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How can you keep customers up-to-date with ERP system changes?

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Keeping your customers up-to-date with ERP system changes is crucial for maintaining their satisfaction and loyalty. ERP systems are complex and dynamic, and they often require updates, upgrades, or modifications to improve performance, functionality, or security. However, these changes can also affect your customers' workflows, processes, and data. Therefore, you need to communicate effectively with them before, during, and after any system change to ensure a smooth transition and avoid confusion, frustration, or errors. Here are some tips on how to do that.

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1 Understand the impact

Before you implement any ERP system change, it is essential to assess how it will affect your customers and their operations. Consider the scope and magnitude of the change, such as if it is a minor patch, a major upgrade, or a custom modification, and how many customers will be affected and to what degree. Additionally, evaluate the benefits and risks of the change in terms of performance, functionality, and security. Furthermore, consider the timing and duration of the change; will it cause any downtime or disruption to your customers' activities? By understanding the impact of the system change, you can plan and prepare accordingly, as well as inform your customers of what to expect and how to cope.

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Balaji Parsewar

Senior Manager & Solution Architect | Driving S/4HANA Innovations | Expert in SAP SD & LE-TRA
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Some practical things to keep in mind: - Share the Upgrade & Maintenance Schedule with the customer well in advance - Customer must be aware of maintenance windows for Scheduled Downtimes - One day before the gentle reminder will help the customer a lot - If possible, plan these system changes on weekends so the impact can be minimized

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Walid Al-Yousef

Digital Project Manager | Senior Web Developer
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First, update should be needed by customer. Second, It should be announced if it is major upgrade or informed afterwards if it is minor one. ERP system should have a change-log where customer can follow up and discuss with you if any problem happened after the update.

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Gerard Campillo Madrid

Ayudo a las empresas en lo más importante, las personas. En Starda ofrecemos tecnología y servicios para llevar a las empresas y las personas a otro nivel. #HR #HCM #HXM
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Es importante conocer el impacto de nuestras actualizaciones para planificarlas. A veces son actualizaciones menores que se pueden introducir sin comunicar de forma expresa y a veces cuando son más notorias y afectan a más usuarios hay que hacer un plan de comunicación.

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Anna N.

Co-founder @WebHR @HireSide @pay.day | HR Tech Wizard ??♂? | Linking talent & innovation | Award-winning Team Builder | 'Best Coffee Break Organizer' | ?? Write Less, Do More | 90's music fan ??" and an AI enthusiast
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Getting the word out about ERP system updates? Here's the bold way to do it. First off, blast out emails that are sharp and to the point. No beating around the bush – just the meaty bits of what's changing. Your website or blog? Turn it into an update HQ. Keep it loaded with fresh, accessible info on all the latest tweaks and transformations. When it's time for a major overhaul, don't just tell your customers – show them. Fire up some dynamic webinars or online sessions for a live demo of the new features. And hey, don't underestimate the power of a well-timed social media post. A few words there can catch more eyes than you think. For the smaller stuff, a nifty in-app notification gets the job done cleanly and efficiently.

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2 Communicate proactively

Communication is essential for keeping your customers informed of ERP system changes. You should communicate with them through multiple channels and at different stages of the change process. As soon as possible, preferably at least a week in advance, inform your customers of the upcoming change. Explain why it's happening, its purpose and benefits, and how it will affect them. Also provide a clear timeline and schedule of the change, as well as any instructions or recommendations they need to follow. It's important to remind your customers of the change a day before and on the day of the change, confirming all details and expectations. During and after the change, update your customers on its progress and status. Let them know if there are delays or issues, how you are resolving them, thank them for their patience, and ask for their feedback or questions. By communicating proactively with your customers in this way, you can build trust and rapport while ensuring they are aware and prepared for the system change.

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Alex ?? Moiseyev (Moses)

My mission is your success. | Built & Sold a $225M Business - Lost it all - Rebuilt it | Now sharing 40 years of hard-earned wisdom in business and self-mastery.
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Foster optimal ERP utilization by conducting regular training sessions for your team. Provide ongoing support to enhance their proficiency, empowering them to leverage the system’s full potential for streamlined and efficient business processes.

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Gerard Campillo Madrid

Ayudo a las empresas en lo más importante, las personas. En Starda ofrecemos tecnología y servicios para llevar a las empresas y las personas a otro nivel. #HR #HCM #HXM
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La comunicación es esencial porque gracias a ella le podremos dar valor a nuestras actualizaciones y contratos de mantenimiento si explicamos a los clientes como trabajamos para ayudarles día a día.

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Dany Capodieci

Fractional Sales Leadership | GTM Strategy & Outbound Sales Execution | Helping Founders Scale from Founder-Led Sales to Repeatable Revenue ??
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This is only scalable and manageable through automation. Build automation into every aspect of communication and incorporate a digital end user acknowledgement record in the CRM. When communicating large scale changes, automate bulleted summaries that explain how the end user is impacted. Also tell the readers the bulleted list was curated for relevancy and advise where to find the complete list of detailed updates for those who want every detail. If you're working with external customers and have revenue to secure, factor in sales engagement automation when there are impact concerns. Yes, sales will push back on these activities, but remind them this is an opportunity to head off customer sat issues that ultimately impact revenue spend.

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3 Provide training and support

Another way to keep your customers up-to-date with ERP system changes is to provide them with adequate training and support. Depending on the nature and complexity of the change, you may need to equip them with training materials such as manuals, guides, videos, or webinars which explain the new or modified features or functions of the system. Live or recorded demonstrations or Q&A sessions can also be offered to show them how to use the system effectively and efficiently. Support resources like FAQs, help desks, chatbots, or forums can be provided to answer their common or specific queries or issues regarding the system change. Moreover, phone, email, or online support can be offered to assist them with any technical or operational problems or challenges they may encounter. Additionally, feedback mechanisms like surveys, reviews, or testimonials should be available for customers to share their opinions, experiences, or suggestions regarding the system change. Furthermore, usage, behavior, or performance data can be monitored and analyzed to identify any gaps, errors, or improvements in the system. Through these efforts you will be able to enhance your customer's knowledge and skills and ensure that they are satisfied and comfortable with the system change.

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Gerard Campillo Madrid

Ayudo a las empresas en lo más importante, las personas. En Starda ofrecemos tecnología y servicios para llevar a las empresas y las personas a otro nivel. #HR #HCM #HXM
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La formación y soporte es esencial para el éxito de cualquier solución y más incluso cuando hablamos de un ERP. Por más sencilla que parezca la solución siempre es importante que el equipo de custom success se asegure que el usuario final la utiliza adecuadamente y la satisfacción sea la esperada.

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4 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?

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Arthur Scholten

Business Development, Innovation and Market Entree consultant.
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When the change is initiated by the users themselves it will be a lot easier to manage the change. In other cases it might sound good to involve the user group, but be aware that the user group will have an opinion. What are your options to deal with this opinion. When you can't change things anymore, top-down is the typical strategy.

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How can you keep customers up-to-date with ERP system changes?

1

2

3

4

1 Understand the impact

2 Communicate proactively

3 Provide training and support

4 Here’s what else to consider

Technical Sales

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How can you keep customers up-to-date with ERP system changes?

1

2

3

4

1 Understand the impact

2 Communicate proactively

3 Provide training and support

4 Here’s what else to consider

Technical Sales

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