Gartner Research

Use These Best Practices to Manage the ERP Superuser Network

Published: 23 October 2012

ID: G00245702

Analyst(s): Pat Phelan

Summary

Superusers are a key link in the chain of ERP support. Managers should use these best practices to oversee the network of superusers who belong to the business, but are important contributors to the IT organization's ERP support services.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Locate Superusers With Their End Users
  • Aim for One Superuser for Every 10 End Users, and for Support Efforts to Comprise Up to 10% of Total Workload
  • Symptoms that there aren't enough superusers to be effective include a high volume of help desk calls, and poor user acceptance of the system. Solving these problems takes time, since people can't be turned into good superusers overnight. One approach to achieving success quickly is to apply the pace-layered approach — focus on training superusers for the functional areas that differentiate the business first.
  • Monitor Superuser ERP Support Efforts for Issues
  • Offer Guidance on Effectively Allocating Time Between the Regular Role and Superuser Tasks
  • Correct Course Quickly When You Don't Get the Preferred Response or Dedication From Superusers
  • Assign Ownership to Managing and Sustaining the Superuser Network
  • Formalize the Superuser Role to Ensure That Superusers Remain Engaged
  • Include Communication Responsibilities in the Job Description
  • Recognize and Reward Good Performance
  • Provide the Information and Tools Needed to Perform the Role

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