22 Jul What is a key user?

The key user or “usuario clave” in spanish are people who have a crucial role when implementing an ERP software, they can also be called SuperUser or User++. These people are a link between the organization and the supplier (partner).

But what exactly is a key user? Why is important? What are their tasks?

The implementations of an ERP can go wrong by a series of factors, among them a very important point, is the choice of the Key User or the team of Key Users. They must be technically highlighted and have characteristics to overcome the challenges, in addition to being communicative with other internal collaborators.

Not choosing the right one or directly not choosing any key user, can result in low levels of project quality, incompatible functionalities, unimplemented processes, additional costs and even, in the worst case, suspension of the ERP.

The key user will be in charge of ERP processes, through special functions, parameterisations, tests, training and help to other employees. This person will be the reference throughout the life of the project, having a unified vision of different departments (financial, administration, operations, purchases, sales, production).

How to choose the key user?

• Good relationship with co-workers.

As the key user will receive all the training and will also have an important role in the multiplication of knowledge for the rest of the team, it is important that this person has a good relationship with all those involved in the project.

Every human being has a certain resistance to change and this process is even more complicated when they are presented and coordinated by a person who does not have as much empathy with their co-workers.

• Support for strategic decisions.

The key user will need, at all times, to participate in the strategic decisions of the project. If the key user doesn’t have power in the decision making process, it is advisable to have access to a person that facilitates the decision making process and the progress of the project.

• Good technical knowledge

The key user must have a good technical knowledge about the topics to be treated. For example, it is difficult to train a person who doesn’t know the financial concepts to receive training in accounts payable or receivable.

It is necessary that this person knows minimally the subject of the training and that is able to control certain situations that will happen when the ERP software is in operation.

• Mastery of the routines and processes of the company.

This person needs to know how the company works, in general. Many processes are integrated with each other, so worrying about just one part can negatively interfere with the routine and processes at the other end.

As an example of the product registration, if the production of a finished product is controlled through a unit of measurement by weight “Kilogram” and, on the other hand, the billing to customers is done by “volume”, if the key user doesn’t have this information and only takes into account the production controls will generate an erroneous reading in the reports. The unit of measure will be the correct “Kg.” when all the parameterization is the same.

• Availability to perform the tasks related to the project.

Throughout the implementation project, the user must dedicate himself to several tasks, both his day-to-day tasks and those of the key user. Therefore, the person must be willing to fullfil with all requests that are submitted.

There are cases where the person who assumes this role doesn’t have time to perform any other activity. For example, an industry manager who spends most of his time tracing operations in a factory, although he has the technical knowledge and processes of the company, can not assume this key user role because he could not spend enough time in front of to the computer to perform all the tasks.

• Motivation and responsibility

It is important that the key user is always motivated and feels responsible for the success of the project. If the person doesn’t feel well or sees the role as a burden, these are signs that another person should be prepared for this role.

• Communicate Results.

The person in charge must present concrete results on the performance of the project to the managers of the company. As the milestones of the implementation are completed, it is necessary to present and evaluate what has been achieved, in order to communicate which stages of the calendar have been executed and which will be the next steps to follow. This is the factor that will guarantee the desired result in the project.

Consultation User vs Key User

Once the process of implementing an ERP is finished, the key user of the implementation becomes the key user of the support service. It’s a user who knows the circuits of the company and has acquired extensive knowledge of the ERP in different training.

Triangle offers second level support service. This is where the importance of the figure of the Key User of support lies, since it will perform the tasks of support to the 1st level (to the other users of the company). Therefore, the key user becomes a figure of great value within the organization. He is in charge of gathering the doubts of his colleagues regarding the use of the ERP and making a first resolution filter. When you do not know the answer, you will be the interlocutor with the Triangle support department.

On the other hand, the figure of the Consultation User arises for the other users of the tool. These users can access the  Triangle 360 ​​UCP (User Consultation Platform) is the main communication channel with the support department, here they see the status of incidents in progress and the history of all incidents of the company. In addition, can also make comments on incidents in progress, when they want to add your nuance to the resolution of the problem.

The difference with respect to the key user is that only this one has the permissions to create the new incidents. The access of the users of consultation to the portal Triangle 360 ​​frees of some consultations to the key user, since it contributes autonomy to the rest of users. In the portal you can consult the history of incidents to resolve doubts that you have already had in the past and also have access to the consultation manuals and manuals of the company’s own modifications that are documented in Triangle 360.