Why ERP User Adoption Matters More Than Implementation
Key Takeaways
- ERP implementation only creates value when people use the system effectively.
- Make the benefits relevant to different roles and teams.
- Good data depends on consistent system adoption and ways of working.
- Digital readiness can help identify barriers to adoption before they become bigger problems.
- Practical training, local champions and ongoing support can reduce friction.
- Adoption should continue to be measured and supported beyond go-live.
- As ERP platforms introduce more automation and AI, trust, capability and governance become increasingly important.
ERP Adoption in the Energy and Utilities Sector
Energy and utilities infrastructure businesses are under pressure like never before, which makes ERP user adoption just as important as the technology being implemented.
They’re delivering major network upgrades, supporting the UK’s transition to net zero, managing complex supply chains, and scaling rapidly to meet growing demand. At the same time, many are investing in platforms like Microsoft Dynamics to bring projects, people, finance, procurement and operations together.
But here’s the challenge: Installing an ERP system doesn’t create value, using it properly does.
In fact, Gartner predicts that by 2027, more than 70% of ERP initiatives will fail to fully achieve their original business goals, largely because organisations focus on technology and not the people using it.
ERP Adoption Starts With Relevance
When a new ERP is announced, leadership often talks about better visibility, improved forecasting and streamlined processes.
But the people delivering projects often hear something different: “Another system.” “More admin.” “More boxes to tick.” The quickest way to lose engagement is to overpromise.
For project managers delivering utility connections, site supervisors managing field crews, commercial teams administering contracts, and planners balancing competing resource demands, an ERP system can initially feel like an additional burden rather than an enabler.
Instead, focus on what matters to each team. For a project manager, that might mean seeing costs sooner. For a supervisor, it could mean updating progress from site without returning to the office. For finance teams, it might mean fewer spreadsheets and fewer surprises at month-end.
People adopt change when they understand how it helps them. Nine Feet Tall’s ERP Adoption approach focuses on helping teams understand the reason for change, build confidence and embed new ways of working.
Bad Data Creates Bad Decisions
Many infrastructure businesses have grown quickly through acquisitions, new contracts and regional expansion.
The result? Different teams often have different ways of doing the same thing.
An ERP system is supposed to create a single source of truth. But if people continue using spreadsheets, workarounds and offline processes, that truth disappears quickly. No matter how good Microsoft Dynamics is, it can’t fix poor data.
If project costs, resource plans or procurement information aren’t entered consistently, confidence in the system evaporates and teams revert to old habits. This is why ERP implementation needs to consider people, processes and data alongside the technology itself.
Removing Barriers to ERP Adoption
Field teams don’t spend their day sitting behind a desk. They’re on construction sites, in substations, managing crews or coordinating deliveries. If updating information takes too long, people simply won’t do it.
The organisations seeing the strongest adoption make data capture easy, often through mobile access, simplified processes and practical training focused on real-life scenarios rather than system demonstrations.
Just as importantly, they create local champions who can support colleagues when challenges arise.
Sometimes the most effective champion is the biggest sceptic. When respected operational leaders buy into the new way of working, others usually follow.
ERP Adoption Beyond Go-Live
This is where many ERP programmes lose momentum. The project team moves on, training finishes, and everyone assumes the hard work is done. In reality, adoption starts after go-live.
Regular reviews, refresher training, user feedback sessions and continuous improvement all help turn a new system into business as usual.
Leaders should continue to look for signs that adoption is slipping, such as:
- Teams reverting to spreadsheets
- Inconsistent data entry
- Workarounds becoming normal practice
- Users avoiding particular processes or features
- Repeated support issues
- Benefits not appearing as expected
These signals can indicate that more training, communication, process improvement or system support is needed.
The rewards are significant. Organisations that successfully embed digital tools report improvements in efficiency, visibility and decision-making, while utilities investing in connected digital platforms are already seeing measurable operational benefits.
Make ERP Adoption Stick
For organisations working across energy and utilities sectors, ERP isn’t really a technology project. It’s a people project.
Microsoft Dynamics can provide better visibility, stronger controls and more informed decision-making. But only if people trust it, use it, and see value in it.
The organisations that get the greatest return aren’t the ones that implement the fastest. They’re the ones that make adoption stick.
Nine Feet Tall helps organisations connect ERP transformation with practical change management, digital readiness and adoption, helping teams move from system implementation into confident everyday use.
Digital Readiness Supports ERP Adoption
It is also worth understanding whether the organisation is ready to adopt the change before implementation gathers pace.
Nine Feet Tall’s Digital Readiness Assessment helps organisations understand their current position and identify potential risks across areas including strategy, business processes, data, technology, people, leadership and change readiness.
For ERP programmes, this can help highlight issues such as inconsistent processes, poor data quality, limited digital confidence or insufficient capacity before they affect adoption.
Digital readiness also matters beyond the immediate ERP programme. Reliable data, clear processes and confident users create stronger foundations for wider digital transformation, automation and AI.
Make ERP User Adoption Work Beyond Go-Live
For energy and utilities organisations, effective ERP user adoption means making sure the technology is understood, trusted and used consistently in day-to-day operations, not just switched on at go-live.
Nine Feet Tall can help identify where adoption is slipping, strengthen business readiness and support teams as new processes and ways of working become embedded.
If you’re concerned that your ERP investment is not delivering the expected value, get in touch with Nine Feet Tall to discuss where additional support could help.
Frequently Asked Questions
What is ERP user adoption?
ERP user adoption is the extent to which employees consistently and confidently use an ERP system and the new processes that come with it.
Successful adoption means the system becomes part of normal day-to-day working rather than employees continuing to rely on spreadsheets, workarounds or previous processes.
Why is ERP user adoption important?
ERP systems rely on people entering accurate information, following agreed processes and using the system consistently.
Without adoption, data quality can decline, teams can develop workarounds and the organisation may struggle to realise the expected benefits of its ERP investment.
How can organisations improve ERP adoption?
Start by explaining how the new system will help different teams, rather than focusing only on the wider business case.
Practical role-based training, early engagement, local change champions, accessible support and continued feedback after go-live can all help make new ways of working easier to adopt.
How does digital readiness affect ERP adoption?
Digital readiness considers whether the organisation has the processes, data, technology, leadership, skills and capacity required to adopt change.
Identifying gaps early allows organisations to address potential barriers before they affect implementation or adoption.
How does ERP adoption support AI?
Modern ERP platforms can provide data and processes that support automation, predictive analytics and AI.
However, these capabilities depend on people using the ERP consistently and maintaining reliable data. Strong adoption therefore creates better foundations for AI while helping organisations identify where additional skills, governance and change support may be needed.
