SyteLine Upgrade User Training and Change Management Plan
Technical upgrade success means nothing if users cannot effectively work in the new system version. User training and change management are the bridge between a technically successful upgrade and actual business value realization. SyteLine version upgrades introduce new UI behaviors, changed navigation patterns, new features, and modified workflows that all require user preparation. A structured training and change management plan ensures smooth user adoption and minimizes productivity loss during the transition period.
Change Impact Assessment and Communication
The change impact assessment maps every user-visible difference between the current and target SyteLine versions to affected user roles. For major upgrades like SL9 to SL10 (Windows Forms to Mongoose web client), the impact is pervasive -- every user must learn a new interface. For incremental upgrades like CSI 10 to 11, changes may be limited to specific functional areas. The communication plan delivers targeted messages to each user group explaining what is changing, why, when, and how they will be supported through the transition.
- Map every user-visible change to affected user roles and quantify the learning effort required per role
- Classify changes as high-impact (new workflows, new UI paradigm), medium-impact (modified screens), or low-impact (cosmetic)
- Develop a communication timeline starting 8 weeks before go-live with escalating detail and frequency
- Create role-specific change summaries highlighting the specific changes each user group will experience
- Identify change champions in each department who receive early training and support their peers through the transition
Role-Based Training Design and Delivery
Training is designed by user role, not by SyteLine module, because users need to learn their complete workflow in context rather than isolated system functions. Each role gets a training curriculum covering their daily tasks in the upgraded system, with emphasis on what changed from the previous version. Training materials include step-by-step procedure guides with screenshots from the new version, quick reference cards for common tasks, and video walkthroughs of complete business processes. Delivery methods combine instructor-led sessions for complex workflows with self-paced eLearning for routine procedures.
- Define training curricula per user role covering all daily workflows in the upgraded SyteLine version
- Create training environments with realistic data that mirrors production for hands-on practice sessions
- Develop quick reference cards for each role highlighting key changes and new navigation paths in the upgraded version
- Record video walkthroughs of the top 10 most frequent transactions per role for on-demand self-service learning
- Schedule training delivery 2-3 weeks before go-live to maximize retention while allowing practice time before cutover
Adoption Measurement and Post-Go-Live Support
Training effectiveness is measured by user adoption metrics tracked in the weeks following go-live. Key metrics include help desk ticket volume related to the upgrade, transaction processing times compared to pre-upgrade baselines, error rates on key transactions, and user satisfaction survey scores. A hypercare support team is deployed for 2-4 weeks after go-live to provide floor-walking support, answer questions in real-time, and identify additional training needs. Issues identified during hypercare feed back into supplemental training materials and targeted coaching sessions.
- Track upgrade-related help desk ticket volume and categorize by issue type to identify common user struggles
- Monitor transaction processing throughput per user role and compare to pre-upgrade baseline productivity
- Deploy floor-walking hypercare support for 2-4 weeks post go-live in areas with highest change impact
- Conduct a user satisfaction survey at 2 weeks and 6 weeks post go-live to measure adoption confidence
- Develop targeted remedial training for specific issues identified through help desk analysis and hypercare observations
Ensure smooth user adoption during your SyteLine upgrade. Netray provides change management, training design, and hypercare support for upgrade projects.
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