What's the best way to choose ERP user training and support tools?

Indeed, understanding unique organisational needs is the first step in the selection process. Each organisation has a different culture, learning styles, and a varied level of tech-savviness. For instance, a company with a younger, more tech-savvy workforce might benefit more from video-based training, while an organisation with employees not as comfortable with technology might prefer traditional classroom training or printed manuals. Similarly, organisations with teams distributed globally may find value in web-based, on-demand support tools. Analysing these aspects can help you choose the most effective training and support tools.

One key point that I’ve learned in ERP world is: know your customer. Who need the training? Which is the main activity performed everyday?People in the company are process-oriented or functionality-oriented? These looks like very simple questions but knowing the routines, skill, or location of people in the different department allow to create a training plan effective and smart. For instance flowchart and manuals could be fit for business analyst or accounting team, while video or cheat-sheet could be perfect for manufacturing and maintenance people directly on the field with wearable devices. The goal is sharing the knowledge, and let the users be ready for the day one of the new ERP, so it’s crucial an hybrid approach customer oriented.

Before choosing the best ERP System users should be able to assess their needs in terms of business process and have the right attitude to change and evolve. It doesn’t make any sense to change an ERP just to replicate the existing situation.

In our experience as ERP Training experts, it all begins with the CIA (Change Impact Assessment) from this a Change Management and Training strategy is born. Once the strategies are agreed a Training Needs Analysis is performed, the analysis will cover; Users, Roles, Learning Modalities, Desired Outcomes, Course Outlines, Geographical Challenges, Language Requirements and a Training Plan to mitigate these issues. Within this training plan would also be a measurement plan to gauge the success of the training and how the change was received. Following this an ongoing support and enhancement strategy should be employed, as training is not only for go live. The BAU stage is equally as important, especially when employing SaaS.

Choosing ERP user training and support tools requires a well-considered approach to ensure that your organization's users are adequately prepared to use the ERP system effectively. Here's a step-by-step guide to help you make the best choice: Assess Training Needs Define Training Objective Consider Learning Styles Evaluate Vendor Training Resources Third-Party Training Tools Features and Functionality User Accessibility Scalability and Customization Integration Support and Updates User Feedback Cost-Benefit Analysis Pilot Testing Training Strategy Feedback Mechanisms Continuous Improvement

The market offers a wide array of ERP training and support tools, each catering to different needs and budgets. To make an informed decision, consider the usability, ease of understanding, and practical applicability of each tool. For instance, videos and simulations can provide hands-on experience, making them a valuable choice for complex processes. On the other hand, chatbots and help desks can provide immediate assistance for quick queries. Remember, your choice should not only depend on cost and accessibility but also on the quality of content and its relevance to your users' needs.

The good point is that you have 'options'. In my opinion, you must check what options are available from your ERP vendor for a seamless experience. Specially in today's context of SaaS ERP solutions you need to ensure the content never loses its currency. Pre-built content, always current with the SaaS updates will save you big time over the years in money and effort. Also ensure the tools cover the range of classroom (physical or virtual)-like experience of interactive sessions, complemented by digital content that is available at a time of your convenience, and finally end-user hand-holding through in-app guidance and navigation.

People learn differently, this is very true. When looking for tools I look for a diverse offerings that are inexpensive. Because people learn differently I believe it is important to try to get the team together, whether online or in person (in person is better but not always possible). Each team member will bring a different perspective and end up teaching each other more than any of the tools put together can teach. The team also should be diverse in age, experience and job duties.

The key metrics to employ when selecting the training methods should be based around ROI and how the tools fit within the overall strategy. Ease of use and maintenance are vital, along with standardisation and contextualisation. More and more, users require just-in-time support post go-live, therefore DAP (Digital Adoption Platforms) can bring huge value. For the professional user community an instructor led training (ILT) is in our experience the most valued method of training, while self-service users tend to benefit more from Video, eLearning and simulations. Of course, with all of this budget is a key factor. Our recommendation is that 4-5% of an ERP implementation budget should be allocated to training.

Testing the tools is a critical step in the selection process. This step ensures that the tool not only provides the information needed but does so in a way that's easy for your employees to understand and utilise. Getting feedback from a cross-section of potential users, including those from different departments and levels of seniority, can provide valuable insights. Look out for potential hiccups in the learning curve or interface intuitiveness, which could be critical to successful implementation.

It is common sense to preform a full due diligence on any new tools. It would be prudent to involve the training team in this selection process as well as key internal stakeholders.

The implementation process involves not just setting up the tools but ensuring a smooth transition for your workforce. It's critical to clearly communicate why the new tools are necessary, how to use them, and what benefits they bring. To make the learning process more engaging, consider using a blend of different training tools. Encourage participation by setting up reward systems or competitions. Providing user-friendly, easy-to-access resources can go a long way in ensuring a successful adoption of new ERP user training and support tools.

Evaluating the effectiveness of your chosen tools is as important as the selection process itself. This is a continuous process, where regular user feedback can provide insights into any challenges faced, the usefulness of the tools, and areas for improvement. Remember, the goal of these tools is to enhance user proficiency and productivity, so regularly assessing their effectiveness is essential.

One crucial factor to consider is scalability. As your organisation grows, your ERP system and its corresponding training and support tools will need to evolve as well. Ensure the tools you choose are scalable, able to handle increased users, and adaptable to the evolving needs of your organisation. Additionally, consider the reputation of the vendor, the quality of their customer service, and their ability to provide timely updates and improvements to their tools. The right choice is not only a tool that meets your current needs but one that can grow with your business.

Support needs to extend throughout the Implementation process as well as the Business-as-usual phases. While many businesses are adopting SaaS ERP solutions, there is sometimes inadequate understanding of how much the SaaS vendor would do. While the SaaS model requires the vendor to do lot more than the traditional on-premise vendors ever did, the organisation itself will have to take charge of various functions like Support for your end-users, Integrations with other legacy solutions, Release management and adoption of new features and capabilities, etc. Do not underestimate these tasks, and do consider your options of managing these in-house or with support from external service providers, including your SaaS vendor.