Switching to new software isn’t just a technical upgrade; it’s a team transformation. But how do you ensure your finance team doesn’t just cope but thrives during this change? It’s about understanding the nuances of both the tool and the people who wield it.

John Tillapaugh, Customer Success Manager of TydeCo™, shares his insights on effectively integrating new financial systems like Sage Intacct into daily operations. Throughout his career, John has specialized in helping teams transition smoothly to new software while maintaining their day-to-day efficiency. In this interview, he discusses the importance of tailored training, the strategic use of sandbox environments, and fostering a culture of learning and adaptation among finance teams.

In this interview, John offers practical advice on making software transitions less daunting and more successful. Learn why embracing mistakes as learning opportunities can transform potential setbacks into progress, and how involving team members in the decision-making process can boost adoption and satisfaction. Get ready for an enlightening discussion that could change the way your team approaches new technology.

Effective Training Strategies for Finance Teams

From your experience, what type of training helps finance teams get up to speed with Intacct the fastest?

John Tillapaugh: I think it’s different for each person. No one way is exactly right. For example, Sage University has a lot of great videos. Some of them take two or three hours to go through. They’re great information. Some people learn really well from that, some people not as well.

I also think that they should invest in support that we offer. For example, we may give ten hours of support, and I do this often where I can have one-on-one sessions with people, answer specific questions with respect to transactions they’re encountering or issues they’re encountering. They also have to understand it takes a while to understand all of Sage Intacct while you’re working on it.

I think there are different ways for different people, but sometimes people are a little resistant to spending money for support issues with people. But I think that you really do benefit. I recently had a client that I was working with, and I pointed out how they could find some of the answers themselves. Their point was, “I’d really rather just call you and let you point them out to me.” It’s different for everybody, but I think those are the good avenues to go for learning it.

I think there are different ways for different people, but sometimes people are a little resistant to spending money for support issues with people.

Balancing Software Transition with Daily Operations

How do you help clients balance the switch to new software with the pressure of ongoing day-to-day work?

John Tillapaugh: I think one of the most important aspects of switching software is to include the people that are going to work in the software in the process, make them part of the decision process rather than feeling like it’s something that’s being forced upon them. I’ve run into many issues where you have a staff person that’s very resistant to moving into new software because the old software is something they’re comfortable with, that they work in all the time, and they just don’t want to change. They feel like they’ve been kind of forced into it.

If you can include them in some of the decision-making process, make them feel like they’re part of the transition, that will help part of the transition from the current day-to-day to the new system. The second part is really, you just got to jump in and experience it. The more you get in and start using it, the more comfortable you get, and the easier it will be to work in. Then I think you’ll identify the advantages that Sage Intacct can offer you. And then that’s a win.

If you can include them in some of the decision-making process, make them feel like they’re part of the transition, that will help part of the transition from the current day-to-day to the new system.

Benefits of Starting in a Sandbox Environment

Why do you recommend starting in a sandbox or implementation copy before going live?

John Tillapaugh: Because it offers you an opportunity to work in a system where if you make an error, it doesn’t affect your main system. You can try out different dimensional relationships or reporting. You can try out different setups within the configurations of the different modules. It just gives you that flexibility where you don’t have to be afraid that you’re going to make an error in the live system.

It also gives you the opportunity, like I was saying, of trying out different setups or configurations before you go live and before you decide on which one’s going to work best for you. So I think it’s a great opportunity to have either a sandbox or implementation copy to get some experience working in the system before you go live.

It just gives you that flexibility where you don’t have to be afraid that you’re going to make an error in the live system.

Encouraging Safe Experimentation in New Systems

Many users worry about making mistakes in a new system. How do you encourage them to experiment safely?

John Tillapaugh: Once you go live, you’re going to make mistakes. It’s just going to happen. There are going to be bumps in the road when you first transition to new software, and mistakes will happen. Honestly, when I started learning the system over twelve years ago, I was one of the first people hired full-time for a firm. No one was there to hold my hand. I can’t tell you how many mistakes I’ve made. But you learn from them.

I always tell people you’ll learn more about the system and how to work in the system when you have to identify, figure out, and resolve a mistake that you’ve made. So I just say it’s going to happen and learn from it.

Once you go live, you’re going to make mistakes. It’s just going to happen.

Effective Strategies for System Learning

What happens when a team tries to learn the whole system at once instead of phasing it?

John Tillapaugh: There’s a lot to take in, in particular, if you’ve got a lot of advanced modules outside of just the core functionality. If you do have those, a lot of times I recommend that they get implemented after you’ve gone live and after you’re working in the system. I would try to tackle one area at a time. In particular, if you’ve got staff people that just work in one area, that’s the area they want to focus on.

There’s similarity between modules at times. If you understand accounts receivable, how the functionality and how to navigate, then it’s similar when you go to accounts payable. The navigation is really similar in a lot of the modules. I think to try to take it on all at once is way overwhelming and it will slow you down as opposed to learning an area and then expanding in it past that.

I think to try to take it on all at once is way overwhelming and it will slow you down as opposed to learning an area and then expanding in it past that.

Maximizing Built-In Help Resources

What built-in help resources do you find most underused, and how do you point clients toward them?

John Tillapaugh: I think the most underused is that in the upper right corner, when you’re looking at Sage Intacct, there’s a little link that says help and support. From that link, you can get help on a particular page that you happen to be working on, or you can go to the help center where you can research any kind of topic within Sage Intacct.

I try to tell people that half the time when they send me a question, if I don’t know the exact answer, I end up printing those off and sending them to them where they could have access to it themselves. There’s really good information as far as the support and help in that area. I think that’s probably the area that people really do underutilize.

There’s really good information as far as the support and help in that area.