Software user training
Most software rollouts fail not at the build, but at adoption. The system is fine. The training was one 90-minute Zoom on a Tuesday afternoon four months ago. Nobody can find the slides. New joiners are taught by whoever happens to be free, in whatever order they remember.
What's included in User training.
We treat training as a deliverable in its own right. Recorded sessions per role, written SOPs that survive turnover, an FAQ page indexed by role, and a month of 'office hours' so questions get answered in real time.
Any team going live on new software where adoption matters and where roles are differentiated (e.g., sales vs. ops vs. finance). Especially valuable when 'we already did training and people still don't use it' has happened before.
- 01
Role-based sessions
Separate sessions for sales, finance, ops, admin, and managers, each focused on the parts of the system that role actually touches.
- 02
Recorded + transcribed
Every session recorded with chapter markers and an auto-generated transcript. New hires next quarter watch the same thing the original team watched.
- 03
Written SOPs
Step-by-step SOPs for the top 10 workflows per role, with screenshots and decision trees. Editable by your team after handover.
- 04
Role-indexed FAQ
FAQ page filterable by role: sales sees sales questions, finance sees finance questions. Searchable from inside the app.
- 05
Office hours
Scheduled drop-in sessions over Teams or Meet for the first month after go-live, answering live questions. Repeats of common questions feed back into the FAQ.
- 06
Train-the-trainer
One designated owner per team is trained as the internal champion. They handle quarterly refreshers without us needing to be in the room.
From one long demo to role-based training.
Map roles and workflows
We list who uses the system and what each role does in it, then pick the workflows that matter most per role and name an internal champion for each team. Session formats, and where the material will live, are agreed in a written plan.
Record sessions and SOPs
We run separate sessions for sales, finance, operations and managers, each recorded with chapter markers and a transcript. Alongside them we write step-by-step SOPs with screenshots and decision trees, plus an FAQ that filters by role.
Support adoption
After go-live we run office hours where people bring real questions from their work, and feed repeated ones back into the FAQ. We then coach each team’s champion to run refreshers and onboard new joiners from the same material.
Questions about User training.
- How do you train staff on a new CRM or ERP so they actually use it?
- By training each role on the parts of the system that role actually touches. Sales, finance, operations, admin and managers get separate sessions instead of one long general demo. Every session is recorded with chapter markers and a transcript, backed by written SOPs, and followed by a month of office hours after go-live where people bring real questions. Repeated questions feed back into the FAQ, so the same confusion is not answered twice.
- How do new joiners learn the system after the original rollout?
- From the same material the original team used. Recorded sessions stay available by role, SOPs cover the top ten workflows per role with screenshots and decision trees, and a role-indexed FAQ is searchable from inside the app. We also train one internal champion per team, who runs quarterly refreshers and helps onboard new staff without us needing to be in the room.
- Where do training videos, SOPs and FAQs live: SharePoint, Teams or Notion?
- Wherever your team already works. SOPs and the FAQ are usually kept in SharePoint or Notion, recordings are made in Loom, and office hours run over Microsoft Teams or Google Meet. Your team can edit the SOPs after go-live, so when a process changes the document changes with it, instead of going stale in a shared folder nobody opens.
- How is a training plan scoped before the sessions start?
- We begin with who uses the system and what each role does in it. The roles, the top workflows per role, the internal champions and the format of each session are written into a plan and agreed with you before anything is recorded. If your team has been trained once already and still avoids the system, we look at where people drop off first, since that shows which workflows the sessions need to cover.
Tell us what's slowing you down.
A 30-minute discovery call. We map the process, point out the easy wins, and outline a clear plan (no obligation).