5 Reasons You Shouldn’t Forget About ERP Post Go-Live Support

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If you’ve ever been part of an ERP implementation or upgrade, you know that one of the most difficult challenges is change management of your people. One of the major reasons so many ERP implementations fail to realize their potential is because deployment teams have the tendency to get caught up in the implementation and pre go-live training, they fail to deliver on the post go-live support needed to drive change and user adoption.

  1. People Remember Very Little of What They Learn in Training
    Whether you’ve rolled out training courses, manuals, or certification exams, the bottom line is within just one week your people are going to forget 90% of what they learn. This is why your company must be prepared to deliver ongoing, real-time support end users need to navigate your system without having to go back and sift through bulky training manuals.
  2. Costly Errors Occur While Users Are Waiting for Answers
    Your support team works around the clock to keep up with tickets and deliver help as swiftly as possible, but sometimes fast just isn’t fast enough. When employees don’t have quick, self-service access to answers, they often attempt to problem solve using existing resources and usually end up “winging it”. What may seem like a minor slip up at the time can result in serious consequences to the business down the line, which is why it’s critical to have the proper tools in place to easily troubleshoot problems at the time of need.
  3. Employees Don’t Have Time to Look Through Manuals
    It’s no secret that new workflows and modules require extensive hand holding as employees begin to interact and adjust to a new system. One of the keys to limiting productivity loss during these times is to provide on-demand guidance and expertise employees can trust, not extensive courses or manuals that require employees to expend hours of their day.
  4. ERP Support is Forever
    Some of your employees are accustomed to working within an ERP, but what about your new hires or even occasional users? It’s important to keep in mind the fact that they may not be able to or even need to understand how to use your ERP system the same way your power users would. Providing ongoing, post go-live support that’s quick and easy to understand is critical to getting new hires up to speed while providing a way for existing employees to stay up to date on the latest process changes.
  5. User Challenges Need to Be Measured and Addressed
    Without a comprehensive understanding of the challenges employees are experiencing within the system, it’s extremely difficult to adequately address user needs. Post go-live training metrics around questions and support requests are crucial to ensuring your team has a way to provide better or additional training resources and prevent recurring issues from happening in the future.

What does your current post go-live support strategy look like? We’d love to hear from you and share how Kaleo can help your team capture and share expert know-how while drastically reducing support costs.

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Chelsea Levengood

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