How can you ensure successful user adoption when implementing a cloud ERP system?

Involve end-users from the beginning of the implementation process. Seek their input, understand their needs, and address any concerns they may have. By involving them in the decision-making process, they will feel invested and more likely to embrace the new system.

This will involve proper hand holding and training. Be ready to sit with them to explain and answer questions Iver and over again. This boosts the client confidence and it shows to them that the system is doable.

Need Analysis based on actual Persona is really needed. Empathise with user, understand their pain points. Conduct Design thinking like workshops

Henry Ford once said, 'If I had asked people what they wanted, they would have said a faster horse.' Involving users in the process is essential. But be selective about who - you want users that will be your innovators, influencers, and early adopters. Most people will not embrace the change. These folks will hamper progress and derail the best laid plans. So make sure you are selective about who you spend the most time and effort on bringing them along. Keep in mind - you must carefully separate business requirements from user wants masked as requirements (which will typically look a lot like what they currently have - think TPS reports from the movie 'Office Space').

Show what users have to gain and get them involved in the project very early on. Have conversations and put a TEST version of the system in their hands. Identify your "Champions" from each department and get them coached in training others. Champions are not necessarily managers. They are the advocates for your cause. Tribal knowledge and honoring those that understand the current issues is essential. Buyin is something that needs to happen often throughout the project. Enthusiasm is contagious!

Involve your user community early. At Infor our implementation approach is such that we ensure end users are a part of the entire implementation journey, they are able to get 'hands on' early in the project and actively participate in shaping the solution from the get go. This not only helps with ensuring end users become more familiar with the application but importantly, means an increased sense of ownership for the solution and improved levels of adoption.

From my perspective, Conduct regular feedback sessions with users throughout the implementation process. This can be done through user interviews, surveys, or usability testing. Gather input on specific features, designs, and functionalities. Ensure that users have a clear understanding of what is being implemented and how it will impact their experience. Actively listen to user feedback, address their concerns, and incorporate valuable insights into the development process.

Clearly communicate the benefits and value of the cloud ERP system to users. Highlight how it will streamline processes, improve efficiency, provide real-time insights, and enhance collaboration. Show how it aligns with the organization's goals and how it can positively impact their daily work.

Craft clear and concise messages that highlight the key benefits of the product or project. Avoid using jargon or technical language that may be confusing to the target audience. Clearly outline how the product or project addresses the needs and pain points of the users. Use straightforward language that resonates with the intended audience, emphasizing the positive impact on their daily lives or workflow.

Offer continuous support after the initial implementation. Establish a help desk or support team to promptly address user queries and issues. Provide user-friendly documentation, knowledge bases, and self-help resources. Regularly gather user feedback to identify areas for improvement and address any usability concerns.

Also, do not forget to find those key users and early adopters that will help you to ease and reinforce the process for the rest of users. We should ensure that there is at least one or two key users in every department who become the first point of contact “process-wise”, and the main source of suggestions for future changes and improvements. It would be great if every user performs as a key user, but truth is that’s not the majority of cases. A good change management strategy will be critical for this process.

Practical training and ongoing support are vital in adopting and successfully implementing any ERP system. While initial training tends to be comprehensive, its effectiveness diminishes over time. As key personnel are promoted or transition to new roles, their successors often need more thorough ERP training. Consequently, a gradual decline in system understanding occurs, leading to frustration and scapegoating of the system itself. Many systems possess more capabilities than the average user realizes and often need more knowledge to utilize them fully.

Remember the wisdom in the saying, "Providing adequate training and support is like sharpening an axe—it may take more time initially, but it ensures efficient and effective use in the long run." In other words, investing time in training is akin to sharpening an axe; it may seem like an extra effort initially, but it significantly improves performance and efficiency over time.

Implement robust Engagement analytics tools to track user engagement with the Cloud ERP system. Monitor key user activities, such as logins, feature usage, and the frequency of interactions. Analyze patterns and trends in user engagement data to identify areas of high and low adoption. This can provide insights into which features are popular among users and where additional training or support may be needed.

Traditionally, ERP systems have been focused on the process, data, and performance. However, the world has moved to “the experience” environment. If we want to increase user adoption, we will also need to adapt and customize changes according to their needs, and won’t be only about the process, but also the flexibility and the better use of (new) technologies such as RPA or IA, how can they benefit the users and organizations?. An ERP should be also treated as a product with analytics and usage metrics; are we measuring frequency of changes, user satisfaction, hot zones, raging clicks, process funnels, and/or NPS among many others? If not, there is a lot more to cover.

Leveraging our experience in successfully implementing Katana ERP for a client, ensure the smooth adoption. We Prioritize intuitive design and comprehensive training. Champion change management through transparent communication, stakeholder involvement, and issue resolution. Foster user engagement to cultivate a culture of ownership and enthusiasm.