Everyone on board: putting the user at the centre of your Source to Pay implementation

While organisations implementing a Source to Pay solution usually focus on processes, technology and data, one key success factor is often underestimated: the users. Yet they are the ones who will ultimately be working with the new software. Whether a project succeeds depends largely on their involvement and satisfaction. Megan Karlas, Source to Pay Consultant at Spendlinq, has experienced first-hand what it’s like to go through the implementation of a new system as a user, in her previous role as a Purchase to Pay specialist. In this blog, she explains why users are so important to the success of an implementation, and how you can involve them actively in the project so that you don’t just set up the technology well, but also prepare users optimally for the changes.

The user as a success factor

“When an organisation decides to implement new software, the go-live is often seen as the moment the end goal has been reached. But in reality, it’s only the beginning,” says Megan. “At the heart of every Source to Pay project are organisation-wide objectives, such as increasing efficiency, standardising processes or achieving cost savings. Whether those objectives have actually been met only becomes clear in the operational phase. Without the right involvement and support from users, the chances of achieving those goals are slim. The technology can be as innovative as you like, but without support and understanding among users, many benefits go untapped.”

Experience as a key user

Megan knows from her own experience as a Purchase to Pay specialist how important the user’s voice is. “I went through the implementation of a new system myself as a key user. Although the project team had done its best to configure everything properly, we as users didn’t feel we were heard enough when the set-up of the new processes was being decided. As a result, we quickly ran into problems. Work processes weren’t always set up, or were missing altogether. User feedback was initially scattered all over the place: from emails to application management to discussions in team meetings. This made process optimisation an unstructured exercise, resulting in unnecessary loss of time and frustration.”

Megan continues: “As a key user, my task was to collect feedback, improve processes, analyse problems and support colleagues. It’s a crucial role, but also an intensive one. It made me realise how important it is to have a clearly defined improvement process, in which user feedback is central and is also picked up straight away.”

A continuous improvement process

“It’s important to realise that the work doesn’t stop at the go-live of a new system. The final phase of an implementation project – the operational phase – is a continuous process of optimisation. It includes release management, performance analysis and ongoing user feedback,” says Megan.

“To bring structure to this process, it’s essential to pay attention to the role of users from the start of the project. They can already make a valuable contribution when the process is being set up. Not only does this give you a better user experience, it also ultimately helps you achieve the organisational objectives behind the implementation.”

4 tips for putting the user first

It will be clear that the success of a Source to Pay implementation stands or falls with how involved users feel in the process. But how do you make sure this is properly arranged from the start? Megan offers four tips:

Tip 1: Involve users in good time

“Users don’t want to hear just before go-live that they’ll have to do their work in a different system. Tell them about the changes in good time and give users the chance to contribute their knowledge and information too. Also share regular project updates, for example in newsletters, timelines and progress reports. This creates awareness and means people don’t feel caught off guard.”

Tip 2: Involve users in the substance

“Involving users in the substance of the project has a positive effect on getting the configuration right. It’s also crucial for building support from the start of the project. In the preparation phase, also take enough time to listen to users who have questions or voice concerns, and take action on them where needed.”

Tip 3: Support the learning process

“Make sure there are enough training opportunities and demos available, so that everyone involved can get to know the new system and its processes well before go-live. Have training delivered by people who have in-depth knowledge of both the system and the (new) work processes. A test environment is a must too, where key users can practise and experiment with the new system at their own pace.”

Megan continues: “Give users access to manuals, instruction videos, FAQs and other relevant documentation. These should be easy to find and use, preferably via an online platform that is centrally accessible and already familiar to employees from training purposes.”

Tip 4: Set up a support organisation

“Set up a support organisation with an open communication channel where users can easily go to ask questions, report problems and give feedback. Distribute responsibilities within the organisation so that knowledge and involvement become truly its own. The support organisation matters not only during the rollout phase but also during day-to-day use of the system, to keep improving continuously. A good support organisation ensures that problems reported by users are turned into constructive improvement proposals.”

The right balance & collaboration

“In every Source to Pay implementation, the user plays a crucial role,” Megan concludes. “By actively involving them in the project from the start and creating a structure in which their feedback is actually acted on, you significantly increase your chances of success. Technology may be a powerful tool, but without the commitment and satisfaction of the people who work with it, the real benefits won’t materialise.”

Megan concludes: “So involve your users in the project from start to finish, support them in the learning process and make sure you have a continuous improvement process. Only then will your project be not just technically successful, but also deliver the results you had in mind in practice. When it comes to a successful Source to Pay implementation, people, processes, technology and data are inextricably linked. It’s not only about the best-fitting technology, but about a good balance and collaboration between all the elements. As a sparring partner and expert in digital Source to Pay transformation, we’re by your side to guide you through every phase.”