In the last couple of episodes we’ve looked at implementation and support as part of our better user adoption series, and what it means to get the system embedded properly.

In this episode we’re going to look at ongoing support. One thing that really comes alive in a project is when people get a champion involved. By a champion, I mean is someone within the business who can take control of the system internally, understand how it works, understand the processes, understand the users and then become a big advocate for the system. What that means is that you have a person internally to champion what you’ll do with the system, like a super user.

This means that all of the other users can go to this person and ask questions

How do I do this?
What happens when I click this button?

Whilst training sets the foundation for how the system should be used, ongoing support and having a champion in your business – is crucial. So, if you can identify the person who’s already an advocate of what you do in the business. Someone

Who is good with systems
Who can get on with people really well
Who people feel comfortable going to discuss things with

If you bring them into that role they now have a new level of power in the business and responsibilities to change things and influence how the project goes in the future.

So support is all about making sure that user adoption increases and gets as high as it can do. Loads of the projects we see that the team deal with often suffer with poor user adoption when we pick up business from other companies, where things didn’t go quite right. We always build that champion into the support process to make sure that your business works as well as it can do now and in the future.