Bridging the Gap: How ERP Implementation and Change Management Teams Can Drive Successful Adoption - TOGETHER
- Ashlee Salinetro
- Mar 26
- 4 min read
A successful ERP implementation is not just about configuring software—it’s about ensuring that people embrace, adopt, and effectively use the new system. While ERP project teams focus on system design, integration, and testing, the change management team plays a critical role in preparing employees, addressing resistance, and ensuring long-term adoption.
Too often, change management is treated as an afterthought, brought in only during training or post-go-live support. However, when change management is integrated from the very beginning, organizations experience smoother transitions, higher user adoption, and stronger business outcomes.
So how can the ERP implementation team and the change management team work together effectively? Here’s a roadmap for collaboration throughout the project lifecycle.
Engage Change Management Early in Discovery and Design
Why It Matters:
The decisions made in the discovery and design phase will directly impact end users, so having a change management expert in the room ensures that the people-side of change is considered upfront.
How to Collaborate:
Include the Change Manager in Discovery Workshops to identify potential user concerns and change impacts early.
- Align on the communication strategy to ensure consistent messaging about what’s changing and why.
- Work together to define personas and stakeholder groups - understanding how different teams will be affected by the ERP implementation.
Example:
During design discussions, the Finance team requests a new approval workflow that simplifies compliance but adds extra steps for managers. The Change Manager can flag this as a potential resistance point and work with leadership to communicate the benefits early.
Align ERP Implementation Goals with Change Management Strategy
Why It Matters:
For successful ERP adoption, the technical implementation plan and the change management plan must be fully aligned. If the ERP project team is focused solely on timelines and system functionality while the change team is working on user engagement separately, critical gaps can emerge.
How to Collaborate:
- Hold joint alignment sessions between the ERP Project Team and Change Management Team to ensure synchronization of key milestones.
- Develop a Change Impact Assessment to map out how different teams will be affected and align mitigation strategies.
- Identify change champions within each department - power users who will help reinforce adoption.
Example:
The ERP team is preparing a staged rollout for different business units. The Change Management team ensures that each unit gets tailored communication and training aligned with their rollout schedule.
Incorporate Change Management into User Readiness Testing
Why It Matters:
User testing is not just about system functionality - it’s a key opportunity to assess how well employees are adapting to new processes and workflows. Without a change management presence, critical usability issues and resistance points might go unnoticed.
How to Collaborate:
- Involve Change Management in User Acceptance Testing (UAT) to assess not just technical performance but also user experience.
- Gather real-time feedback from testers to understand where confusion or resistance exists.
- Use testing sessions to reinforce training, identify gaps, and refine communication strategies.
Example:
During UAT, a group of Procurement users struggles with the new requisition approval process. The Change Team works with the ERP Team to create additional job aids and coaching sessions to ease adoption.
Partner on Cutover Planning to Minimize Disruptions
Why It Matters:
Cutover - the transition from the old system to the new ERP - is a high-risk phase where resistance, confusion, and process breakdowns can lead to delays and operational issues. A collaborative cutover plan ensures employees are prepared and that issues are resolved proactively rather than reactively.
How to Collaborate:
- The ERP and Change Teams should create a Joint Cutover Readiness Checklist, covering both technical (data migration, system access) and people (user training, communication) elements.
- Develop a Support Plan that outlines how issues will be reported and resolved post-go-live.
- Use Go-Live Communication Campaigns to keep employees informed and engaged.
Example:
The ERP team sets up a hypercare support team, while the Change Team establishes a feedback loop to capture and address user concerns in real time.
Sustain Adoption with Post-Go-Live Support and Continuous Improvement
Why It Matters:
ERP adoption doesn’t end at go-live - it is an ongoing process. Without continuous support, training, and optimization, employees may revert to old habits or underutilize the system, reducing your ROI.
How to Collaborate:
- Track adoption metrics (e.g., login rates, process adherence, help desk tickets) to assess where additional support is needed.
- Offer follow-up training and refresher courses based on real user challenges.
- Conduct post-go-live feedback sessions to identify opportunities for process improvement.
Example:
Six months post-implementation, reports show that some teams are still using spreadsheets instead of the ERP reporting dashboard. The Change Team launches a targeted re-engagement campaign to reinforce system benefits.
Simply put, ERP success is a joint effort!
A successful ERP implementation requires more than just a well-configured system - it demands a workforce that is prepared, engaged, and confident in using the new technology. This is only possible when the ERP project team and change management team work together from start to finish.
By integrating change management into every phase - from discovery and alignment to user readiness, cutover, and post-go-live support -organizations can significantly improve ERP adoption, reduce resistance, and maximize their return on investment.
Is your ERP team fully aligned with change management? Let’s discuss how to create a partnership that drives lasting success!
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