5 Steps for ERP Communication Planning

Implementing an ERP system is complex, and clear communication is the key to success. Without it, confusion, resistance, and inefficiencies can derail the project. Here’s how you can create an effective ERP communication plan in 5 steps:

1. Identify and Group Stakeholders: Map out everyone impacted by the ERP, from executives to end-users, and group them by role (e.g., decision-makers, daily users, IT teams).
2. Set Communication Goals and Messages: Define measurable goals (e.g., training completion rates) and craft messages tailored to each group’s concerns and priorities.
3. Build a Communication Timeline: Align updates with ERP project phases (e.g., planning, testing, go-live) and increase frequency during critical stages.
4. Choose the Right Channels: Use tools like email, meetings, video calls, or intranet portals based on stakeholder preferences and urgency.
5. Establish Feedback Systems: Create channels for input (e.g., surveys, town halls) and ensure consistent messaging across all communications.

Pro Tip: Consistency and stakeholder alignment are key. A structured communication plan reduces confusion, builds trust, and ensures smoother ERP rollouts.

Step 1: Find and Group Your Stakeholders

The backbone of any successful ERP communication plan lies in identifying and understanding your stakeholders. This isn’t just about compiling a list of names – it’s about recognizing the roles and influences that will shape your ERP implementation journey.

Create a Stakeholder Map

A stakeholder map helps you see the bigger picture. Start by pinpointing everyone directly impacted by the ERP system. Then, widen the scope to include those whose input or influence could sway the project’s success.

Internal stakeholders might include project sponsors, department heads, IT teams, and end-users like manufacturing operators, procurement staff, and sales representatives. Don’t forget external stakeholders such as suppliers and key customers who interact with your systems.

Begin with your core project team and branch out. Ask yourself:

• Who will use the system daily?
• Who manages the budget for this project?
• Who can influence deadlines?
• Who depends on the current flow of data?

Document each stakeholder’s role, department, experience with ERP systems, and any concerns they might have. This map will help you group stakeholders and tailor communications to their specific needs.

Group Stakeholders by Their Roles

Once you’ve identified your stakeholders, organize them into meaningful groups. This makes it easier to customize your communication strategy based on their level of influence, interest, and the impact the project will have on them.

• High-influence stakeholders: These are decision-makers like C-suite executives, project sponsors, and department heads. They need strategic-level updates about ROI, timelines, and overall business outcomes – not granular technical details.
• High-interest stakeholders: This group includes daily users such as production managers, inventory specialists, and sales teams. Their main concerns revolve around workflow changes, training opportunities, and how the ERP system will affect their day-to-day tasks.
• High-impact stakeholders: IT teams, key suppliers, and critical customers fall into this category. These stakeholders require detailed technical information and advance notice about changes that could disrupt their operations.

You’ll also find internal stakeholders, like project sponsors and end-users, who have direct control over the ERP implementation’s success. External stakeholders, such as suppliers or third-party integrators, may not have direct control but can still influence outcomes.

For example, manufacturers using Procuzy might need to address concerns about cloud security and real-time data access. Grouping stakeholders with similar concerns allows you to provide focused information on data protection, system reliability, and integration features.

Step 2: Set Communication Goals and Key Messages

Once you’ve mapped and grouped your stakeholders, the next step is to establish clear communication goals and craft key messages that will push your ERP project in the right direction.

Define Your Communication Goals

Your communication goals should tie directly to the objectives of your ERP implementation. For example, you could aim to ensure that 90% of end-users fully understand ERP functions before formal training begins. Highlight the system’s benefits, like real-time tracking and automated alerts, but avoid rehashing earlier discussions.

Reducing resistance is essential, and this starts with building support. One goal might be to get department leaders actively championing the project within their teams or securing a particular approval rating in employee surveys.

Timelines are another critical area. Stakeholders need to clearly understand key milestones and their roles at each stage. For instance, ensure department heads know when their teams must complete data migration tasks or allocate time for training.

If you’re a manufacturer implementing Procuzy, addressing security and data protection concerns should be a priority. You might set a goal for 100% of stakeholders to grasp the system’s data protection measures before the go-live date or ensure IT teams feel fully prepared to handle integrations.

Make your goals specific, measurable, and time-bound. Instead of vague goals like "improve understanding", go for something concrete: "Achieve 85% comprehension scores on ERP knowledge tests by the end of the project’s third month."

Write Your Core Messages

With your goals in place, the next step is to develop core messages that will steer all your communications. These messages should be simple enough to remember and repeat accurately, yet broad enough to address the primary concerns of your stakeholders.

Start by explaining the why behind the ERP implementation. Focus on the business outcomes, not just the technical features. For example, a manufacturing company might say: "This ERP system will help us cut inventory costs by 15% and speed up order fulfillment, enabling us to serve our customers better and stay competitive."

Benefit messages should be tailored to what each group cares about most. For production managers, emphasize how automated stock alerts can prevent stockouts and delays. For sales teams, focus on how real-time inventory updates allow them to give customers accurate delivery timelines. For executives, highlight cost savings and operational efficiency.

Change messages should address the inevitable adjustments to workflows. Be upfront about the learning curve but stress the support available. For instance: "Yes, there will be new processes to learn, but we’ll provide thorough training and ongoing support to make the transition smoother."

Timeline messages are essential for keeping everyone aligned. Use straightforward language to outline key phases: "Over the next three months, we’ll complete setup and data migration. After that, we’ll spend two months on training, with a full go-live planned for January 2026."

Keep these messages conversational and free of jargon. Test them with a few stakeholders from different groups to ensure they resonate. If someone struggles to explain your message back to you, it’s a sign that it needs to be simplified.

Finally, document these core messages and share them with everyone involved in communicating about the project. Consistency is key – it builds credibility, and credibility fosters trust in your ERP implementation.

Step 3: Build a Communication Timeline and Schedule

Once you’ve set your goals and developed your messaging, the next step is creating a detailed timeline. A well-organized schedule ensures that everyone stays on the same page and receives updates at the right time.

Match Communication to Project Phases

Your communication efforts should align with each phase of the ERP project, addressing specific challenges and keeping stakeholders informed.

• Planning phase: Kick things off with a company-wide announcement that sets expectations and explains the purpose of the project.
• Design phase: Share updates about process mapping and workflow changes so stakeholders can understand how their daily responsibilities might evolve.
• Development and data migration phase: Provide progress reports focused on technical milestones, but keep the information digestible for non-technical audiences.
• Testing phase: Increase communication frequency. Send invitations for user acceptance testing so stakeholders can plan their participation.
• Go-live phase: This is the most communication-heavy period. Daily reminders and clear instructions will help minimize confusion during this critical stage.
• Post-implementation phase: Continue sending updates to address any issues, celebrate milestones, and reinforce the new processes.

Keith Williams, Vice President for ERP Solutions Delivery at Oracle Consulting, highlights the importance of ongoing communication after go-live: “Communication should not stop after go-live; ongoing updates are crucial for user adoption and issue resolution”.

For manufacturers using Procuzy, an organized timeline is especially useful. Features like real-time inventory tracking and multi-location support require coordinated updates. This helps teams across various facilities understand how tools like automated stock alerts and demand forecasting will affect their workflows.

By integrating communication into every phase of the project, you can ensure smoother transitions and stronger alignment among all stakeholders.

Use Clear Scheduling Formats

A clear and organized schedule helps avoid confusion and ensures accountability. Use tools like project management software (e.g., ClickUp or Microsoft Project) or shared calendars to centralize schedules, send automated reminders, and assign responsibilities.

Gantt charts are particularly helpful for illustrating how communication activities tie into project milestones. They’re also great for presenting progress to executives or conducting project reviews.

To avoid scheduling errors, stick to U.S. date formats (MM/DD/YYYY) and 12-hour time (AM/PM). Here’s an example of how communication activities might look across the ERP project phases:

Flexibility is key. ERP projects can encounter delays, so be prepared to adjust your communication plan. When timelines shift, send immediate updates explaining the reasons for the changes and how they affect deliverables.

As the go-live date approaches, increase the frequency of updates. While monthly communications may work early on, weekly – or even daily – updates are often necessary during testing and launch phases. Research shows that companies with structured communication plans see up to 30% higher project success rates compared to those without formal schedules.

Document who is responsible for each update and when it will be sent. This clarity ensures that everyone stays accountable, even during busy periods, and keeps your messaging consistent throughout the ERP implementation process.

Step 4: Pick the Right Communication Channels

Once your timeline is set, the next step is choosing the best communication channels to deliver your messages effectively. This decision can make or break your ERP implementation. Different stakeholders have different preferences for receiving information, so aligning your channels with their needs ensures your messages actually get through.

Review Communication Tools

Each communication tool has its strengths, and understanding how to use them can help you connect with your audience more effectively:

• Email works well for formal announcements, detailed updates, and anything that might need to be referenced later. Use it for things like weekly progress reports, policy changes, or updates that require a clear record.
• Face-to-face meetings are ideal for tackling complex issues, solving problems, or gathering immediate feedback. Town halls, for instance, are great for sharing company-wide updates on ERP milestones, such as go-live dates or addressing concerns that span multiple departments.
• Video conferencing blends the advantages of face-to-face interaction with the convenience of remote communication. For companies with multiple locations, platforms like Microsoft Teams or Zoom are perfect for training sessions, stakeholder updates, or demonstrations of new ERP features.
• Instant messaging tools like Slack or Microsoft Teams chat are perfect for quick, real-time communication. Use them for urgent updates, daily check-ins, or problem-solving during the testing phase when teams need to report bugs or ask questions quickly.
• Intranet portals serve as a one-stop shop for all ERP-related information. Training materials, FAQs, project timelines, and contact details can all live here, making it easy for stakeholders to find what they need without sifting through emails.
• Digital displays in common areas, like break rooms or production floors, are great for reaching frontline workers who might not regularly check email. Use these to share training reminders, go-live countdowns, or quick tips for new procedures.

If your company uses tools like Procuzy, you can customize your approach to emphasize features such as real-time tracking via instant messaging or detailed training through video sessions.

Compare Channel Options

Once you’ve reviewed the tools, it’s time to match each one to your audience and communication needs. Here’s a quick comparison of their strengths:

Tailor Communication to Stakeholders

Frequency matters. High-level executives usually prefer monthly email summaries or quarterly face-to-face briefings. Department managers, on the other hand, may need weekly updates via email or video calls. End users benefit most from daily reminders during critical phases, which can be delivered through instant messaging or digital displays.

Consider the work environment. Office employees can easily access emails and video calls, but production floor workers may only check messages during breaks. For shift workers, digital displays are a great solution, while office staff can rely on email for the same updates.

Match the urgency to the channel. For critical issues like system outages, use immediate channels such as phone calls or instant messaging. Routine updates, however, can be shared via email or intranet posts. Training announcements should go out early via email, followed by reminders through quicker methods.

Use a Multi-Channel Approach

For important messages, don’t rely on a single channel. For example, you can announce major milestones through email, reinforce them in team meetings, and post reminders on digital displays. This layered approach ensures that your message reaches everyone, regardless of their preferred communication style.

Finally, test your communication strategy before the ERP project ramps up. Send out a survey to understand stakeholders’ preferences or pilot an announcement across different channels to see which gets the best response. This preparation will help you fine-tune your approach before the project hits its critical phases.

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Step 5: Set Up Feedback Systems and Keep Everyone Aligned

The final step in your ERP rollout is all about creating effective feedback loops and ensuring consistent communication. Without clear feedback systems, important issues might slip through the cracks, potentially derailing your progress. At the same time, inconsistent messaging can lead to confusion and erode trust among your team. Here’s how to avoid these pitfalls.

Create Feedback Systems

Different stakeholders have different ways they prefer to communicate, so it’s important to offer a variety of feedback channels. This ensures everyone has a voice, whether they prefer anonymous input or direct discussions.

• Anonymous surveys: These are great for gathering honest opinions, especially about concerns or resistance. Tools like Microsoft Forms or Google Forms work well for this. Keep the surveys short (about 5 minutes) and send them out monthly during planning and weekly during critical phases. Ask focused questions like, "What’s your biggest concern about the new ERP system?" or "How prepared do you feel for the upcoming training?"
• Town halls: Regular town halls provide an open forum for updates and live Q&A. During the planning phase, hold these monthly, and increase to bi-weekly during implementation. Keep them short – 30 minutes for updates and 15 minutes for questions. Record the sessions and share them on your intranet for those who can’t attend.
• Department-specific workshops: Tailored workshops help address concerns unique to specific teams. For example, production teams might have different challenges than accounting staff. These smaller, focused sessions often encourage more detailed feedback since participants feel more at ease in familiar groups.
• Digital suggestion boxes: Platforms like Microsoft Teams or Slack can host dedicated channels for ERP feedback. This gives stakeholders a place to share input anytime. Monitor these channels daily and respond within 24 hours to show you’re listening.
• One-on-one check-ins: Schedule brief, 15-minute monthly check-ins with department heads, super users, or other key team members. These informal chats can uncover issues that might not come up in group settings.

For manufacturers using tools like Procuzy, tailor feedback sessions to focus on specific features. For instance, ask production supervisors how changes to batch tracking or multi-location support might affect their workflows. By aligning feedback systems with your communication plan, you ensure everyone stays on the same page during the rollout.

Maintain Message Consistency

Ensuring that everyone receives the same clear and accurate information is just as important as gathering feedback. Mixed messages can create confusion and undermine trust, so consistency is key.

• Centralize your messaging: Create a shared repository where your team can access approved talking points, FAQs, and other key information. Update this resource weekly and notify everyone of changes to avoid outdated or conflicting information.
• Implement a communication approval process: Designate one person to review and approve major announcements or updates. While not every email needs sign-off, critical messages – like policy changes or problem notifications – should go through this process.
• Hold weekly alignment meetings: Bring together representatives from IT, HR, operations, and other involved teams for a quick 30-minute check-in. Use this time to review upcoming communications, address concerns, and ensure everyone is aligned on the project’s status.
• Prepare response templates: Have ready-to-use templates for common questions about topics like training schedules, system downtime, or feature updates. This ensures your team provides consistent answers across the board.
• Monitor communication channels: Assign team members to keep an eye on all channels for inconsistencies. If discrepancies arise, address them immediately to clarify the correct information.
• Use consistent terminology: Stick to the same terms across all communications. For example, if you refer to a milestone as "go-live", don’t call it "system launch" elsewhere. Create a glossary of terms and share it with everyone involved in the project.
• Track recurring feedback themes: If you notice the same questions or concerns popping up repeatedly, it’s a sign that your messaging might need tweaking. Keep a simple spreadsheet to track these trends and adjust your strategy as needed.

When stakeholders see their feedback being taken seriously and leading to real improvements, it creates a positive cycle. Better communication encourages better feedback, which ultimately results in smoother implementation and stronger outcomes.

Conclusion: Main Points for ERP Communication Success

Creating a solid communication plan for your ERP project is essential for building trust, aligning teams, and minimizing risks during implementation. By following these five steps, you can establish a clear and effective framework to support every stage of your ERP journey.

Start by mapping and categorizing stakeholders to ensure no one is left out of the loop. Define clear communication goals and craft core messages to eliminate confusion about the project’s objectives and benefits. A structured timeline ensures that everyone stays informed at the right moments, while selecting the right communication channels helps deliver messages in ways that resonate with your audience. Finally, implementing feedback systems fosters two-way communication, making it easier to address concerns before they escalate into larger issues.

Consistent messaging is critical for reducing risks. When employees clearly understand the purpose and advantages of the new ERP system, they’re more likely to support the change. On the other hand, mixed signals can lead to distrust and delays.

For manufacturers using Procuzy, this framework goes beyond just technical adoption – it also improves operational workflows. For example, when production teams see how features like real-time inventory tracking and batch management can simplify their daily tasks, they’re more inclined to embrace the system. Highlighting advantages such as automated alerts and real-time updates can significantly boost stakeholder buy-in.

Investing time in communication planning pays off with smoother implementations, higher adoption rates, and fewer post-launch challenges. Teams that prioritize structured communication not only experience better rollouts but also build trust that supports future system enhancements and expansions.

It’s important to remember that communication planning isn’t a one-and-done effort – it needs to evolve alongside your project. Regular feedback helps fine-tune your approach, and consistent messaging keeps everyone aligned on shared goals and progress. This combination is essential for gaining stakeholder support and successfully transforming your manufacturing operations. A well-thought-out communication strategy can turn ERP challenges into lasting operational improvements.

FAQs

How can I communicate effectively with suppliers and customers during an ERP implementation?

Communicating Effectively During ERP Implementation

When rolling out an ERP system, keeping communication clear and consistent with suppliers and customers is key. Start by crafting a well-structured communication plan that includes specific timelines and regular updates. This ensures everyone stays informed and on the same page throughout the project.

An ERP platform like Procuzy can simplify this process by centralizing communication. With real-time data sharing and streamlined interactions, you can reduce misunderstandings, build trust, and strengthen your relationships with external partners.

The cornerstone of this approach? Consistent, honest, and timely updates. Keeping suppliers and customers engaged and aligned with your goals is crucial for a smooth and successful implementation.

How can I ensure consistent and effective messaging in my ERP communication plan?

To create a strong and consistent ERP communication plan, focus on crafting messages that are clear and tailored to the specific needs of your different stakeholder groups. Use established channels like emails, newsletters, or team meetings to share regular updates. This keeps everyone informed and ensures alignment throughout the process.

Repetition is key – reinforce your core messages at regular intervals. Encourage collaboration across departments to ensure everyone is on the same page about the ERP goals and benefits. This approach minimizes misunderstandings, builds trust, and lays the groundwork for a smooth and successful implementation.

How can I choose the right communication channels to effectively engage different stakeholders during ERP implementation?

To choose the right communication channels for engaging stakeholders in an ERP project, the first step is understanding their preferences, roles, and how involved they are in the process. For instance, some stakeholders might appreciate detailed updates through email, while others could find in-person meetings or visual presentations more effective.

Once you’ve got a clear picture of their needs, tailor your messaging to make sure it’s both clear and relevant. The frequency of updates should also match the importance of the information and the specific role of each stakeholder. Aligning your communication approach with their expectations not only improves collaboration but also helps prevent misunderstandings, paving the way for a smoother ERP implementation.

Related posts

• How to Implement ERP Software in Manufacturing: Step-by-Step Guide
• Manufacturing ERP Implementation Checklist: 12 Essential Steps
• 7 ERP Implementation Risks and How to Avoid Them
• ERP Requirements Gathering Checklist