Adopting new IT systems can pose several challenges, such as training, time expenditure, and employee engagement. To maximize returns on these investments, companies often designate super users—key individuals who train colleagues, provide technical expertise, and ensure the system is fully integrated into daily workflows. This personal approach can be the decisive factor in a successful system implementation.
Why Are Super Users So Important?
Super users drive the adoption of the new system, assisting colleagues with everything from basic functions to more advanced capabilities. These employees:
Receive in-depth training: They become familiar with all facets of the system, enabling them to train others internally.
Understand the company’s processes: They contextualize system features within the organization’s specific needs and workflows.
Are readily available: Colleagues can approach them for quick help instead of having to reach out to IT support.
Bridge the gap between people and technology: Super users translate technical details into practical, day-to-day operations, boosting colleagues’ confidence in using the system.
According to Gartner, 27% of employees prefer to ask a colleague for help before contacting the IT department. This illustrates how valuable it is to have internal experts who can easily share their knowledge.
Key Qualities of a Super User
When deciding who should be part of the super user group, the following traits are particularly valuable:
Quick learning ability – not afraid to explore new systems independently.
Clear communication skills – able to explain complex functions in a simple and understandable manner.
Solution-oriented mindset – sees opportunities rather than obstacles.
High level of trust among colleagues – fosters comfort and increases willingness to use the system.
Curious about new technology – stays updated on the latest developments and shares relevant improvements.
Proactive and open to change – takes initiative and motivates others to embrace new solutions.
Motivated to drive positive change – committed to improving and streamlining work processes.
How Super Users Contribute to Successful Implementation
McKinsey reports that up to 70% of digital transformations fail, often due to inadequate change management and internal resistance. Super users can be a pivotal factor in avoiding this pitfall:
Continuous access to expertise: The organization has its own internal resources who can provide ongoing training.
Ownership and buy-in: Learning from colleagues within the company fosters a greater sense of ownership and motivation.
Role as change agents: Super users help reduce resistance, engage coworkers, and accelerate the implementation process.
Real-time feedback: Super users can quickly report issues or suggest improvements, ensuring the system adapts continuously to actual needs.
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Benefits for Anyone Considering Becoming a Super User
Being a super user doesn’t just benefit the organization; it also offers exciting opportunities for professional growth:
Increased visibility in the organization: Serving as a super user raises your profile and makes you a sought-after resource.
Continuous learning: You stay informed about new features and best practices.
Enhanced teaching skills: You’ll develop the ability to instruct and motivate others, potentially leading to new responsibilities.
Better insight into company strategy: Super users often gain a deeper understanding of the company’s goals and direction.
How We Do It at Business Online
At Business Online, we place great importance on establishing a strong super user group. When implementation begins, we recommend that the client appoint 3–5 super users. Over the course of our three-month implementation proces
Super users receive comprehensive training: They become deeply familiar with all the core functionalities of Business Online.
We conduct weekly meetings: We go through various features step by step and assign tasks so that super users can explore and test them in practice.
We provide ongoing support: Our team is available to help super users handle challenges and questions that may arise.
After the initial implementation, we continue monthly follow-ups for a year. During these sessions, your company gains insights into:
User data: Hvor og hvordan brukes systemet mest?
New features: Which updates are in the pipeline, and how can they be leveraged effectively?
Future changes: Stay a step ahead by planning training early to maximize your return on Business Online.
Armed with this information, super users can better plan training initiatives and foster a healthy change culture within the organization. Any “quality control plans” in the company can also be aligned with Business Online to maintain comprehensive quality at every level.
Conclusion
New systems, changes, and added functionality are a routine part of continuous improvement for any company that wants to stay digitally innovative. Super users are the crucial link that connects people in the organization with the technology itself, ensuring a seamless roll-out.
By empowering employees to take on extra responsibility and expertise, the company reduces resistance, increases engagement, and maximizes ROI on IT investments. At the same time, super users gain valuable experience, greater visibility, and a central role within the organization. Altogether, this leads to a more adaptable, knowledgeable, and forward-thinking workplace.