"The case for bringing end users into the decision-making process before you hand them a shiny new system they didn’t ask for."
The Setup: The ERP Version of ‘It’s for the Kids’
Ever walked out of a store with something clearly for yourself, but when questioned, you quickly pivot?
“Oh, this PlayStation 5? Yeah… my kid is gonna love it.”
“Oh, this enterprise-grade ERP with AI-driven analytics? Yeah… our warehouse team is gonna love it.”
Just like that cashier side-eyes the grown adult holding a PS5, your warehouse, finance, and procurement teams often feel the same way when IT rolls out a new ERP system without consulting them first.
The Disconnect: Who’s Actually Using This?
This happens all the time... IT and leadership teams get sold on the promise of an ERP’s features, but the people who actually use it every day are an afterthought.
Let’s break it down:
IT sees scalability, security, and seamless cloud integration.
Finance sees cost savings, compliance, and audit tracking.
Operations sees a whole lot of buttons they weren’t trained on.
The result? The people meant to benefit from the system see it as an obstacle, not a solution.
What Goes Wrong?
Here’s what happens when IT makes the ERP decision in a vacuum:
❌ The Wrong System Fit – The software checks all the IT boxes but doesn’t match how the business actually works. It’s like buying a sports car for someone who only drives off-road.
❌ No Buy-In from Users – Employees see it as something imposed on them rather than a tool designed for them. Expect resistance, not adoption.
❌ Shadow IT Emerges – If users find the new system too complex or inefficient, they’ll start making their own Excel workarounds or reverting to old processes. (Congrats! You just paid for an ERP no one uses.)
It’s like buying a top-of-the-line gaming console, then realizing your family still prefers playing board games.
Bridging the Gap: How to Avoid ‘ERP Buyer’s Remorse’
So how do we avoid the awkward post-purchase regret? Engage the real users—early and often.
✅ User-Centric Selection Process – Include operations, finance, and end users in the demo and selection process. If they’re not asking questions, they’re not invested.
✅ Pilot Programs & Prototypes – Let key users test the system and provide feedback before full rollout. If they hate it, they’ll tell you. (And they should.)
✅ Training & Change Management – A new ERP isn’t just software; it’s a business transformation. Train users like their jobs depend on it—because they do.
✅ Continuous Feedback Loops – After go-live, keep listening. If users are defaulting to manual processes, something isn’t right.
Tying It Back to Reality: My Experience in ERP Implementations
I’ve seen this play out over and over again. IT selects the system, leadership approves the budget, and then—months later—operations is handed a login and told, “Here you go!”
Cue the confusion. The frustration. The emails that start with “Can we go back to the old system?”
But when companies actively involve operations from day one, adoption skyrockets. When the people using the system feel heard, they don’t just use the ERP—they help make it better.
Don’t Just Buy the Toy—Make Sure They Want to Play With It
Buying an ERP and handing it off to operations without their input is like giving a PS5 to someone who only plays chess. Make sure they actually want what you’re giving them. Otherwise, don’t be surprised when they keep using their old system (or worse, create their own shadow IT to work around yours).
And if you’re ever in doubt? Just remember—ERP success isn’t measured by go-live. It’s measured by whether or not anyone is actually happy to use it.
Dad joke sign off (it's new, might happen again). Why couldn't the produce manager make it to work? He could drive, but he didn't avocado.
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