Demonstrate how their involvement became the greatest catalyst for change management.Show how we helped users overcome anxiety by providing practical support (during implementation and beyond) Approachable – Employees at all levels feel comfortable approaching with questions, ideas, or concerns Excellent verbal communication and presentation skills Known by colleagues to be open to learning and sharing information Credibility with peers Strong computer skills Aptitude for learning new computer applications

1. Make Your Super Users Super Heroes
Alisha VanSistine
Richard Uytdewilligen (Moderator)

2. TODAY WE WILL DISCUSS
§ Importance of a Formal Super User Program
§ How to Take Your Super User Program to the Next Level
§ CRM 7 Upgrade Example
Demonstrate how their
involvement became the
greatest catalyst for change
management
Show how we helped users
overcome anxiety by
providing practical support
(during implementation and
beyond)

3. WHAT IS A SUPER USER?
Super User: An end user that supports
other end users in his/her functional or
geographic area
n Represents a network of users
n Super Users are selected from the best
people in the organization because they
drive user adoption of the system
Super Users accelerate the value and capabilities of
the user community.

4. SUPER USER CRITERIA
§ Strong business
knowledge
§ Aptitude to perform
testing activities
§ Approachable – Employees at all
levels feel comfortable approaching
with questions, ideas, or concerns
§ Excellent verbal communication and
presentation skills
§ Known by colleagues to be open to
learning and sharing information
§ Credibility with peers
§ Strong computer skills
§ Aptitude for learning new computer
applications

5. CASE STUDY: GCDWR CRM7 UPGRADE
Champion
Change

6. SUPER USER INVOLVEMENT SUMMARY
Before Go Live
§ Attend Orientation
§ Assist in Development of
Training Materials
§ Communications
Participation
§ Participate in QA Testing
§ Support Facilitation of UAT
§ Learn training content for
delivery in end user training
§ Delivery end user training
During Go Live
§ Provide support to peers
(for appropriate content
area)
§ Coordinate additional
training for appropriate
end users
§ Provide feedback
After Go Live
§ Continue same
responsibilities as During
GO LIVE
§ Provide feedback to
training and testing team
concerning materials and
local needs
§ Attend forums to share
knowledge
§ Support end user groups
and proactively
communicate
§ Recruit future Super users

7. TRANSFORMING SUPER USERS INTO SUPER
HEROES
Intro
Communications
Process & Role
Education
Business Impact
Education
Show & Tell
Sessions
End User
Training
Practice Labs
READY
FUTURESTATE
Organizational Development Activities
Continued Communications
Methodology & Structure Support Provided by TracePoint Consulting, LLC
Super Users gradually increased their
knowledge and ability; then immediately
shared their knowledge with supervisors &
end users

8. SUPER USER EDUCATION ROADMAP
Start
2
Orientation
Communications
Model
5
7
Process & Role
Prep Session
1
Business Impact
Response Planning
12
4
Training
Development &
Support
Change
Management
101
Go
Live
9
8
User Acceptance
Testing Prep
Session
6
Communications
Follow up
Session
10
Prep for
Go Live Post Go Live
Check Ins
and
Sustainability11
Manual Testing
Prep Session
Communications
Follow up
Session
3
Prep for
Hosting
Practice
Labs
Roadmap & Session Support Provided by TracePoint
Consulting, LLC

9. COMMUNICATION ACTIVITIES FOR SUPER
USERS
Prepare
ü Attend Communications Activities
Education Session to learn:
ü The Communications Process
ü Role in the Communications Process
ü How to use Communications
Templates and Tools
ü Which activities fit into the
Communication Plan Timeline
ü How to create draft Communication
pieces
Support & Deliver
ü Attend weekly Communication
Meetings to review required
upcoming pieces and provide
feedback
ü Customize communication pieces
using standard templates
ü Send out communications,
including invitations to events

10. POST GO LIVE SUPER USER ROLE – TWO FOCUS AREAS
Training Support
ü Notifies Training Development
Team when training materials need
updating
ü Provides on-the-job training to
departmental new hires or
transferees
ü Provides re-training to end users,
as required, to build competence
ü Conducts refresher information
sessions, as needed, for
departmental peers
ü Coordinates training events, as
needed, for larger groups
IS Liaison Role
ü Provides front-line support to departmental users
(e.g., navigation support, how-to support, process
and policy support)
ü Identifies if an issue is recurring and communicates
issue description and communicates issue
description and resolution to IS
ü Supports any Integration and/or User Acceptance
Testing needs
ü Post Go Live Process and Forums – Attend regular
roundtables led by IS Liaison to learn more about
issue trends and upcoming enhancements/fixes
(that may impact training materials) and shares
feedback

11. POST GO LIVE ISSUE RESOLUTION PROCESS
End User(s) Super User
Tech Dept.
Communicate Discuss
Enter Track It Ticket
Resolution
Assigned to ISU Technician
Follow established ISU
Resolution Process
Identify if
communication of
resolution needed for:
• Original end user
only
• All end users

12. SUMMARY BUSINESS CASE
Super User Involvement
• In touch with day to day operations (Fulfill
Backup roles)
• Provide front line coaching and assistance
• Play integral role in Issue Resolution
• Facilitate Communications
• Facilitate User Group Management
• Provide valuable feedback for continuous
improvement
• Perform testing activities for resolutions,
enhancements, and upgrades
Resulted in evidence of a fast track for end user adoption, alignment, and
stabilization – Relatively no Go Live Disruption- New System Adoption with
minimum errors accomplished within 1st week
Profile
60-70 End Users
6 Super Users – Dedicated Full Time Long
Term Role
Super User: End User Ratio 1: 10-12
Providing support to:
• Rental
• Commercial
• Residential
• Cash Management

13. Questions?

14. FOLLOW US
Thank you for your time
Follow us on at @ASUG365