The deployment of an ERP system represents a major step in a company’s transformation. However, many organizations focus their efforts on staying on schedule, within budget, or meeting technical performance goals, without truly measuring a critical factor: user adoption.
An ERP system may be perfectly configured, go live on schedule, and meet all functional requirements. But if employees do not use it properly or continue to work using their old methods, the expected benefits will be severely limited.
That is why measuring adoption is now a strategic indicator of success.
Why is measuring adoption essential ?
The goal of an ERP system is not simply to replace legacy software.
It aims to:
standardize business processes;
improve data quality;
streamline collaboration among teams;
enhance operational performance;
facilitate decision-making.
These objectives can only be achieved if users truly embrace the new processes.
Measuring adoption therefore makes it possible to quickly detect challenges, identify support needs, and sustainably improve the project’s performance.
Essential KPIs for Tracking ERP Adoption
1. Usage Rate of Key Features
One of the first indicators involves analyzing which features are actually being used.
It is common to find that some teams continue to use Excel files or parallel tools even though the ERP system already offers the necessary features.
Some examples:
creating orders directly in the ERP system;
approving purchases;
managing inventory;
tracking production;
financial reporting.
Low usage may indicate a need for training or difficulty in adopting the system.
2. Data Quality
An effective ERP system relies first and foremost on reliable data.
Several metrics can be tracked:
complete data rate;
number of duplicates;
data entry errors;
outdated data;
quality of data repositories.
A gradual improvement in these metrics generally reflects better control over the new processes.
3. The Number of Support Tickets
During the first few weeks following the go-live, it is normal to see an increase in support requests.
However, a gradual decrease in the number of tickets is an excellent indicator of user self-sufficiency.
Analyzing these requests also helps identify:
features that are not well understood;
the most complex processes;
the need for additional training.
4. Use of parallel tools
This is an indicator that is often underestimated.
If teams continue to use:
- Excel;
- Access databases;
- personal files;
- on-premises applications;
this generally means that the ERP system has not yet been fully integrated into their work habits.
The gradual reduction in the use of these tools is an excellent indicator of adoption.
5. User Autonomy
The ultimate goal of an ERP project is to enable users to work efficiently without constantly relying on the project team.
Some useful indicators :
- a decrease in requests to key users;
- independent completion of routine tasks;
- mastery of business processes;
- the ability to train new employees.
6. User Satisfaction
Adoption cannot be measured solely by technical data.
Feedback from employees provides additional insight.
A few simple questions can yield valuable insights:
- Does the ERP system make your daily work easier ?
- Are processes simpler ?
- Do you have the information you need ?
- Do you trust the available data ?
- What improvements would you like to see ?
This feedback helps guide support initiatives and continuous improvement efforts.
Why These Metrics Must Be Monitored After Go-Live
Many companies consider the project complete once the ERP system goes live.
In reality, the adoption phase begins after Go-Live.
The first few months are critical for:
- consolidating the new processes;
- supporting users;
- improving practices;
- identifying areas for optimization.
Implementing an adoption dashboard allows you to manage this phase using objective data rather than impressions.
However, these metrics are only valuable if employees have been prepared for this transformation in advance. Clear communication, business unit involvement, and tailored support from the earliest stages of the project are essential for fostering sustainable adoption. Learn more about how to prepare employees for the rollout of a new ERP system.
The Most Common Mistakes
Several mistakes recur regularly in ERP projects:
- viewing the go-live as the end of the project;
- focusing solely on staying within budget or on schedule;
- limiting training to the tool’s features;
- failing to involve managers and key users;
- neglecting user feedback.
An adoption-focused approach helps avoid these pitfalls and accelerates value creation.
The BHI Approach
At BHI, we believe that an ERP project is, above all, a business transformation project.
Beyond the technical implementation, we support our clients across all areas that determine a project’s success:
- governance;
- business process transformation;
- change management;
- communication;
- training;
- user support;
- monitoring of adoption metrics.
This comprehensive approach ensures a smooth rollout and helps embed new practices within the organization for the long term.
Conclusion
The success of an ERP system is not measured solely by whether it stays on schedule or within budget.
It is measured above all by employees’ ability to sustainably adopt new processes and make full use of the solution’s features.
By tracking the right adoption metrics from the very first weeks, companies can quickly identify challenges, adjust their support, and maximize the return on investment from their transformation.
Want to ensure the successful adoption of your ERP system ?
Whether you’re preparing for a deployment, a migration, or an upgrade, BHI helps companies achieve success in their ERP projects through an approach that combines business expertise, governance, change management, and user support.
Contact our experts to discuss your ERP transformation challenges.
