ERP Implementation Best Practices 2025: Early Key User Involvement & Communication

Why Key User Engagement Matters

Selecting Key Users for Project Success

ERP projects impact core business operations, which means involving the staff who use these processes daily is critical. Nominating key users at the project’s outset ensures system designs are grounded in real operational realities. This early engagement fosters ownership, reducing change resistance and enhancing user adoption.

Early Stage Involvement: From Workflow Identification to Reality Checks

Key users participate in initial workshops where they map critical workflows and uncover bottlenecks. Collaborating with them to create or validate RACI (Responsible, Accountable, Consulted, Informed) matrices clarifies roles around the new system. Usability testing during this phase helps verify that the ERP aligns with their daily work, turning users into proactive change agents.

Mapping and Validating Critical Workflows

Co-Creation of RACI Models

Building a RACI model collaboratively with key users promotes transparency, clear responsibility, and smooth project execution. It mitigates confusion around task ownership as processes evolve with the ERP rollout.

Usability Testing as Change Agents

Incorporating repeated usability testing based on key user feedback helps identify system gaps early, enabling iterative improvements. This approach accelerates adoption and increases end-user satisfaction.

Building Two-Way Communication Channels

Mechanisms for Continuous Dialogue

Establish open communication channels such as forums, regular feedback sessions, and dedicated platforms to encourage constant dialogue between project teams and end users. Transparent communication fosters trust and ensures emerging concerns or ideas are promptly addressed.

Listening and Adapting for Long-Term Adoption

A culture that listens and adapts based on user feedback transforms ERP implementation into a continuous improvement journey, rather than a one-time deployment. This nurtures lasting buy-in and supports evolving business needs.

Best Practices for Sustainable ERP Adoption

• Secure visible leadership sponsorship to demonstrate the project’s importance.
• Nominate key users from all essential business functions—not just IT.
• Co-create detailed workflow maps and RACI matrices with key users.
• Conduct thorough usability testing with key users throughout the project.
• Maintain open, two-way communication channels for user engagement and issue resolution.

ERP is more than a system installation; it becomes the backbone of your organisation’s operational excellence and collaboration. Engaging key users early and treating them as partners in the change process ensures that your ERP delivers tangible benefits and a sustainable return on investment.