Turn key users into your strongest change ambassadors

A successful digital transformation depends on involving the right people at the right time. In SAP projects, key users often act as the bridge between IT and the business. But what if we go a step further and help them grow into real champions of change?

The key role of key users

Key users know how processes really work. They understand their colleagues and sense when confusion or resistance might arise. If we only involve them for testing or training, we miss out on their full potential. What they need is support, guidance, and recognition.

Here is how change management helps throughout the project:

1. Early involvement creates ownership
Include key users in the process from the very beginning. When they understand the reason behind a change and where the organization is heading, they can tell that story in their own words to their own teams.

2. Training in soft skills and communication
Not every key user is naturally comfortable with communication. Change management can help with:

• Talking to colleagues about change

• Spotting resistance and responding to it

• Explaining the reason behind new systems or processes
  Even a short workshop can make a big difference.

3. During UAT: support and listen
User Acceptance Testing is a turning point. It is not just about testing the system, but also about testing belief in the project. If something goes wrong or feels unclear, key users may lose motivation. That is why we:

• Offer hands-on support during UAT

• Set up daily check-ins to listen and respond to input

• Actively show that feedback leads to improvements

This creates trust and keeps energy high.

4. After go-live: support on the work floor
Key users are often the first line of support after go-live. Help them with:

• Clear FAQs and guidance

• Regular moments to check in and share concerns

• Escalation paths for tough questions
  Make sure their work is appreciated and visible in internal communication. Recognition keeps people engaged.

From user to agent of change
When you train and support key users properly, they become much more than testers. They grow into visible examples of change. That is how you make transformation stick, with a strong system and a team that truly embraces it.

Want to know how change could work in your organization?
Contact Cindy van den Elzen for a quick chat or a sparring session. (cindy.van.den.elzen@mccoy-partners.com)