Rolling out a new ERP system can be an incredibly daunting undertaking. But we probably don’t have to tell you that. Months – if not years – of planning, testing and user training go into a project of this scale. And by the time you reach go-live, it’s tempting to think the hardest part is over. But the truth is, implementing the new technology is only the start.
At BR One, we like to say that an ERP transformation only delivers value if teams adopt it and effectively use it. If you’re measuring success based on milestones and system go-lives alone, chances are you’re only seeing half the story. A more accurate measure of success is what is happening on the ground.
That is:
- Are teams confident in the new system?
- Are they using it consistently?
- Are problems being spotted and solved quickly?
Our team at BR One focuses on the human side of ERP implementation. Our goal is to help organisations understand how change is perceived amongst teams, where users are struggling, and how to keep the momentum going.
Here are the top five key indicators (or meaningful metrics) we track to ensure ERP transformations work as much in practice as they do in theory:
1. Stakeholder engagement
The number one thing to consider is that ERP implementations affect every part of a business. The finance team, operations, HR, supply chain and IT all play a role. For this reason, it’s incredibly important to engage the right stakeholders early.
When brought on as ERP transformation consultants, our team monitors whether key stakeholders are actively involved in decisions, taking ownership of their responsibilities and supporting the project. This is because if engagement is low, it can signal a risk to adoption or a lack of alignment that could significantly slow progress.
2. Training completion and feedback
Employee training is another aspect of organisational change that often trips people up. This is because it’s often seen as a checkbox exercise, and participation alone does not guarantee people understand the system or feel confident using it.
The way our team at BR One combats this is to track completion rates for training sessions, on top of gathering feedback from participants. We want to ensure the content is clear, practical, and relevant in real-life, day-to-day cases.
This extra insight helps us identify areas that might need extra support, reinforce key processes, and make sure teams are ready to use the system effectively.
3. User adoption rates
For an ERP to truly shine, its real triumph comes from how enthusiastically and consistently end-users actually utilise it. We believe that success blossoms when teams effortlessly weave the new system into their everyday roles and tasks.
This means going beyond tracking logins and measuring how engaged everyone is, how often they rely on the system for crucial work, and how much they trust it for their data and decisions. When users embrace the system wholeheartedly and operations visibly shift to harness its full power, these are the strongest signals that your investment is paying off.
Monitoring user adoption helps identify where additional coaching or support may be needed. It also highlights processes that may not be working as intended. Low adoption rates are an early warning that change management interventions might be required.
4. Issue resolution time
Implementing new technology, especially something as grand as an ERP system, is rarely a journey without a few bumps in the road. Challenges are a given, and what matters is how quickly they are addressed.
At BR One, we tackle problems head-on with a nimble and forward-thinking approach, ensuring our new tech systems continue to be valuable assets. We measure the time taken to resolve issues and close support tickets. This number tells us how efficient we are at dealing with unexpected issues. The quicker we resolve things, the less disruption there is, and we can stop small problems from snowballing. A high closure rate also means you’re dealing with a responsive and truly effective support team.
5. Post-implementation satisfaction
Even when your new system is running smoothly, success is only achieved when people feel confident in their roles and workflows. Surveys, interviews, and regular check-ins help us understand how employees are experiencing the change.
- Are they comfortable with the new system?
- Are there areas where they feel unsupported?
- This feedback informs ongoing change management initiatives and helps the organisation embed the new processes long-term.
Why monitoring these KPIs matters
ERP implementations are complex and touch every corner of a business. The system itself is important, but the human side of change determines whether a transformation succeeds in the long run (and beyond fancy features).
By tracking these five KPIs, ERP implementation consultants and change management teams can see how change is landing, address issues early, and ensure the organisation is reaping the full benefits of its investment.
At BR One, we help organisations manage both the technology and the people side of ERP transformations. Our focus on structured change management, stakeholder alignment and real-world adoption ensures your ERP implementation delivers measurable results.
If you are planning a tech implementation and want to understand how to measure success beyond milestones, our change management consultants are here to guide you.