Designers, content writers, product design leads

This user community uses standard design thinking to build creative solutions. Their training programme should appeal to their creative style. They are bringing their product brand to life through digital media so will have little time for IT training.

This audience would benefit from a blended approach giving them the option for drop-in roadshows and online learning.

Contact centre managers, customer supports, customer relations

Timing for the training of a customer services team is paramount as they need to be proficient from day one as well as carryout their BAU role. Training can be done in a blended way providing users with real customer scenarios so as to simulate what they will be expected to do post go live.

Role-play will focus heavily on the consolidation activities to mimic how the ERP solution will be used during customer interactions.

Guest services coordinators, trainee consultants, international coordinators

This audience typically has a light-touch requirement from the ERP solution but will be required to requisition goods and services as well as manage the customer’s experience.

This training should be made available through eLearning so this user community can participate in the learning event at a time which suits them.

Management accountants, finance assistants, treasurers

Timing for the training of finance users is paramount and cannot disrupt their end of month/quarter commitments. Your training programme should train on a build which will be familiar to the audience when they go live, introducing walkthroughs using your COA, approval hierarchy and data.

Classroom training is popular with these audiences, however, if the audiences are overseas, modular delivery across WebEx/Skype can be delivered in shorter durations.

HR administrators, HR business partners, line managers

HR works closely with the departmental administrators as well as recruitment. Their core system users are normally the HR administrators who will require hands-on training so they are competent for go live.

Users such as partners and line manager approvers will not require classroom training but a short session on the core benefits, their role in the process and the functionality they are required to use.