator can expand the value of these discussion-focused sessions and fully engage users in the ERP implementation process. These opportunities can help manage and often reduce users’ resistance to change, address any resistance or concerns, and pave the way for a smoother and less disruptive system transition.
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