What do you do if your ERP implementation is not meeting customer satisfaction?

Most ERP Implementation projects turn sour when client satisfaction drops after "wheels up", creating an uneasy atmosphere within the Project Team. Receiving and processing feedback meaningfully and continuously through out the project allows a Project Team to steer towards milestones faster by enabling "course correction". Feedback should not only be limited to the client but should be opened up to the project team as well, allowing the "Executive Sponsors" from both sides to address and manage issues both reactively and proactively. Customer dissatisfaction points on an ERP project is more common that one would think, assessing feedback allows project team to convert adversities in to value delivery points overcoming pain points.

Any ERP implementation project is deemed fail if it does not meet customer satisfaction or needs. This means that the business requirements and pain points in the business processes have not been addressed properly. The project developement team and BPO/end users are not aligned. It leads to process gaps due to lack of communication among the business stakeholders. The best way to overcome this issue is to collaborate with relevant stakeholders such as project team, business process owners and end users. The objective is to streamline the end to end business processes (P2P, O2C, etc) by addressing the pain points across different business functions (such as finance, procurement, sales, etc)

If your ERP implementation is not meeting customer satisfaction, it's crucial to assess feedback from the customers to understand their concerns and areas for improvement. Start by gathering feedback through surveys, interviews, or direct conversations with customers. Listen attentively to their feedback, paying close attention to their specific pain points and suggestions for enhancement. Analyze the feedback to identify common themes or recurring issues that may be impacting customer satisfaction. Take prompt action to address these concerns, whether it involves refining processes, providing additional training, or making necessary adjustments to the ERP system.

Start by gathering feedback from your customers regarding their experience with the ERP system. This could be through surveys, direct communication, or analysis of usage data. Understanding their pain points and concerns is the first step towards improvement.

The success rate of ERP implementations significantly decreases with excessive customization. We've encountered similar situations before, and what we've learned is the importance of transparency with clients. When using any framework, it's crucial to be upfront about its limitations, especially when dealing with highly customized requirements. It's essential to select the appropriate framework solution based on the client's budget and needs, highlighting potential pain points from the outset. Unfortunately, some vendors make empty promises without fully understanding the client's requirements, which often results in delivery failures or client dissatisfaction.

If your ERP implementation isn't meeting customer satisfaction, It's always best to evaluate & understand both sides of the story (Customer and the solution team) Open communication and active listening can help in acknowledging the concerns probably even validating their frustration and showing empathy for the challenges they're facing. With good communication, you can even Identify the root cause of the issue provide a solution based on the severity and work towards a Corrective Action Plan. Remember, open communication, collaboration, and a focus on solutions are key to turning things around.

Once you have collected feedback, delve into the root causes of dissatisfaction. Identify specific areas where the ERP system is falling short and assess the extent of the impact on customer satisfaction.

Analyze the feedback collected to identify recurring themes, root causes of dissatisfaction, and areas requiring improvement. Use data analytics tools to gain insights into performance metrics, system usage patterns, and user behavior.

Thoroughly analyze the feedback received to identify underlying issues and root causes contributing to the lack of customer satisfaction. Assess factors such as usability issues, functionality gaps, performance issues, or inadequate training and support. Prioritize issues based on their impact on customer satisfaction and project objectives.

Sometimes, addressing complex issues requires specialized expertise. Consider involving ERP consultants or subject matter experts who can provide insights and recommendations for improvement.

Bring in experts with relevant experience and expertise, such as ERP consultants, industry specialists, and technical advisors. Collaborate with these experts to diagnose problems, develop solutions, and implement best practices.

Engage subject matter experts, consultants, or external advisors with specialized expertise in ERP systems and implementation methodologies. Collaborate with them to conduct in-depth assessments, diagnose problems, and develop targeted solutions to address the identified issues effectively.

Often, dissatisfaction can stem from a lack of understanding or proficiency in using the ERP system. Invest in comprehensive training programs to empower users with the knowledge and skills they need to leverage the system effectively.

Provide comprehensive training and support to users to enhance their proficiency with the ERP system. Offer tailored training sessions, workshops, and resources to address specific skill gaps and user needs. Empower users to leverage the full capabilities of the ERP platform effectively.

Provide comprehensive training and support to end-users to ensure they have the necessary knowledge and skills to effectively utilize the ERP system. Develop customized training programs tailored to the specific needs and roles of different user groups. Offer ongoing support and resources to reinforce learning and address any remaining gaps or challenges.

Based on your analysis and expert recommendations, implement necessary changes to enhance the ERP system. This could involve software customization, process optimization, or user interface enhancements aimed at addressing customer pain points.

implement targeted changes and improvements based on the findings from feedback analysis and expert recommendations. Prioritize enhancements that address critical issues and align with the organization's strategic objectives. Utilize agile methodologies to iteratively implement changes and incorporate user feedback.

Implement corrective actions and improvements based on the analysis of issues and recommendations from experts. This may involve configuring the ERP system to better meet user requirements, enhancing usability and functionality, or revising business processes to align with best practices. Ensure that changes are communicated effectively and transparently to all stakeholders.

Continuously monitor the impact of implemented changes on customer satisfaction, system performance, and user experience. Track key performance indicators (KPIs) and metrics to assess progress over time. Solicit ongoing feedback from users to ensure that improvements are meeting their expectations.

Continuous monitoring is essential to track the effectiveness of the changes implemented. Regularly assess customer satisfaction metrics and solicit ongoing feedback to ensure that improvements are yielding the desired results.

Monitor the progress of implementation changes and their impact on customer satisfaction closely. Track key performance indicators, such as user adoption rates, system usage metrics, and customer feedback scores, to measure improvements over time. Regularly review progress with stakeholders and adjust strategies as needed to address any emerging issues or challenges.

Any transformational project causes customer dissatisfaction, regardless of how smooth implementation goes. While Vendor can contribute through OCM, it is the senior management of the Client who should ultimately be involved in it. Proper communication, sitting next and providing guidance, trainings, shadowing techniques and proper project management can do miracles.