Beyond the software: the human side of ERP

Implementing a powerful ERP system such as NetSuite is a major milestone for any growing business. It promises streamlined workflows, better reporting, real-time insights, and scalable operations — all essential for staying competitive in today’s fast-moving business environment. Yet despite these benefits, many ERP projects fail to deliver their full potential. Why? Because ERP success isn’t just about the software; it’s about the people using it.

Even the most sophisticated system can sit underutilised if employees aren’t properly trained, motivated, or supported. This is where user adoption comes in: ensuring your team confidently and consistently uses the ERP system in ways that drive tangible business outcomes. When adoption is low, organisations face wasted investment, inefficient workflows, and missed opportunities. On the other hand, when employees embrace the system, ERP transforms from a tool into a catalyst for growth, efficiency, and smarter decision-making.

Why User Adoption Matters

User adoption refers to how effectively employees embrace and use a system in their daily work. It goes beyond simply logging in; it’s about using the tools correctly, consistently, and proactively to improve processes, make better decisions, and contribute to organisational goals.

An ERP system can centralise workflows, improve reporting, and provide real-time insights — but these benefits only materialise when users actively engage with the software. Poor adoption can result in:

• Errors and inefficiencies: Employees may revert to old spreadsheets or workarounds, leading to inconsistent data and wasted effort.

• Wasted investment: Implementation costs and licensing fees do not translate into measurable business value if the system isn’t fully utilised.

• Missed insights: Without accurate data entry and regular use, dashboards and reports become unreliable, limiting strategic decision-making.

Simply put, a powerful ERP is only as effective as the people who use it every day. Investing in adoption ensures your team leverages the full potential of the system.

Common Barriers to Adoption

Even the most capable employees can struggle with new ERP systems if potential obstacles aren’t addressed. Understanding these barriers is essential for preparing your team and driving adoption:

1. Resistance to Change
   Humans naturally resist change, especially when they feel their routines or comfort zones are threatened. Employees may worry that a new ERP system will slow them down, make their jobs harder, or even replace their current workflows. Overcoming resistance requires clear communication about the benefits of the system and how it will make their work easier, not more complicated.

2. Insufficient Training
   Training is more than a one-off session; it must be role-specific, practical, and reinforced over time. Without proper training, users may feel lost, overwhelmed, or frustrated, which can reduce confidence and slow adoption.

3. Complex Workflows or Processes
   ERP systems often introduce new processes and requirements that differ from previous methods. If these workflows are confusing, overly complicated, or not tailored to real-world tasks, users may bypass the system entirely, relying instead on old habits.

4. Poor Communication and Change Management
   Employees need to understand why the change is happening, not just how to use the system. When goals, expectations, and benefits aren’t communicated clearly, adoption suffers, and users may view the system as an unnecessary burden rather than a tool for success.

5. Lack of Ongoing Support
   Adoption isn’t a one-time effort; it requires continuous guidance, troubleshooting, and reinforcement. If users encounter challenges without accessible support, their confidence can erode, and they may revert to old methods.

6. Perceived Lack of Value
   Employees are more likely to engage if they see tangible benefits in their daily work. If the system doesn’t feel relevant or helpful to their role, motivation to use it consistently will drop.

Recognising these barriers early and actively addressing them is key to creating an environment where ERP adoption can thrive.

How to Equip Your Users for Success

Equipping users with the right tools, knowledge, and confidence is the key to ERP adoption. Here are proven strategies:

1. Comprehensive Onboarding

Role-based onboarding ensures each team member understands how the system fits into their daily responsibilities. Hands-on workshops and live demonstrations help employees gain practical experience and build confidence, reducing the risk of mistakes and frustration.

2. Accessible Learning Resources

Provide a variety of learning materials such as guides, video tutorials, cheat sheets, and FAQs. Accessible resources allow users to find answers quickly, enabling self-paced learning and minimising downtime.

3. Empower Superusers

Identify “ERP champions” within each department who are trained to troubleshoot issues and mentor their peers. Superusers act as internal advocates for the system, fostering confidence and creating a sense of shared responsibility across teams.

4. Continuous Feedback Loops

Encourage employees to provide ongoing feedback about workflows, reporting, and system usability. Regular surveys, focus groups, or one-on-one check-ins help identify pain points, allowing the organisation to refine processes and training continuously.

5. Celebrate Wins

Recognise and reward users who effectively adopt the system, meet data quality standards, or improve processes. Highlighting success stories motivates others and reinforces the value of the ERP system.

Measuring Adoption and Success

Tracking adoption ensures your ERP delivers real value and helps identify areas for improvement. Key strategies include:

• System usage metrics: Monitor how frequently users log in, which modules they use, and whether data is entered correctly.

• Accuracy and completeness of data: Ensuring reliable data in your ERP is a clear sign of effective adoption.

• Employee feedback: Collect feedback through surveys, focus groups, or informal check-ins to understand frustrations and suggestions.

• Business outcomes: Compare performance metrics before and after ERP implementation, such as reduced manual processes, faster reporting, or improved decision-making.

Measuring adoption not only identifies gaps but also allows you to demonstrate the tangible benefits of the ERP investment to stakeholders.

Building Confidence Behind the System

ERP success isn’t just about software — it’s about empowering the people who use it every day. When employees are trained, supported, and engaged, ERP becomes a tool for efficiency, insight, and growth rather than a complicated system that sits underutilised.

At Ogg, we don’t just implement ERP systems; we will help equip your team for success, ensuring smooth adoption, confident users, and measurable results. Because a successful ERP is only as strong as the people behind it.

👉 Ready to make your ERP work for everyone?
Book a consultation today for a free system review—and let us create strategies that align people, processes, and technology tailor-made for your goals.