After what may seem like a long, but hopefully successful journey, you can finally start to see the light as your go-live date approaches. But we’ve got news. That light is the beginning of a whole new journey for you and your team! It would be nice to sit back and watch your new CRM or ERP system flourish on its own, but in reality, it takes work to ensure your users are properly adopting to the new technology. If your company experiences user adoption issues from inadequate support, lack of system optimization or process/performance problems, then what was the point?
According to Gartner and KPMG Studies, 50% of ERP implementations fail and of those failures, 87% are because of user adoption issues, not software technology issues. And for CRM, the data is not much different. User adoption can be the biggest obstacle to overcome to achieve your business goals. Time and effort involved in training and facilitating user adoption is critical for businesses to reap the benefits of their new technology. In order to avoid user adoption challenges, understand what your team’s constraints are BEFORE you implement the software and then tailor the software to address those specific problems.
Whether or not your new system has efficient support could also be a big make or break for the future of your new system. Who will users call when they have questions or issues? With a system like Microsoft Dynamics 365, most organizations setup a tiered system, with a select group of internal staff handling common questions. When the key internal Dynamics 365 support staff don’t readily know the answer, the question is escalated to tier-two support, which can be managed internally or externally. Other companies find that outsourcing application support, to a partner solution like MCA Advantage, is a better use of their resources and can help their employees feel empowered and continually educated.
Outside of maintaining your system itself, your technology team needs to understand all of the layers - from the database to operating systems to web browsers - and understand the impact that changes may have on the system. Your system will need regular updates to enhance the functionality and security of the system and your team will need to be well versed on how the updates work. Separate from user support, a project management team needs to track and prioritize feature requests and keep on top of more complex ongoing support issues. As your system becomes more familiar and useful with the updates, users will find new opportunities for process and performance improvements. You’ll want to capture and prioritize these requests.
The Role of a Partner
The relationship you have with your software implementation partner can take on various forms. Some partners focus primarily on the initial implementation and training but aren’t staffed to support and maintain the system long-term. Other partners solely focus on assisting with system updates and support tickets. But there are some partners out there, like MCA Connect, that deliver the best of both worlds. Our goal is to help you advance your business through services like strategy, implementation, training, and managed services.
Whether your implementation took weeks, months, or even years, and your go-live date is soon, don’t dust off your hands just yet. There will be some challenges ahead and we want to make sure you’re prepared! Contact us if you have a question or just want to talk, we’re happy to chat!
Author: Andrew Martin, Managing Director of Managed Services
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