As a former end user turned consultant with 25 years of experience, I’ve learned that an open, honest relationship with the customer is crucial for a successful Go-Live. Customers often start an implementation with little to no knowledge of what the next few months will bring. On top of their daily tasks, they are asked to gather and clean data, complete configuration packages, and learn new processes. If expectations aren’t clear from the beginning, customers can quickly become overwhelmed and resistant to adopting Business Central. This makes the transition from customer to end user feel like a rocky road—and I’m not talking about the ice cream.
Here are five quick tips to help smooth the way to an "End User Easy Street":
- Are We Speaking the Same Language?
Customers don’t always use the same terminology that consultants use in Business Central. I’ve found that taking the time to understand their processes and terms helps customers feel heard and respected. Translating their terminology into Business Central terms allows them to draw connections and more easily grasp the system.
- Simplify That Config Package!
Out-of-the-box Configuration Packages can be overwhelming. With so many rows of data to fill in, customers often don’t know which columns are required and which can be left blank. By reviewing the necessary columns together, highlighting key areas, and creating a data example, you can simplify the process and reduce frustration.
- How Many Steps Does It Really Take?
Consultants often run through Key User training and User Acceptance Testing (UAT) lists quickly, not realizing that customers will be performing these tasks daily. I’ve learned to pay attention to the number of steps in each process and look for ways to consolidate clicks, shorten processes, and reduce the overall workload for customers. This streamlining reduces unnecessary stress during implementation.
- Speaking of UAT … Is It for Us or Them?
The User Acceptance Training checklist is a great tool, but are we using the customer's data to train? When you use their familiar data—orders they recognize, vendor names they know, and purchase items that make sense—the "acceptance" part of UAT becomes much easier for them.
- How Am I Driving? It’s Not Just a Bumper Sticker.
Always ask the customer what else you can do for them. If you know of applications that streamline processes, share that information. If you know of a solution, even if it’s outside of Business Central, offer it. Let the customer decide if they’re interested.
In conclusion, transitioning customers from uncertainty to confident end users is no small task. But by paving the way with clear communication, thoughtful guidance, and a genuine partnership, it’s possible to lead them down the path to "Easy Street." Simplifying processes, using familiar language, and prioritizing their needs makes the journey smoother and more rewarding for everyone. By investing in this approach, we not only ensure a successful Go-Live but also build lasting, positive relationships that truly benefit all involved.