How can you balance stakeholder expectations for ERP user support?

2 Define the user support strategy

The next step is to define the user support strategy that will guide your actions and decisions regarding how to provide user support for the ERP system. This strategy should include objectives and scope, such as what types of issues, questions, and feedback will be addressed, as well as the level of service and quality offered. Additionally, consider the user support channels and methods, such as online help, FAQs, manuals, tutorials, videos, webinars, forums, chatbots, email, phone, or in-person assistance. Furthermore, you should plan for the resources and tools needed to deliver user support: staff, budget, time, software, hardware and infrastructure. Lastly, it’s important to set user support metrics and evaluation to measure effectiveness and efficiency of user support. Collecting and analyzing user feedback and data is also essential.

3 Communicate the user support plan

The third step is to communicate the user support plan to the stakeholders, both internally and externally. This means informing them about the user support strategy, the user support channels and methods, the user support resources and tools, and the user support metrics and evaluation. Communication is essential to ensure that the stakeholders are aware of what to expect from user support, how to access it, how to use it, and how to provide feedback on it. Communication also helps to build trust, rapport, and collaboration between the user support team and the stakeholders, and to address any concerns, questions, or suggestions they may have.

4 Deliver the user support services

The fourth step is to deliver the user support services according to the user support plan. This means providing user support that is timely, accurate, relevant, consistent, friendly, and helpful. It also means following the user support standards and procedures, using the user support tools and resources, and applying the user support best practices. Delivering user support services also involves adapting to changing user needs, preferences, and expectations, and resolving any issues or conflicts that may arise.

5 Monitor and improve the user support performance

The final step is to monitor and improve the user support performance based on the user support metrics and evaluation. This means collecting and analyzing user feedback and data, such as surveys, ratings, reviews, comments, queries, complaints, suggestions, usage statistics, satisfaction scores, and impact indicators. Monitoring and improving user support performance also means identifying the strengths and weaknesses of user support, the opportunities and threats for user support, and the gaps and areas for improvement. Based on these insights, you can make adjustments, modifications, or enhancements to your user support strategy, plan, services, or resources.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?