How on-site support transforms your SAP implementation: it’s more than just support

Personal contact. It seems obvious, but in a world of virtual meetings and remote work, it has become a rare commodity. Yet, it’s precisely this contact that makes all the difference, especially in complex SAP implementations like SAP Ariba and SAP S/4HANA. At McCoy, we’ve seen time and time again how on-site support is essential for successful adoption.

During a recent SAP Ariba Guided Buying implementation, I was physically present at the user acceptance test (UAT). And it worked—not just for quick fixes but also to genuinely guide users and increase engagement.

In this blog, I’ll explain why on-site change management is the key success factor in SAP implementations and how we apply this at McCoy.

Building stronger relationships during the user acceptance test

During a recent SAP Ariba Guided Buying implementation, almost every aspect of the project was carried out digitally—from planning and training to daily stand-ups and weekly updates. But for the critical user acceptance test (UAT), we opted for on-site support, which elevated the implementation to the next level.

The added value of being physically present was immediately clear. Not just to resolve bugs or answer questions on the spot, but more importantly, to make real connections. Personal contact allowed us to recognize team dynamics, communication styles, and subtle cues that often get lost online.

For example, during one session, a key user’s subtle facial expression revealed that she didn’t fully understand a process. By stepping in immediately and guiding her through it step by step, her confidence and understanding grew significantly.

We also noticed that the informal setting of being on-site made it easier for key users to ask deeper, more thoughtful questions. This not only strengthened their knowledge but also improved our collaboration. After the on-site phase, we received more frequent and meaningful input from the key users we had met in person.

The human factor: faster adoption, better results

The combination of online training and on-site support created the perfect balance for the key users. What they learned virtually, they could practice and apply on-site, knowing we were there to support them if something went wrong. The result? Locations with on-site support completed the UAT faster, more efficiently, and with greater confidence than those without physical guidance.

In large SAP implementations, where change often meets resistance, the human factor makes all the difference and exceeds expectations. By being physically present, we built trust and demonstrated that we were working toward the same shared goal.

The key to success: hybrid collaboration

This project showed that a hybrid approach—where online tools deliver efficiency and on-site support strengthens the human connection—is crucial for a successful SAP implementation. Tools like Microsoft Teams help us share real-time updates and progress, but the true difference is made on the days you’re on-site.

The takeaway is clear: combine the best of both worlds and leverage the power of physical presence during critical phases like change management and UAT. This ensures not only a successful implementation but also long-lasting adoption.

Ready to take your SAP implementation to the next level with a hybrid approach?

Contact change expert Thomas van de Wouw at thomas.van.de.wouw@mccoy-partners.com to discover how we can help your organization succeed.