Training in the language people actually speak

The most common reason a system gets abandoned is quieter than resistance. People simply are not sure what a screen is asking them, and they are not going to raise their hand about it in a room of twenty.

We run training in small groups, at their own desks, in Marathi or Hindi, using last week's real transactions rather than demo data. Nobody learns a purchase flow from a slide about a fictional company.

We also write the one-page sheet that ends up taped next to the monitor: five steps, screenshots, the name and number of the person to call. It is the single most used piece of documentation on any project we have run.

For the first month after go-live somebody from our side is reachable on the phone during working hours. Not a ticket portal. A phone.

The measure of good training is not attendance. It is whether the parallel Excel file quietly disappears in the second month.