How can you ensure ERP post-sale support and training is easy to understand?

1 Assess your customer's needs

Before you design and deliver your ERP support and training, you need to understand your customer's goals, challenges, expectations, and preferences. You can do this by conducting a needs assessment, which involves asking questions, observing, and analyzing your customer's current situation, pain points, and desired outcomes. A needs assessment will help you tailor your ERP support and training to your customer's specific requirements and level of knowledge.

2 Use simple and clear language

When you communicate with your customer, whether it is through email, phone, video, or chat, you need to use simple and clear language that avoids jargon, acronyms, and technical terms. If you have to use any of these, make sure you explain them in plain English and provide examples or analogies. You also need to use active voice, short sentences, and bullet points to make your messages easier to read and understand.

3 Provide multiple formats and channels

Different customers have different learning styles and preferences. Some may prefer to read manuals or watch videos, while others may prefer to have live sessions or interactive exercises. To accommodate these differences, you need to provide multiple formats and channels for your ERP support and training, such as online courses, webinars, podcasts, FAQs, blogs, forums, or chatbots. You also need to make your ERP support and training accessible and responsive on various devices and platforms, such as desktops, laptops, tablets, or smartphones.

4 Use feedback and evaluation

To ensure that your ERP support and training is effective and meets your customer's expectations, you need to collect feedback and evaluate the results. You can do this by using surveys, quizzes, tests, or interviews to measure your customer's satisfaction, learning outcomes, and performance improvement. You also need to use feedback and evaluation to identify any gaps, issues, or areas for improvement in your ERP support and training, and make adjustments accordingly.

5 Offer ongoing support and updates

ERP support and training is not a one-time event. You need to offer ongoing support and updates to your customer as their needs change, as the ERP system evolves, or as new features or functionalities are added. You can do this by providing regular follow-ups, reminders, tips, or newsletters to your customer, as well as offering refresher courses, advanced modules, or new certifications. You also need to be available and responsive to answer any questions, troubleshoot any problems, or resolve any complaints that your customer may have.