Too many users feel ignored because nobody owns the problem. It’s that simple. Here’s what needs to change: 1) Accountability and SLAs: Every ticket needs an owner, and internal teams need clear SLAs. No excuses. and If they are overwhelmed it is a clear sign we have something wrong. It may be a symptom of a "lack of training" or "process gaps". Address that. 2) Priority Clarity: Not every issue is a five-alarm fire. Set clear expectations, users need to know what’s critical and what’s not. Otherwise, they will create a bottleneck for IT. 3) Smooth Handoffs: IT teams must stop passing the buck. Urgent issues? Get them to the right people fast. Fix this, or users will keep feeling unheard. End of story.

To ensure ERP users feel their feedback is valued, the key is shifting from reactive support to proactive engagement. Start by creating dedicated feedback channels and involving users in regular system improvement discussions. Show quick wins by addressing smaller issues promptly, while keeping users informed about larger changes in progress. Most importantly, align IT goals with user needs by actively listening and demonstrating that their input drives meaningful action. This fosters trust, collaboration, and ultimately, a more user-centered ERP system.

ERP user feedback needs to be documented somewhere for follow up and improvement of the ERP system. A 24/7 self-service ERP knowledge portal can fulfill this purpose. Various facilities like discussion forum, constantly updated list of frequently asked questions with answers, ERP manual, training video and idea management system can help to continuously improve business processes with the ERP system by taking into account the constructive suggestions of ERP users and other stakeholders.

To ensure ERP users feel their feedback is valued and acted upon, implement a structured feedback loop. Regularly survey users and hold periodic feedback sessions to gather insights on their challenges. Assign dedicated account managers or user liaisons to prioritize and escalate concerns. Use issue-tracking systems to ensure transparency, giving users visibility into the status of their reported problems. Provide timely updates on resolutions and improvements. Encourage collaboration between IT and users to develop solutions, fostering trust and making users feel heard and supported.

For users of an ERP system to feel satisfied and appreciated, a structured mechanism for collecting their feedback must be instituted. The use of both regular surveys and focus groups can illuminate not only user experiences but also their grievances. While user grievances may seem like a downer, they serve an important function. Grievances can help guide organizations in making choices that will improve users’ lives and in effect will make systems more user-friendly and valuable. The use of these two techniques, surveys and focus groups, better reflects the image of an organization that is interested in what its users have to say.