The Value of Subject Matter Experts
Why are subject matter experts so important?
People often ask me what the key ingredients to a successful Dynamics implementation are. There are a few things that contribute however I would like to focus on the value of subject matter experts (SME’s). Having people from the business area who can confidently contribute to the design and make decisions are key from the offset of the project.
As implementers and housing sector experts, we have a great understanding of each operational business area, however, our approach is to work with organisations to take them on the implementation journey, rather than ‘doing it’ to them. Having SMEs as part of the implementation team throughout each stage brings enormous benefits. We have outlined a few of these benefits throughout the different implementation stages below:
Benefits of having subject matter experts involved in the implementation
Design Stage
Contributing to the requirements and design, ensuring the solution meets the needs of the business from the offset helps the SME to believe in the solution. It enables them to take ownership and have something to take pride in whilst ensuring the solution is fit for purpose, future proof, and adds value.
Test Stage
Using the SME’s as the lead business testers enable them to get to know the solution. This naturally transitions them into ‘superusers’ over time. Having the opportunity to be part of the vigorous testing, provides them with confidence that the solution does exactly what they asked for, again obtaining further buy-in. Using the SMEs to support user acceptance testing, helps obtain end-user buy-in as colleagues see the confidence and enthusiasm of the SME.
Training
Utilising the SME to deliver or support the end-user training again instils confidence and buy-in with colleagues. The SME demonstrates the capability of the solution and how it meets the needs of the business, helping colleagues to understand the benefits the solution brings. The SME can answer questions as they arise relating to the future business process and solution and have a sense of ownership in doing so. This provides a positive impression to users across the organisation.
Go Live Support
Including SMEs in the go-live support team enables them to provide hands-on support to the end-users. Having been part of the implementation journey enables them to support colleagues with confidence.
Why you should have subject matter experts involved throughout implementation
Having SMEs involved from the start of the project allows them to understand the solution and benefits which naturally transitions them into champions of the solution. They work enthusiastically as part of the delivery team, helping to bring colleagues on board which supports the user adoption long term. By the time the solution is live, the SME has such a sense of responsibility and ownership that can be utilised well into the future as superusers, acting as the initial support for end-users. Quite often you find that these people build up such a valuable set of skills that they become permanent members of the implementation team or support team.
Taking the approach during your implementation to utilise SMEs enables your organisation to build up your knowledge and experience of solution capability and implementation delivery enabling you to do more for yourselves, relying less on implementation vendors.
For us as an organisation, it is great to see the achievements of the SME’s from where they start at the beginning of the project compared to the knowledge, confidence, and achievements at the end. The self-satisfaction it provides them gives them a hunger to do more. This gives us a great deal of satisfaction knowing we have supported users to become a success and provided them with a set of skills they can utilise in the future.