The Essential Guide to User Adoption Success
When an SAP or ERP system goes live, most organisations expect efficiency, visibility, and cleaner processes. What they don’t expect is the avalanche of support tickets that usually follows.
But it happens every time. People get confused. Processes feel unfamiliar. Tasks that once took a minute suddenly take five. And IT becomes the front line for every “how do I…?” question imaginable.
The good news? This isn’t a system problem. It’s an enablement problem and it’s fixable.
1. Why Support Tickets Explode After Go-Live
In my experience supporting global SAP and ERP rollouts, the spike in tickets is rarely about technology. It’s about people:
When users feel unsure or overwhelmed, they reach for the quickest solution: logging a ticket. Support teams become the default safety net.
The core causes are usually simple:
- Training was too generic and didn’t match real workflows.
- Users didn’t understand the ‘why’ behind the change (SAP change management).
- Processes changed, but habits didn’t.
- No in-context guidance to support people in the flow of work (ERP enablement).
2. The Hidden Cost of Poor Enablement
Support tickets aren’t just an inconvenience they’re expensive and disruptive.
Low confidence = high support load.
High support load = delayed projects, frustrated teams.
And eventually… your SAP/ERP system becomes “the thing no one likes using.” You’d be surprised how many implementations end up underperforming because the human side wasn’t planned properly.
3. How to Dramatically Reduce Support Tickets After Go-Live
3.1. Build Role-Based Training (Not System Tours)
Most training takes people on a tour of screens. But users don’t need to know every menu, they need to know what matters to their job. Role-based learning does exactly that. It cuts confusion massively and targets critical workflows for your SAP training strategy.
3.2. Add In-App Guidance With a Digital Adoption Platform (DAP)
This is one of the fastest ways to reduce SAP or ERP support tickets. In-app prompts, walkthroughs, tooltips, and error helpers sit directly inside the system and guide users step-by-step.
Instead of raising a ticket, they solve the issue immediately. DAPs frequently reduce tickets by 30–40% within weeks.
3.3. Monitor Adoption From Day One
To fix problems early, you need to know where people are struggling. Adoption metrics tell you exactly where to intervene before small issues turn into widespread frustration. Look at:
- Login frequency & Key transaction completion
- Data accuracy & Error patterns
- Time spent in core processes (user onboarding optimisation)
3.4. Make Enablement Ongoing, Not One-Off
SAP and ERP systems evolve. So should your training. Monthly refreshers, micro-learning, and updated job aids help reinforce good habits and prevent new waves of support tickets.
Enablement isn’t a project – it’s a continuous layer of support.
A Real Example: 45% Ticket Reduction
A global client approached us three weeks after their SAP go-live. Their support queue was overflowing. Most issues weren’t bugs, they were confidence gaps.
We introduced role-based micro-sessions, regionalised content, embedded DAP guidance, and weekly adoption tracking. The training content was always accurate and relevant to the live system.
Results Within 90 Days:
- 45% reduction in non-technical support tickets.
- Significant improvement in data accuracy.
- User confidence surged across all departments.
The system hadn’t changed. The enablement strategy had.
Bottom Line
If your SAP or ERP rollout is struggling, it’s usually not a technical problem; it’s a people problem. When teams feel confident, supported, and guided, adoption goes up and support tickets go down.
If you want a smoother go-live and happier teams, it’s time to rethink your enablement approach and invest in tools that provide continuous, in-app support.
Stop Supporting Confusion. Start Enabling Confidence.
See How a Customized Strategy Can Cut Your Support Load by Up to 45%.
