Imagine the following situation: a company takes a small change in the procurement system with the objective of accelerating its process, getting more effectiveness, achieving accurate information at the exact and right time and increasing its capacity. With this improvement, all expected results need to be achieved in the planned time, but has somebody ever stopped to figure out how the end-user will be affected in this scenario?
Innovation is always good, however it is also important to “innovate” regarding the end user support. The change in the procurement system above, can directly affect not only the procurement team activities, but also other areas that depend on it, and consequently, the company's business.
By adopting a new solution, it is necessary to know whether the supplier is prepared to give proper support to its users, mitigating risks and ensuring the system works without interruptions, or avoiding effect on other areas’ performance. Here comes the support using a multi-channel model. It has shown a great outlet for that. The user receives on demand help at the time and occasion he/she needs, using the channel that is more convenient in that moment, easily answering questions about the new process.
Key points to improve the adaptation of the end user to the implanted innovation:
- Involve the End-User Support since the beginning of the innovation.
- Create key-user groups that can anticipate the main problems and risks.
- Create a knowledge base to support users.
- Identify the best channels according to each type of process and users involved.
You need to think about how the end-user can be supported in the new features, and it has to be part of the implementation of change. The results will appear as long as users are well adapted to solutions. The end-user, definitely, must come first.