When an ERP Implementation Doesn’t Include Appropriate Training

What can you do when your users struggle to use Dynamics 365?

Recently, I have been involved with two clients who implemented new ERP systems just over two years ago. In both cases, the training that was provided at the point of go-live was extremely limited and the documentation that was given to the client was either non-existent or based around a generic implementation rather than the fully configured client system.

My interaction with such a client usually begins with a telephone call to try and determine the main issues, productivity pinch points or bugbears with the system. This tends to develop into a series of emails collated from department heads with a list from each department.

Once this list is established, the next step is to visit the client and take two or three days working through these lists with the department heads, looking at ways to improve the way in which the system is being used. With over 15 years of Microsoft Dynamics ERP experience working with many clients, I have seen many solutions to many issues and I bring that experience to bear on the issues faced by the current client.

These issues tend to fall into four categories:

Basic system use

Very often, users have not been shown the basics of the system and, although this sounds strange, looking at system navigation, effective filtering techniques and the use of views, workspaces and alerts can often solve many problems.

System functionality unknown

This is usually when the client has found their own way of doing something because they were never shown what the system can actually do. A great example is when a purchase order is created and a delivery warehouse set. A client we worked with was editing that warehouse before the goods receipt was entered. This required re-approval of the purchase order. However, it is possible to change the warehouse at the point of goods receipt. The client was just unaware of how. It was a simple fix.

Minor changes required

Sometimes, a minor change can have a major difference. For example, a client had issues with incorrect purchasing categories being entered on purchase requisitions. This meant that on a monthly basis, they were reviewing every general ledger post which was taking a long time. Modifying the approval workflow to include an accounts payable sanity check would negate the need for such a monthly check streamlining month-end processing.

Major changes required

Occasionally, there is no simple fix and the recommendation is for a system developer to make more significant changes, however this is a very rare scenario.

As a result of these sessions, clients feel better equipped to move forward, users become more engaged and more positive about Microsoft Dynamics 365 and productivity improves.

Geof Hillier has been a Senior Training Consultant at Optimum for nearly 20 years, supporting hundreds of ERP projects across the globe. For more information on our training solutions, contact Optimum today.

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