ERP Communication Plan: Key Steps

When implementing an ERP system, clear communication can make or break the project. Without it, teams face confusion, delays, and resistance, leading to missed deadlines, increased costs, and low adoption rates. A strong communication plan ensures everyone is informed, aligned, and engaged throughout the process.

Key Takeaways:

Identify Stakeholders: Group stakeholders (executives, managers, end users, IT teams, etc.) to tailor communication to their needs.
Set Goals and Messages: Align communication objectives with project phases and craft messages that resonate with each audience.
Create a Timeline: Match updates to project milestones, increasing communication during critical phases like training and go-live.
Select Channels: Use the right tools (email, meetings, collaboration platforms) to deliver messages effectively.
Gather Feedback: Regularly collect and act on feedback to refine your communication strategy.

A well-structured plan reduces confusion, builds trust, and supports successful ERP adoption. Below, we break down the steps to create one.

Identify and Group Your Stakeholders

When transitioning to a new ERP system, it’s essential to identify all the stakeholders involved. Each group has distinct concerns, and overlooking any of them can lead to confusion, resistance, or delays. Once you’ve identified the stakeholders, group them to customize your communication effectively.

Identify Key Stakeholder Groups

Start by listing all the groups affected by the ERP implementation:

Executive leadership: This includes the CEO, CFO, and other C-suite executives. They need high-level updates that tie the project to the company’s strategic goals. Clear communication with this group ensures alignment with the broader vision.
Department managers and supervisors: These individuals play a pivotal role, balancing executive expectations with the concerns of their teams. They are responsible for guiding their departments through the transition while keeping daily operations running smoothly. Their cooperation is key to maintaining momentum.
End users: This is the largest group and often the most resistant to change. It includes employees like accounting staff, warehouse workers, and others who will use the ERP system daily. Their buy-in is critical for successful adoption, so addressing their concerns early and often is essential.
IT teams: These are the technical experts handling implementation and ongoing support. They require detailed timelines and information to prepare infrastructure and manage user support effectively.
External stakeholders: Vendors, customers, and partners may also be affected, especially in industries where ERP changes influence data exchanges or reporting. Keeping them informed ensures smooth interactions and avoids disruptions.
Project team members: This group includes consultants, implementation partners, and internal project managers. They need constant communication to coordinate efforts and resolve issues as they arise.

Build a Stakeholder Matrix

Once you’ve categorized your stakeholders, use a stakeholder matrix to organize and streamline your communication efforts. A power-interest grid is a helpful tool for mapping stakeholders based on their influence and interest in the project. This approach lets you prioritize and tailor your communication effectively.

High power, high interest: These stakeholders, such as executives and key department heads, need frequent, detailed updates and should be involved in major decisions.
High power, low interest: These individuals have significant influence but aren’t deeply engaged in daily activities. Regular summary updates focusing on milestones and potential issues will keep them satisfied.
Low power, high interest: Often including end users and front-line managers, this group may not influence decisions directly but can impact adoption rates. Targeted updates that address their concerns are essential.
Low power, low interest: This group requires minimal communication – occasional summaries or general announcements are usually enough.

Additionally, document each group’s communication preferences. For example, executives might prefer brief emails, while end users may benefit from team meetings or system demos. IT teams often need detailed documentation and regular status calls.

Adjust the frequency of engagement based on a stakeholder’s influence and interest. Keep in mind that these classifications can change as the project progresses. A manager who seemed disengaged early on might become more involved during training phases. Regularly reviewing and updating your stakeholder matrix ensures your communication remains effective as dynamics shift.

Set Communication Goals and Key Messages

Once you’ve grouped your stakeholders, the next step is to establish clear goals and craft messages that connect with each group. Effective communication during an ERP implementation hinges on setting clear objectives and tailoring messages to specific audiences. Without this, 70% of change initiatives fail.

Define Your Communication Objectives

Your communication goals should align with the phases of your ERP project and the outcomes you’re aiming to achieve. These objectives should be measurable and tied to each phase, ensuring stakeholders remain engaged throughout the process.

For example, early-phase objectives might focus on raising awareness and easing apprehensions about the upcoming changes. During the middle of the implementation, your goals could center on maintaining momentum and addressing any concerns that arise. Post-launch, the focus typically shifts to encouraging adoption and addressing ongoing support needs.

It’s worth noting: only 10% of change knowledge typically reaches the operational level, yet a 65% support threshold is often needed for success. Setting clear objectives will help bridge this gap and create a solid foundation for effective messaging.

Write Messages for Each Audience

Using your stakeholder matrix as a guide, craft messages that address the specific needs and concerns of each group. Research shows that organizations with strong stakeholder communication are 73% more likely to achieve their change management goals.

Executive Leadership: Focus on how the ERP system supports strategic business goals. Highlight metrics like cost savings, efficiency gains, and competitive advantages. Stress the benefits of real-time financial insights and improved decision-making for long-term business success.
Department Managers and Supervisors: These leaders need guidance to help their teams navigate the transition. Emphasize their role as change leaders and explain how the ERP system will simplify processes and address team challenges.
End Users: Tailor messages to their daily tasks. Highlight features that will reduce workflow frustrations and eliminate pain points. Address concerns about learning new systems or changes to routines with clear, reassuring information.
IT Teams: Provide detailed, technical messages that outline system architecture, integration plans, and realistic timelines. Acknowledge the extra workload they may face and provide comprehensive documentation they can rely on.
External Stakeholders (Vendors and Customers): Reassure them about continuity and improvements in service. Explain how the ERP system will enhance order processing, inventory management, or reporting accuracy to strengthen your business relationships.

For each group, adjust the tone and format of your messages. Executives may prefer concise, high-level summaries, while end users might benefit from visual aids and step-by-step guides. IT teams often value detailed technical documents, while external stakeholders may appreciate clear, straightforward updates.

Finally, test your messages with representatives from each stakeholder group. This helps identify unclear language or gaps in your communication, ensuring your messages resonate and support the success of your ERP implementation.

Create Your Communication Timeline

Once you’ve identified your stakeholder groups and crafted tailored messages, the next step is to map out a timeline for delivering key updates. Timing plays a huge role in the success of ERP communication. A well-planned schedule ensures stakeholders get the right information at the right time, reducing confusion and boosting confidence throughout the implementation. Align your communication timeline with project milestones and the changing needs of stakeholders. This schedule turns your communication goals and stakeholder-specific messages into actionable steps.

Match Communication to ERP Project Phases

Every stage of your ERP implementation requires a different communication strategy. These updates should align with your broader ERP change management plan.

Planning phase: Focus on raising awareness and gaining support. Share regular updates with leadership and hold all-hands meetings to explain the project’s vision and the reasons for the change.
Development and configuration phase: Shift to more technical updates. IT teams will need detailed progress reports, while end users and department managers benefit from concise updates to prepare them for upcoming changes.
Testing and training phase: Increase communication frequency. Share training schedules early so end users have plenty of time to prepare, and provide technical teams with regular progress updates. Keep executives informed with status reports that highlight risks or delays.
Go-live phase: Communication should be at its most active. Conduct frequent check-ins with all groups to quickly resolve issues and maintain momentum. After the system is live, gradually reduce communication frequency while ensuring enough contact to support long-term adoption and improvements.

By tailoring updates to each phase, you ensure that communication remains relevant and effective.

Increase Communication During Critical Periods

Some moments in your ERP timeline demand extra attention and communication. For example, during training rollouts, share session details well in advance and send timely reminders to keep everyone on track.

System cutovers are another high-pressure period. Provide frequent status updates and assign communication leads to handle urgent questions. Emergency channels should also be in place for immediate responses when needed.

After go-live, financial teams often feel the strain during month-end and quarter-end periods as they adapt to new processes. Increased communication during these times can help them manage the transition more smoothly. Similarly, during integration testing – especially when connecting the ERP to other software – keep technical teams updated on progress and inform business users about any temporary workarounds or process changes.

Don’t forget to factor in seasonal timing. Avoid major updates during holidays or peak business periods, and build in extra time to accommodate these challenges. Thoughtful planning here can make all the difference.

Choose Communication Channels and Tools

Delivering messages effectively is a cornerstone of a solid ERP communication plan. Once you’ve established your timeline, the next step is selecting the right channels and tools to keep stakeholders informed, engaged, and aligned throughout the implementation process.

Pick the Right Communication Channels

Not all stakeholders communicate the same way, so tailoring your approach is essential. The urgency and nature of your message should guide your choice of channel. For example, email is great for detailed updates and documentation, but it’s not the best option when you need immediate feedback or to share urgent information.

Video calls and virtual meetings shine when it comes to complex discussions, training sessions, or scenarios requiring visual aids. These channels allow for real-time interaction, making them especially valuable during testing phases or when introducing new processes.

For quick updates and daily coordination, instant messaging and collaboration platforms are the go-to tools. They provide the immediacy that busy teams need, particularly for technical teams handling status updates or resolving issues on the fly.

In-person meetings still hold value, especially for critical decisions or building consensus among leadership. However, these should be reserved for situations where face-to-face interaction adds clear benefits, as they can be time-consuming to coordinate.

Different teams may also have distinct preferences. Field teams often respond better to SMS or mobile-friendly updates, while office-based teams might prefer emails or instant messaging for formal communication.

The key is to match the channel to both the message and the audience. For example, urgent system alerts should use a channel that ensures immediate delivery, while training materials are better suited for platforms that allow easy access and review.

Use Cloud-Based Communication Solutions

Modern cloud-based tools take communication to the next level, especially for ERP implementations involving remote teams or multiple locations. These tools ensure real-time connectivity and visibility, no matter where team members are working.

Integrated platforms that connect directly with your ERP system can simplify communication and reduce the hassle of switching between tools. For example, bluChat integrates with NetSuite, enabling teams to discuss specific records, projects, or issues right within the ERP environment. This streamlines problem-solving, as team members can access relevant data while collaborating.

Document management tools like bluDocs centralize key communication materials, training resources, and project updates. This ensures everyone is working with the most up-to-date information, reducing confusion and miscommunication.

Time tracking and productivity tools such as bluTime can also play a role in improving communication. By analyzing how teams spend their time and identifying peak availability, you can schedule meetings and send messages more effectively. These insights can also highlight when teams are overloaded, allowing you to adjust communication strategies as needed.

For industries like solar and construction, specialized platforms such as SolarSuccess cater to unique workflows. These tools include built-in communication features that help project managers coordinate installations, finance teams handle complex accounting, and field teams report progress directly from job sites.

Cloud-based tools also provide automatic data backups and are accessible from any device, making them indispensable for critical project communications. Whether team members are in the office, on a job site, or working remotely, they can access updates effortlessly.

Another advantage of cloud tools is their scalability. As your ERP implementation evolves and communication needs change, these platforms adapt seamlessly without requiring new installations or IT headaches. This flexibility ensures your communication strategy stays effective at every stage of the project.

Set Up Feedback Loops and Make Improvements

Building channels for stakeholder feedback turns your ERP communication plan into a two-way conversation. Without these mechanisms, you risk missing critical insights that could lead to communication breakdowns or project delays.

How to Collect Stakeholder Feedback

Regular surveys are a great way to gather structured insights on how well your communication efforts are landing. Keep them concise – focus on specific topics like message clarity, channel effectiveness, and any information gaps. During active implementation phases, aim to send these out monthly, but limit them to 5-7 questions to avoid overwhelming participants.

Town hall meetings provide a space for open dialogue and immediate feedback. Hosting these bi-weekly during key phases of the project allows stakeholders to raise concerns, ask questions, and share ideas directly with project leaders. These sessions often uncover issues that surveys might miss.

Collaboration tools like bluChat make it easy to collect real-time feedback on specific ERP processes or records. These tools create a steady stream of context-specific feedback, which can be incredibly useful for addressing immediate issues.

One-on-one check-ins with key stakeholders, such as department heads or power users, can offer deeper insights into how your messages are being received. These personal conversations often reveal blind spots in communication that broader methods might overlook.

Anonymous channels encourage honest feedback from those who may hesitate to speak up in group settings. Simple tools like online forms or suggestion boxes can capture candid input about unclear messages, communication gaps, or preferred channels.

Timing matters when gathering feedback. Collect input right after meetings or at the end of each project phase to get fresh impressions and evaluate the long-term success of your communication efforts. All these methods feed directly into the ongoing review process of your communication plan.

Review and Update Your Communication Plan

Feedback isn’t just for collecting data – it’s about using those insights to refine your communication plan. Review your plan monthly to analyze what’s working, identify recurring challenges, and make necessary adjustments.

When analyzing stakeholder feedback, focus on actionable takeaways. For example, if several people report confusion about technical updates, you might simplify the language or add visuals. If field teams consistently miss email updates, consider switching to mobile-friendly options like SMS notifications.

Track how well your communication channels are performing and align them with stakeholder preferences. Updating your approach based on their feedback ensures your messages reach the right people in the most effective way.

Message effectiveness is another area to evaluate. If stakeholders keep asking questions that were already addressed, it might mean your messaging needs to be clearer or delivered differently. Regularly assess whether your key messages are being understood and retained.

Integrating feedback tools with your ERP system can make updates to your communication plan more seamless. For instance, bluDocs can centralize feedback and revisions, while SolarSuccess offers features to monitor communication effectiveness alongside project milestones.

Every quarter, conduct a comprehensive review of your communication strategy. This is the time to make major adjustments based on accumulated feedback and evolving project needs. Involve key stakeholders in these reviews to ensure your strategy aligns with their expectations for the next phases of the project.

The goal is to continuously improve after every feedback cycle. Whether it’s changing how often you send updates, switching communication channels, or tweaking the clarity of your messages, each cycle should result in meaningful adjustments. Document these changes and their outcomes to guide future ERP implementations effectively.

Conclusion: Communication Success for ERP Projects

Creating a solid communication plan is essential for a smooth ERP implementation. It comes down to five key elements: knowing your stakeholders, setting clear goals and messages, mapping out a realistic timeline, choosing effective communication channels, and building feedback loops for ongoing improvement.

Start by figuring out who needs to know what and when. Tailoring your messages to each stakeholder group is critical. For example, IT teams need technical details, executives want to see the business impact, and end users benefit from practical training updates. This targeted approach minimizes confusion and helps prevent resistance during the rollout.

Timing matters. Sync your communication schedule with the project’s phases, and ramp up updates during critical periods like go-live. This keeps everyone informed without overwhelming them and helps ease anxieties during major transitions.

The tools you use also play a big role. Cloud-based solutions like SolarSuccess can provide real-time updates on project progress, while integrated communication methods ensure your messaging supports your ERP rollout rather than competing with it.

Equally important is continuous improvement. Collect feedback regularly and adjust your communication plan as needed. Monthly reviews and quarterly assessments can help you stay in tune with stakeholder needs and adapt to any project changes.

Clear and consistent communication builds trust and confidence during an ERP transition. When stakeholders understand what’s happening, why it’s important, and how it impacts them, they’re more likely to support the project rather than resist it. By investing time and effort into a thoughtful communication strategy, you’ll pave the way for smoother implementation, better user adoption, and stronger business results.

FAQs

How can I keep stakeholders engaged and aligned during an ERP implementation?

To ensure stakeholders remain engaged and on the same page during an ERP implementation, begin by pinpointing all key players and gaining a clear understanding of their specific needs and priorities. Establishing a shared vision is crucial, so take the time to clearly outline the project’s goals and the advantages it brings. This can go a long way in building trust and enthusiasm.

Keep communication lines open and transparent by providing regular updates. This helps everyone stay informed about progress and any adjustments along the way. Involve stakeholders early during the planning phase, giving them opportunities to share their input and actively participate throughout the process. After implementation, don’t let the engagement stop – address their feedback and offer ongoing support to promote adoption and ensure the project’s success over the long term.

What are the best ways to choose communication channels that meet the needs of different stakeholders during an ERP project?

When choosing communication channels for an ERP project, it’s essential to match the method to the needs of your stakeholders and the nature of the information being shared. For example, routine updates can be efficiently handled through email or intranet portals, while more detailed discussions are better suited for video calls or meetings. For quick, on-the-go clarifications, instant messaging works best.

Using a mix of channels can help keep everyone informed and involved. Webinars are great for training sessions, newsletters work well for sharing progress updates, and feedback sessions provide a platform for gathering input. Adjusting your communication approach based on factors like urgency, confidentiality, and audience ensures smoother collaboration and stronger alignment throughout the project.

How can feedback loops improve an ERP communication plan and ensure ongoing success?

To make feedback loops a meaningful part of your ERP communication plan, prioritize collecting input on a regular basis. Use tools like surveys, user interviews, and in-app feedback features to understand concerns and spot areas that need attention.

Once you’ve gathered feedback, take the time to analyze it thoroughly. Use those insights to make updates that improve both the system itself and how you communicate about it. When you consistently respond to user input, you build trust, keep users engaged, and ensure your plan adapts to meet real needs – boosting satisfaction and paving the way for long-term success.