Implementing sales performance management (SPM) is a significant and complex process that involves aligning your organization's sales objectives with its overall business goals. Once you have successfully implemented SPM, it is essential to put post-implementation support in place to ensure that the system meets your organization's changing needs. 

Post-implementation support involves several critical aspects, including ongoing maintenance and troubleshooting, user training, and system updates to keep up with the latest market trends and sales techniques. Providing this support requires a team of experts, including technical support staff, sales managers, and business analysts. 

Some organizations prefer to have one or all of these support roles internally. At Canidium, we work with organizations that vary in size and structure, so many of our clients opt to have Canidium meet these needs through managed services engagements.

In this article, we will discuss the support needed after SPM implementation, including:

• Technical Support
• Functional Support
• Training and User Support
• Change Management Support

Types of Support You'll Need After SPM Implementation

To ensure the sustained success of SPM, organizations need to establish robust post-implementation support mechanisms. This section will delve into the various types of support required after SPM implementation, including technical support, functional support, training and user support, and change management. Each category involves specific organizational roles and may require external resources to address challenges and optimize the system's performance. Let's explore the critical components of post-implementation support for a seamless SPM experience.

Technical Support

Technical support post-SPM implementation ensures the smooth system function and resolution of technical issues that may arise. Additionally, it plays a crucial role in maintaining system updates and integrations, safeguarding the overall stability and efficiency of your SPM solution.

• Roles: IT administrators, system analysts, and technical support staff play a vital role in ensuring the smooth functioning of SPM. They are responsible for resolving technical issues, providing system updates, and maintaining integrations with other HR and business systems.
• External Resources: Access to vendor support services and technical consultants may be required for complex technical challenges. A support agreement with the software vendor can provide timely assistance in critical issues.

Functional Support

Functional support post-SPM implementation enables HR administrators, compensation analysts, and business process owners to navigate and address challenges related to compensation plans, incentive structures, and policy changes. 

• Roles: HR administrators, compensation analysts, and business process owners are essential for functional support. They must understand and address any challenges related to compensation plans, incentive structures, and policy changes.
• External Resources: External consultants specializing in compensation management can offer expertise in optimizing and fine-tuning your incentive management processes. They can assist in aligning SPM with industry best practices and your organization's unique requirements.

Training and User Support

Training and user support after SPM implementation empowers employees with the skills and knowledge needed to utilize the system effectively. Ensuring ongoing training, creating user manuals, and providing responsive support contribute to a proficient user base, maximizing the benefits.

• Roles: Training managers and user support specialists are crucial for ensuring end-users understand how to use SPM effectively. This includes providing ongoing training, creating user manuals, and addressing any employee issues or questions.
• External Resources: Training programs offered by the software vendor and customized training sessions conducted by external training experts can enhance the knowledge and skills of your workforce. Online resources, such as forums and knowledge bases, can supplement internal training efforts.

Change Management Support

Change management support post-SPM implementation helps communicate system changes, address resistance, and ensure that employees embrace the new performance management processes. With the guidance of change management professionals, organizations can navigate the transition seamlessly, fostering a positive reception and maximizing overall success.

• Roles: Change management professionals help manage the transition to SPM by communicating changes effectively, addressing resistance, and ensuring employees embrace the new system.
• External Resources: Change management consultants can provide valuable insights and strategies to navigate organizational changes. They can assist in creating communication plans, conducting impact assessments, and facilitating a smooth transition for employees.

Maximizing SPM Success with Post-Implementation Support

Effective post-implementation support for Sales Performance Management (SPM) is a collaborative effort that requires input from various departments such as IT, HR, and training specialists. This support should address the technical, functional, and user-related challenges that arise after the implementation of SPM. 

To ensure the success of your SPM implementation, it is recommended to leverage external resources such as vendor support, consultants, and change management experts. This will help you to enhance the effectiveness of SPM, meet your organization's compensation management needs, and adapt to evolving business requirements. It is important to invest in comprehensive post-implementation support to maximize the benefits of SPM.

Now that you understand the resources necessary after sales performance management software implementation, your next step is to learn about the value of a strategic partner like Canidium.

Read this article, The sherpa of business growth: The value of a strategic partner

Photo by Desola Lanre-Ologun on Unsplash