A successful ERP go-live can become an operational ERP system failure if ongoing ERP user training or support is inadequate. For example, there can be a self-service ERP knowledge portal updated by helpdesk members who can be contacted if the required information is not found. A still unanswered query is escalated by the helpdesk to the internal ERP experts who ultimately seek help from the ERP vendor or service provider.

In my experience, a proactive approach works best. Besides regular training and a dedicated helpdesk, I’ve found that creating a user community—either through internal forums or regular Q&A sessions—fosters peer-to-peer support. This allows users to share solutions and tips. Additionally, employing a system for tracking recurring issues can help identify patterns and address root causes, improving long-term support. Combining these strategies ensures users feel supported and confident in using the ERP system.

Leverage data to drive continuous improvement. Analyze support data to identify trends and areas for improvement. Gather user feedback to enhance the overall experience. Use insights to refine support processes and boost user satisfaction. Collaborate with ERP vendors and online communities to stay updated and share knowledge.

To ensure continuous support for ERP users, I focus on proactive engagement. For instance, when a client’s team struggles with a new feature, we provide ongoing training through easy-to-understand videos and hands-on workshops. We also set up a dedicated support line for quick fixes and real-time troubleshooting. Regular system check-ups and feedback loops help us stay ahead of issues, ensuring users never feel left behind. It’s all about making the tech work seamlessly for them!

"I will ensure they get continuous support by providing open communication channels, such as technical support through phone or email, along with regular training and system updates to ensure effective use of the ERP system."