The introduction of an ERP system such as Dynamics 365 Business Central is a strategic milestone – and a challenge at the same time. Technology alone does not determine the success of a project. The decisive factor is how well the people in the company are prepared and involved. This is where key users come into play – and they often make the decisive difference.
What are key users – and why do you need them?
Key users are employees from the respective specialist departments who are actively involved in the ERP project. They act as an interface between the project team (internal or external), IT and the subsequent end users.
Typical tasks of key users:
- Record and prioritise requirements from practice
- Define, test and document processes
- The following act as contacts for questions and feedback from colleagues
- Co-design training content – and teach it later yourself
Their specialist knowledge and their practical perspective make them irreplaceable – especially when individual workflows are mapped or existing processes are scrutinised.
“Train the trainer” – training with a multiplier effect
A proven model in ERP implementation is the “train the trainer” principle. Key users are first given intensive training by the implementation partner or the project team. They then pass this knowledge on to their colleagues – in a targeted, practical and understandable way.
Advantages of the train-the-trainer approach:
- Knowledge stays in-house: training expertise remains within the company in the long term
- Fast response: questions and problems can be solved internally
- Greater acceptance: colleagues learn from colleagues – this creates trust
- Cost efficiency: Significantly reduces external training costs in the long term
Comparison of alternative forms of training
| Training model | Advantages | Disadvantages |
| Train the Trainer | Practical, internally anchored, sustainable | Higher initial outlay for key users |
| Central training | Standardised quality, directly by experts | Little individual, high external costs |
| Online training | Flexible, reusable, cost-efficient | Low interactivity, often theoretical |
| Persönliches Coaching | Individual, intensive, personal | High time and cost expenditure |
The ideal solution is usually a combination: a well-organised train-the-trainer concept supplemented by targeted on-demand content or specific expert workshops.
Practical tip
Choose your key users carefully. They should:
- be professionally competent and committed
- have a good understanding of processes
- be a strong communicator and enjoy trust in the team
- be prepared to take responsibility
A motivated key user can achieve more than any training software – because they explain the system in the language of the user.
Conclusion
Key users are not a peripheral figure, but one of the central success factors in the introduction of Dynamics 365 Business Central. They combine technology with expertise and guide their teams through the change. Investing in the selection and training of key users at an early stage lays the foundation for a successful, sustainable ERP implementation – with real multipliers in-house.