Project Success: System Champions

What is a System Champion?

A system champion is a person within an organisation who is responsible for promoting the use and adoption of business systems. Some refer to these people as "superusers", at Mercury we call these people "Gurus".  Gurus serve several purposes, including providing a type of first line support to other users, helping to identify gaps in workflow and assisting with training of new users. Gurus are integral to an organisation’s ability to, successfully and quickly, embed a new system into their everyday business activities.

Why should we appoint Gurus?

Your database is of paramount importance to your recruitment business and as such, knowledge regarding its proper and effective use to achieve your business goals is of equal importance. We actively encourage the appointment of Gurus during the Mercury implementation process and have seen the following benefits:

• It devolves the responsibility for good process from purely management level.

• It ensures that new users have access to knowledgeable colleagues.

• It keeps the Gurus themselves engaged and involved with business level priorities due to the added responsibility.

• And last, but not least, the many-hands-make-light-work approach virtually ensures the success of the implementation project.

What will these Gurus do exactly?

It is up to you exactly what your Gurus do for you in your organisation but here are a few suggestions about what they could do, from implementation and beyond: 

• Involvement in testing. Identify workflow improvements or spot data migration issues.

• Understand the training curriculum and run through exercises to better assist users during training and within their office.

• Understand the current and future workflows to mentor and train users correctly.

• Be responsible for following up how well colleagues are using a particular part of the system and drive performance.

• Provide end-user support by identifying and reporting critical issues to the help-desk.

What’s the best way to select a Guru?

The selection of the “right” Guru is critical to getting the most value out of appointing them. There is a natural tendency to select Administrators or Team Managers – but this selection method can cause problems for the following reasons:

Administrators are not consistently working in the system. They do not use the system in the same way as the largest user group (recruiters) and they therefore do not understand the associated challenges and priorities. (There are exceptions to this rule, however.)

Team Managers, again may not use the system the same way, but the bigger issue is that they normally do not have sufficient time to assist other users with their queries or to give training. Meaning that users must go elsewhere with their requests for help.

Here are a few tips on how we would find your company’s best Guru:

• Ask for volunteers – explain the position and expectations clearly so potential Gurus can make an informed decision. People who want to take on extra responsibility will undoubtedly do a better job than those forced to do it.
• Choose at least one recruiter and non-recruiter Guru - this ensures that there are people that understand the many different ways Mercury is used during business activities. (This may depend on the size of your business.)

• Select individuals who display the following characteristics or skills:

  • Excellent IT/database skills

  • Is punctual and accountable

  • Someone who consistently listens and contributes in team meetings

  • Addressees issues immediately with Management or IT and doesn’t ignore problems

  • Maintains a great rapport and is friendly with other users

  • Has the respect of other users

  • Is a good performer in their role

  • Always has a positive attitude

  • Has patience!

Getting the most from your selected Gurus

Once you have selected your Gurus, ensure you involve them throughout the implementation process. This will serve to build their knowledge from the beginning and develop buy-in for the use of Mercury to support business processes.

• Have regular meetings with the Guru team

• Empower them to assist with parts of the project

• Share positive results from their efforts and address negative feedback

• Assist and follow up on issues highlighted immediately

• Coach and mentor Gurus so they increase their skills

For more guidance on selecting your Gurus, please feel free to have a chat to your Mercury Project Manager or Customer Success Manager.