Failed user training during an ERP implementation is one of the biggest roadblocks to a successful ERP go live. This can be attributed to ineffective training, a lack of documentation, unengaged users, and insufficient preparation. Regardless of the reason, training (or lack thereof) has the power to make or break the entire project. It is crucial to develop a plan to support your end users, so they are ready to use the new system at cut-over.

How to Approach ERP User Training & Adoption

Failed user training during an ERP implementation is one of the biggest roadblocks to a successful ERP go live. This can be attributed to ineffective training, a lack of documentation, unengaged users, and insufficient preparation. Regardless of the reason, training (or lack thereof) has the power to make or break the entire project. It is crucial to develop a plan to support your end users, so they are ready to use the new system at cut-over.

In this article, the experts at ERP Advisors Group will break down the top 7 tips for successfully training your users and ensuring system adoption during an ERP implementation.

What is User Training

User training is one of the most important parts of any software implementation. It is the process of empowering end users to utilize the new software solution and making sure they can perform their day-to-day jobs without disruption. This encompasses all areas of preparing your team to use the new system, including tasks like documentation review and system configuration testing. Users also should know when to use the system versus outside systems, and what capabilities the new platform offers.

Why is User Training Important

Without user training, your shiny new ERP will be useless and can even damage your business! Your team can successfully do all the necessary configuration and data migration for your implementation, but it won’t matter unless they know how to use the new system. Users MUST understand the new software and be able to efficiently execute their day-to-day processes that keep the business running.

Common Pitfalls to User Training

There are many common pitfalls that businesses face when approaching user training. These include:

• Lack of Proper Preparation and Planning: User training, in most cases, occurs closer to the end of the implementation. At this point, configuration of the system is nearly complete, which allows for training to be top of mind with a system similar to the one they will be working with every day. Many businesses fail to plan in advance for user training and it becomes an afterthought, especially because it occurs so late in the process.
• Choosing the Wrong Training Model: Training varies across different types of businesses and business cultures. Many businesses will accept common training practices or formats suggested by their implementation partner or peers without considering how their team will respond. Keep your team’s work and learning style in mind as you create your training plans.
• Not Considering Required Documentation and Materials: A lack of planning around documentation and materials can lead to your larger team being unprepared for training. Without documenting how processes are completed in the new system, end users will have nothing to refer to if they have questions.
• Failing to Clearly Establish Team Responsibilities: If nobody knows they should be creating training materials or heading the training process, it will not get done! Businesses who fail to establish team responsibilities while planning for training are often left confused when the time comes to start the process.
• Not Integrating User Training into a Larger Change Management Plan: User training is a complex and involved process that should be treated as a larger change management exercise. Ensuring your employees can use the system properly is one of the most important parts of the implementation and it is critical to take note when users are not engaged in the process.

Above all, dedicating time to consider these pitfalls and prepare for potential outcomes is the most important and valuable approach your team can take. Businesses who let user training “slip through the cracks” will face complications later in their implementation and could be forced to push their go live date.

What Factors Impact How Your Business Should Approach User Training?

As a result of its key role in the implementation, there are many factors that can shape user training and how it is approached from business to business. Unique requirements and internal factors change the look of the training process and model. Some of the major factors that can impact user training include:

• Unique Individual Needs: Every business has their own way of doing things and a user base that is comfortable with that way of operating. There may be some processes that must change, and others that are essential and unique to your business’s users. Your business may also have a less than “tech-savvy” user base, which can further complicate training. These factors will impact how you determine the best approach to user training.
• Existing Training Methods: Building on those unique business nuances, there may be existing training methods that have been effective for training your end users in the past. Those successful actions should absolutely influence your overall approach to user training in any new major project.
• The Solution Being Implemented: The software solution you are implementing and the implementation partner also greatly impact the suggested approach to user training. Vendors have varying levels of materials and resources available to support user training. Some may have a training portal available where existing material can be leveraged by your business and reduce some of the workload. Others may just have templates that can be “clientized” to meet a business’s needs.
• Industry Requirements: Organizations across different industries will use their software solutions in vastly different ways. Industry-specific use cases must be considered when creating a user training plan. For example, a field services organization may need to train employees out in the field differently than those in the office. Accessing the software on a mobile device for time logging is vastly different from a finance employee working in an office. Similarly, an employee working on the shop floor for a manufacturer will need to be trained differently than a consultant working for a professional services firm.

7 Best Practices for ERP User Training

With so many factors to consider, what is the best approach to ERP user training? The implementation experts from our team have outlined the 7 best practices for ERP user training:

1. Start Planning Early 
   Even though you will not see the result of your planning until later in the implementation, start preparing your user training program as early on as possible. Dedicate the appropriate time necessary at the start of implementation to avoid being caught unprepared later.
2. Individualize the Program for Users
   Every business is different, and so are their employees. It is critical to understand how your team will respond to different types of training and then customize your approach appropriately. Research and educate yourself on the types of training available and compare that with the learning styles of your end users. Consult your team leads and listen to their feedback on how their respective teams will handle training best.
3. Advocate for the Right Kind of Training 
   Building on the previous best practice, it is important to know what kind of training is best suited to your business. Don’t just let your implementation partner decide what sort of training you should use! Implementation partners may have had success with a certain type of training in the past, but they have never implemented an ERP with YOUR business.
4. Align on Expectations 
   If you find you need support determining what kind of training to select for or knowing how to communicate that to your partner, find an independent consultant to advocate for you (like us!).
5. Apply Industry “Best Practices” 
   As part of your initial planning for user training, it is crucial to set expectations and outline expected responsibilities with your team. Assigning roles to team members who will head the training program allows them to understand what their required effort will be down the line. This way, when the time to begin user training comes, nobody will be caught off guard, and your team will be adequately prepared.
6. Document, Document, Document! 
   While there is never a “one-size-fits-all” approach to user training, you can still lean on the experiences of similar businesses that have implemented the same solution. Push your implementation partner or vendor to outline how their past clients were successful through this process and how those methods can be adapted to your unique business model! This is another area where an independent consultant or advisor can help ensure your success.
7. Maintain Training Materials for the Long Term 
   Determine what type of documentation is needed and put a plan in place to ensure that documentation is created. Efficiently creating training documentation and material will ensure that your larger team will have a smoother transition into the new system. This also gives users a tangible resource to refer to should they have any immediate questions. Make sure you assign ownership to key team members who will take the lead on ensuring documentation is created.

After you have created the proper training materials and documentation, make sure you develop a system for maintaining the assets for the long term! As your business grows and new employees are introduced to the system, it is important that they can continue to emulate any successful actions taken during initial user training.

Conclusion

Failing to consider user training during implementation is one of the leading reasons for implementation failure. Businesses must prioritize training their users adequately and strategically to set the business up for a successful future. As you begin your software implementation, carefully prepare your user training plan! The experts on our team at ERP Advisors Group can support you in creating an effective training program that matches your business’s unique needs. Schedule a free consultation with our team today!