Training, Change Management & User Adoption: Empowering Your Business Central Users

Part 7 of 8 in the Business Central Implementation Series

Published: December 2025 | Reading Time: 14 minutes

Introduction

Technology implementations succeed or fail based on people, not just systems. You can have perfectly configured Business Central, flawless data migration, and sophisticated customizations—but without effective training, thoughtful change management, and strong user adoption, your implementation will underdeliver on its promise.

This phase transforms your Business Central implementation from a technical achievement into a business success. It's where users transition from resistance or uncertainty to confidence and proficiency. Where old habits give way to new, more efficient workflows. Where the organization realizes the return on its ERP investment.

This comprehensive guide provides proven strategies for training users effectively, managing change thoughtfully, and driving sustainable adoption throughout your organization.

Change Management Strategy and Importance

Change management is not a soft skill—it's a critical success factor that directly impacts ROI.

Why Change Management Matters

The Statistics:

Research consistently shows:

• 70% of change initiatives fail due to employee resistance and lack of management support

• Organizations with excellent change management are 6x more likely to meet project objectives

• User adoption issues are the #1 cause of ERP implementation failure

• Effective training increases productivity by 30-50% post-go-live

The Human Element:

People naturally resist change because:

• Fear of the Unknown: Uncertainty about new processes creates anxiety

• Comfort with Current State: Existing systems are familiar, even if inefficient

• Competency Concerns: Worry about ability to learn new skills

• Job Security: Fear that automation threatens employment

• Workload Anxiety: Concern about additional work during transition

Change Management Addresses These:

Structured change management:

• Builds understanding of why change is necessary

• Creates vision of positive future state

• Provides support through transition

• Celebrates wins and acknowledges challenges

• Develops competence and confidence

Change Management Framework

ADKAR Model:

A proven change management approach:

Awareness of need for change:

• Communicate business reasons for Business Central

• Share pain points being addressed

• Explain risks of maintaining status quo

Desire to participate and support change:

• Create compelling vision of future state

• Show "what's in it for me" for each role

• Address concerns and objections

• Build coalition of supporters

Knowledge of how to change:

• Comprehensive training programs

• Documentation and job aids

• Access to information and resources

Ability to implement change:

• Hands-on practice opportunities

• Coaching and mentoring

• Time to develop proficiency

• Support resources readily available

Reinforcement to sustain change:

• Recognition and rewards for adoption

• Consequences for non-adoption

• Continuous improvement

• Monitoring and course correction

Change Sponsors and Champions

Executive Sponsor Role:

Senior leader who:

• Visibly supports the implementation

• Communicates importance to organization

• Removes barriers and provides resources

• Holds leaders accountable for adoption

• Celebrates successes publicly

Sponsor Responsibilities:

• Kickoff communication setting tone

• Regular updates on progress and benefits

• Participation in key training events

• Resolution of escalated issues

• Recognition of high performers

Change Champions Network:

Influential employees who:

• Advocate for Business Central in their departments

• Provide peer support and coaching

• Share tips and best practices

• Identify and address concerns early

• Serve as feedback conduit to project team

Champion Characteristics:

• Respected by peers

• Positive attitude toward change

• Strong communicators

• Early adopters of technology

• Invested in organization success

Champion Program:

• Select 1-2 champions per department

• Provide advanced training

• Regular meetings with project team

• Recognize contributions publicly

• Empower to influence peers

Stakeholder Communication Plan

Consistent, targeted communication drives awareness and builds support.

Communication Principles:

Frequency: Regular communication prevents information vacuum

Clarity: Simple, jargon-free messages

Honesty: Acknowledge challenges, don't just tout benefits

Two-Way: Listen as much as broadcast

Multi-Channel: Use various formats and media

Targeted: Tailor messages to audience

Communication Plan Structure:

Stakeholder Analysis

Identify audiences and their needs:

Executive Leadership:

• Interests: ROI, strategic alignment, risk management

• Communication Needs: High-level status, key decisions, major issues

• Frequency: Monthly

• Channels: Executive briefings, dashboards, email summaries

Department Managers:

• Interests: Team readiness, operational impact, resource requirements

• Communication Needs: Detailed plans, training schedules, change impacts

• Frequency: Bi-weekly

• Channels: Manager meetings, email updates, intranet

End Users:

• Interests: "What changes for me?", "How will I learn?", "When does it start?"

• Communication Needs: Practical information, training schedules, support resources

• Frequency: Weekly leading up to go-live, daily during transition

• Channels: Email, team meetings, posters, intranet, video messages

IT Staff:

• Interests: Technical details, support procedures, integration points

• Communication Needs: Technical documentation, training on admin tasks

• Frequency: Weekly

• Channels: Technical briefings, documentation portal, email

Communication Timeline

6-12 Months Before Go-Live:

• Project announcement and vision sharing

• "Why Business Central?" messages

• Change champion identification

• Initial awareness building

3-6 Months Before:

• Detailed impact communications by role

• Training plan announcements

• Success stories from other organizations

• "What's changing" messages

1-3 Months Before:

• Training schedule communications

• Job aid distribution

• Go-live date announcements

• "Get ready" messaging

Go-Live Week:

• Daily communications

• Support resources reminders

• Encouragement and motivation

• "We're in this together" messaging

Post Go-Live:

• Success celebrations

• Known issue updates

• Tips and tricks sharing

• Continuous improvement invitations

Communication Tools and Channels:

Email:

• Regular newsletter (e.g., "Business Central Update")

• Targeted announcements

• Training reminders

• Success stories

Intranet/Portal:

• Dedicated Business Central section

• FAQ repository

• Training resources

• Contact information

Town Halls and Meetings:

• Quarterly all-hands updates

• Department-specific sessions

• Q&A forums

• Demo days

Visual Communications:

• Posters in common areas

• Digital signage

• Infographics

• Video messages

Collaboration Platforms:

• Teams channels for questions and tips

• Yammer communities

• Discussion forums

Training Needs Assessment by Role

Effective training starts with understanding who needs to learn what.

Role-Based Training Matrix:

Executive/Manager Roles

What They Need:

• High-level system overview

• Key reports and dashboards

• Decision-support capabilities

• Mobile access

• AI and analytics features

Training Approach:

• Executive briefing (2 hours)

• Personalized dashboard orientation

• On-demand report library

• VIP support channel

Accounting/Finance Roles

What They Need:

• G/L posting and period-end procedures

• Bank reconciliation

• Financial reporting

• Dimensions and analysis

• Budgeting and consolidation

• Compliance and audit features

Training Approach:

• Comprehensive training (3-4 days)

• Process-specific deep dives

• Practice exercises with realistic scenarios

• Period-end simulation

• Advanced features training

Sales Roles

What They Need:

• Customer management

• Quote and order processing

• Pricing and discounts

• Inventory availability

• Sales reporting and forecasting

• Mobile app usage

• Copilot sales features

Training Approach:

• Role-specific training (2 days)

• Sales process walkthrough

• Mobile app hands-on

• CRM integration (if applicable)

• Quick reference guides

Purchasing Roles

What They Need:

• Vendor management

• Purchase requisition and approval

• Purchase order processing

• Receiving and quality

• Invoice processing

• Vendor performance

Training Approach:

• Procurement-focused training (2 days)

• Approval workflow practice

• Three-way matching exercises

• Integration with inventory

Inventory/Warehouse Roles

What They Need:

• Item master data

• Receiving and putaway

• Picking and shipping

• Stock transfers

• Cycle counting

• Bin management

• Mobile device usage

Training Approach:

• Hands-on warehouse training (2 days)

• Mobile device focus

• Physical warehouse walkthrough

• Barcode scanning practice

• Exception handling

Customer Service Roles

What They Need:

• Order status inquiries

• Returns processing

• Customer information lookup

• Basic troubleshooting

• Communication tools

Training Approach:

• Customer service training (1 day)

• Inquiry and lookup focus

• Common scenario practice

• Quick resolution techniques

IT/System Administration

What They Need:

• System administration

• User management

• Security and permissions

• Backup and recovery

• Integration monitoring

• Troubleshooting

• Extension management

Training Approach:

• Technical administration training (3-5 days)

• Certification preparation

• Hands-on lab exercises

• Advanced troubleshooting

• Microsoft documentation review

Training Needs Documentation:

For each role, document:

• Job responsibilities

• Current system usage

• Business Central modules required

• Transaction types performed

• Reporting needs

• Mobile requirements

• Training duration required

• Prerequisites

Developing Training Materials

Effective training materials support learning during and after formal training.

Training Material Types:

User Guides and SOPs

Purpose: Step-by-step procedural documentation

Structure:

Example SOP: "Creating a Sales Order"

• When: Customer places order

• Steps: Navigate → Enter customer → Add items → Set delivery → Post order

• Screenshots: Each step with annotations

• Tips: Use Copilot suggestions, check inventory availability

• Troubleshooting: Credit limit exceeded, item out of stock

Best Practices:

• One procedure per document

• Visual (screenshots, diagrams, flowcharts)

• Simple language, short sentences

• Consistent formatting

• Version controlled

• Easily searchable

Video Tutorials

Advantages:

• Visual learning for visual learners

• Can pause and replay

• Demonstrate mouse movements and navigation

• Show actual system interaction

• Accessible on-demand

Video Types:

Micro-Videos (2-3 minutes):

• Single task focus

• "How to create a customer"

• "How to post a payment"

• Quick reference when needed

Process Videos (5-10 minutes):

• End-to-end workflow

• "Complete order-to-cash process"

• "Month-end close procedures"

• Context and flow

Overview Videos (15-20 minutes):

• Module introduction

• Feature capabilities

• Business value explanation

Production Tips:

• Professional but not over-produced

• Clear audio quality

• Consistent format and branding

• Closed captions for accessibility

• Indexed for easy navigation

• Hosted on accessible platform (YouTube, SharePoint, LMS)

Quick Reference Cards

Purpose: One-page job aids for quick lookup

Format:

• Single page (front and back)

• Laminated for desk/wall posting

• High-level steps

• Key shortcuts and tips

• Critical reminder information

Examples:

• "Sales Order Quick Card"

• "Keyboard Shortcuts"

• "Common Tasks Cheat Sheet"

• "Who to Call for Help"

Design Principles:

• Visual and scannable

• Large, readable fonts

• Color-coded sections

• Icons and symbols

• Minimal text

Interactive Walkthroughs

Purpose: Hands-on learning in safe environment

Options:

Sandbox Environment:

• Live Business Central sandbox

• Practice data

• Users experiment without consequences

• Realistic experience

Simulation Software:

• Screen recording with interactive hotspots

• Guided practice

• Branch scenarios based on choices

• Automatic feedback

Benefits:

• Learning by doing

• Risk-free practice

• Self-paced exploration

• Reinforces concepts

• Builds confidence

Training Delivery Methods

Choose appropriate training delivery to match audience, content, and constraints.

Instructor-Led Training

Format: In-person or virtual classroom with live instructor

Advantages:

• Personal interaction and Q&A

• Immediate clarification of confusion

• Instructor adapts to audience

• Team learning and collaboration

• Scheduled time dedicated to learning

Disadvantages:

• Requires coordinating schedules

• Travel costs (if in-person)

• Fixed pace (may be too fast or slow for some)

• Limited time to cover everything

• Expensive for large audiences

Best Used For:

• Core user training

• Complex processes

• New-to-ERP users

• Change-resistant groups

• Kick-off training

Best Practices:

• Limit class size (12-15 people)

• Group by role for relevance

• Mix presentation with hands-on

• Frequent breaks

• Realistic exercises

• Practice in sandbox environment

• Provide materials in advance

• Record sessions for review

Train-the-Trainer Approach

Concept: Train internal "super users" who then train peers

Process:

1. Select super users (change champions)

2. Provide comprehensive training

3. Equip with training materials and tools

4. Super users train departments/teams

5. Project team supports super users

Advantages:

• Scalable to large organizations

• Peer-to-peer learning effective

• Super users remain as ongoing resources

• More cost-effective than external trainers

• Cultural and organizational context

Disadvantages:

• Requires time investment in super users

• Quality depends on super user capability

• Potential for inconsistent training

• Super users have regular job responsibilities

Success Factors:

• Select strong trainers and communicators

• Provide train-the-trainer instruction

• Supply comprehensive materials

• Ongoing support from project team

• Recognition and compensation for super users

E-Learning Modules

Format: Self-paced online courses

Advantages:

• Accessible anytime, anywhere

• Self-paced learning

• Consistent content delivery

• Track completion and scores

• Cost-effective for large audiences

• Can repeat as needed

Disadvantages:

• No live interaction

• Requires self-discipline

• May feel impersonal

• Limited for complex topics

• Requires e-learning platform

Best Used For:

• Basic system navigation

• Reference and refresher training

• Geographically dispersed users

• On-demand learning

• New hire onboarding

E-Learning Best Practices:

• Modular design (15-20 minute chunks)

• Interactive elements (quizzes, simulations)

• Progress tracking

• Completion certificates

• Mobile-friendly

• Engaging multimedia

• Clear learning objectives

Hands-On Workshops

Format: Facilitated practice sessions with real work scenarios

Structure:

• Brief concept review (15 min)

• Demonstration (15 min)

• Guided practice (30 min)

• Independent practice (30 min)

• Review and Q&A (15 min)

Advantages:

• Active learning

• Immediate application

• Build muscle memory

• Identify questions in context

• Confidence building

Best Used For:

• After initial training

• Before go-live (refresher)

• New process adoption

• Advanced features

Role-Based Training Curriculum

Structure training programs by job function.

Curriculum Design Principles:

Core Training (All Users):

• Business Central overview

• Navigation and personalization

• Common functions (search, actions, reports)

• Getting help and support

• Data quality responsibilities

Role-Specific Training:

• Processes relevant to job

• Transactions performed regularly

• Reports and inquiries needed

• Integration points with other departments

Example Curriculum: Accounts Payable Clerk

Day 1: Introduction and Setup (4 hours)

• Business Central overview (1 hour)

• Vendor management (1 hour)

• Purchase invoice basics (2 hours)

Day 2: Processing and Payment (4 hours)

• Purchase order to invoice matching (1.5 hours)

• Payment processing (1.5 hours)

• Vendor statements and reconciliation (1 hour)

Day 3: Advanced Topics (4 hours)

• Approval workflows (1 hour)

• Period-end procedures (1 hour)

• Reporting and analytics (1 hour)

• Troubleshooting and support (1 hour)

Post-Training:

• Job aids provided

• E-learning modules assigned

• Sandbox access for practice

• Champion support identified

Super User Program Development

Super users are linchpins of successful adoption.

Super User Definition:

Power users who:

• Achieve advanced proficiency quickly

• Support peers with questions

• Identify improvement opportunities

• Champion best practices

• Serve as liaison with IT/project team

Selection Criteria:

Skills:

• Strong current system knowledge

• Quick learner

• Problem-solver

• Excellent communicator

• Patient and helpful

Attributes:

• Respected by peers

• Positive attitude

• Team player

• Reliable and responsible

• Interested in technology

Organizational:

• Good standing (performance and attendance)

• Tenure and commitment to organization

• Representative of user community

• Available for training and support

Super User Program Structure:

Pre-Go-Live:

• Early selection and recruitment

• Advanced training (2x regular users)

• Involvement in testing (UAT)

• Training material development

• Peer training delivery

Go-Live and Hypercare:

• Floor walking and desk-side support

• First line of support

• Issue escalation to project team

• Daily debrief meetings

• Quick win identification

Ongoing:

• Continued learning (advanced features)

• Monthly meetings with IT

• New feature evaluation

• Continuous improvement ideas

• New employee training

Super User Support:

Recognition:

• Formal acknowledgment by leadership

• Certificates or awards

• Public appreciation

• Resume/LinkedIn credentials

Compensation:

• Time allocation for super user duties

• Possible stipend or bonus

• Professional development opportunities

• Consider in performance reviews

Resources:

• Advanced training and certification

• Direct communication channel to experts

• Priority support

• Influence on future enhancements

Measuring Training Effectiveness

Evaluate training impact to ensure readiness and identify gaps.

Kirkpatrick Four-Level Model:

Level 1: Reaction

What: Participant satisfaction with training

How to Measure:

• Post-training surveys

• Verbal feedback

• Observation during training

• Completion rates

Questions:

• Was training relevant to your job?

• Was pace appropriate?

• Were materials helpful?

• Was instructor effective?

• Do you feel more prepared?

Level 2: Learning

What: Knowledge and skills acquired

How to Measure:

• Pre/post tests

• Hands-on assessments

• Demonstration of tasks

• Certification exams

Assessment Types:

• Multiple choice quizzes

• Practical exercises scored

• Observation checklists

• Peer assessments

Level 3: Behavior

What: Application of learning on the job

How to Measure:

• System usage analytics

• Observation in workplace

• Manager assessments

• Support ticket analysis

• Process compliance audits

Indicators:

• Login frequency

• Transaction completion rates

• Feature utilization

• Process adherence

• Error rates

Level 4: Results

What: Business impact of training

How to Measure:

• Productivity metrics

• Quality improvements

• Time savings

• Cost reductions

• Customer satisfaction

Business Metrics:

• Order processing time reduced

• Month-end close time shortened

• Error rates decreased

• User satisfaction scores improved

• ROI realized

Training Effectiveness Dashboard:

Track key metrics:

• Training completion rate by role

• Average assessment scores

• Time to proficiency

• Support ticket volume and types

• User satisfaction scores

• Business process performance

Addressing Resistance to Change

Resistance is natural—address it proactively and empathetically.

Common Resistance Manifestations:

Passive Resistance:

• Not attending training

• Minimal engagement

• "Forgetting" to use new system

• Workarounds to avoid Business Central

Active Resistance:

• Vocal complaints

• Criticizing system

• Encouraging others to resist

• Refusing to adopt

Root Causes of Resistance:

Fear-Based:

• Job security concerns

• Competency doubts

• Change fatigue

• Loss of control/autonomy

Logical:

• Disagreement with approach

• Concern about impact

• Better idea in mind

• Skepticism about benefits

Addressing Resistance Strategies:

Listen and Understand:

• Create safe spaces for concerns

• Actively listen without defensiveness

• Acknowledge feelings and frustrations

• Understand root causes

Communicate Benefits:

• Show personal value ("WIIFM")

• Share success stories

• Demonstrate improvements

• Quantify advantages

Involve and Engage:

• Solicit input on implementation

• Include resistors in solution design

• Give ownership of elements

• Recognize contributions

Provide Support:

• Extra training and coaching

• Patience with learning curve

• Celebrate small wins

• Accessible help resources

Set Clear Expectations:

• Adoption is not optional

• Timeline for transition

• Consequences of non-compliance

• Leadership backing

Address Specific Concerns:

• Job security: Explain how roles evolve, not eliminate

• Competency: Provide adequate training and support

• Workload: Acknowledge transition effort, plan for it

• Effectiveness: Show improvements with data

Building User Adoption Strategies

Move from initial training to sustained proficiency and enthusiasm.

Adoption Phases:

Phase 1: Awareness (Pre-Go-Live)

• Communications about change

• Demonstrations and previews

• Building excitement

Phase 2: Initial Use (Go-Live)

• Intensive support (hypercare)

• Hand-holding through transactions

• Quick issue resolution

• Daily encouragement

Phase 3: Proficiency (1-3 Months Post-Go-Live)

• Continued learning

• Advanced features introduction

• Efficiency tips sharing

• User group formation

Phase 4: Optimization (3+ Months)

• Process improvements

• Feature expansion

• Innovation and creativity

• User-driven enhancements

Adoption Accelerators:

Gamification:

• Leaderboards for usage

• Badges for achievements

• Friendly competitions

• Rewards and prizes

Quick Wins:

• Highlight early improvements

• Share success stories

• Celebrate milestones

• Build positive momentum

Social Learning:

• User communities (Teams, Yammer)

• Peer mentoring

• Lunch-and-learns

• Knowledge sharing sessions

Ongoing Enablement:

• "Tip of the Week" emails

• Office hours for questions

• Refresher training sessions

• New feature announcements

Executive Reinforcement:

• Leadership using system visibly

• Recognition of adoption leaders

• Consequences for non-adoption

• Resources for continued improvement

Creating a Support Structure for Post-Go-Live

Sustained support ensures long-term success.

Tiered Support Model:

Tier 1: Super Users and Champions

• First point of contact for end users

• Handle common questions and issues

• Desk-side and floor-walking support

• Escalate complex issues

Tier 2: Internal IT/Business Central Team

• Handle escalated issues

• System administration

• Configuration changes

• Advanced troubleshooting

• User provisioning

Tier 3: Implementation Partner

• Complex technical issues

• Custom development support

• Performance optimization

• Strategic guidance

• Training on new features

Tier 4: Microsoft Support

• Product bugs and defects

• Platform-level issues

• Update and upgrade support

Support Channels:

Help Desk/Ticketing System:

• Centralized request tracking

• SLA management

• Knowledge base integration

• Trend analysis

Email Support:

• General questions

• Non-urgent requests

• Documentation requests

Phone Support:

• Urgent issues

• Complex situations

• Real-time troubleshooting

Chat Support:

• Quick questions

• Immediate assistance

• Convenient for users

Self-Service Portal:

• Knowledge base

• FAQs

• Video tutorials

• User guides

• Community forums

Support SLAs:

Define response and resolution times:

Critical (System Down):

• Response: 1 hour

• Resolution: 4 hours

High (Major Impact):

• Response: 4 hours

• Resolution: 1 business day

Medium (Minor Impact):

• Response: 1 business day

• Resolution: 3 business days

Low (Enhancement/Question):

• Response: 2 business days

• Resolution: As scheduled

Feedback Collection Mechanisms

Continuous feedback drives ongoing improvement.

Feedback Methods:

Surveys:

• Post-training surveys

• Monthly user satisfaction

• Feature request surveys

• Annual comprehensive assessment

User Groups:

• Regular meetings (monthly)

• Representative cross-section

• Discussion of challenges and opportunities

• Prioritization of enhancements

Office Hours:

• Scheduled times for drop-in questions

• Informal feedback gathering

• Relationship building

• Trend identification

Suggestion Box:

• Physical or digital

• Anonymous option available

• Review and respond to all

• Implement good ideas

Analytics:

• Usage patterns

• Feature adoption rates

• Support ticket analysis

• Performance metrics

Feedback Processing:

1. Collect: Gather through various channels

2. Categorize: Group by theme/topic

3. Prioritize: Based on impact and frequency

4. Act: Implement improvements

5. Communicate: Close the loop with users

Feedback Loop Closure:

Always respond to feedback:

• "We heard you"

• "Here's what we're doing"

• "Here's why we can't do that right now"

• "Thanks for the suggestion—implemented!"

Deliverables: Training & Change Management Outputs

Complete this phase with users ready and confident:

1. Training Plan

Comprehensive training strategy including:

• Training needs by role

• Curriculum outlines

• Training schedule

• Delivery methods

• Trainer assignments

• Resource requirements

2. Training Materials

Complete training package:

• User guides and SOPs

• Video tutorials

• Quick reference cards

• E-learning modules

• Presentation slides

• Hands-on exercises

3. Change Management Communication Templates

Messaging framework including:

• Email templates

• Presentation templates

• FAQ document

• Talking points

• Success stories

4. User Feedback Survey

Assessment tools:

• Training feedback form

• User satisfaction survey

• Feature request form

• Support satisfaction survey

Conclusion: From Resistance to Advocacy

Training and change management transform your Business Central implementation from a technical project into an organizational capability. Invest in your people with the same rigor you invest in technology, and they'll reward you with enthusiasm, proficiency, and innovation.

Key Takeaways:

✓ Manage Change Proactively: Address human factors from day one

✓ Communicate Consistently: Keep everyone informed and engaged

✓ Train Comprehensively: Role-based, hands-on, accessible learning

✓ Support Intensively: Especially during go-live and hypercare

✓ Celebrate Successes: Recognize adoption and wins

✓ Listen Continuously: Feedback drives improvement

With users trained, confident, and supported, you're ready for the final phase: Go-Live, Hypercare & Continuous Improvement, where you'll execute cutover, stabilize operations, and establish sustainable improvement practices.

Next in Series: Blog 8: Go-Live, Hypercare & Continuous Improvement - Learn how to execute go-live, provide intensive support, and build a continuous improvement culture.

Download Resources:

• Training Plan Template

• Training Materials Package

• Communication Plan Template

• User Feedback Surveys

Questions or Comments? Share your training and change management experiences in the comments below.

This is Part 7 of an 8-part series on Business Central Implementation. Subscribe to receive notifications when new articles are published.

Tags: #BusinessCentral #ChangeManagement #Training #UserAdoption #ERPImplementation #Dynamics365