This week’s guest blog is from one of our exhibitors, Intact:
Thinking about upgrading your ERP? One of the best ways to set yourself up for success isto choose the right people internally to guide the journey. That means not only getting through the implementation stage but making sure your system keeps evolving and supporting your business as it grows and changes. We asked Mary Matthews, Account Management Team Lead with Intact, to share her perspective on the role of the “System Owner” (sometimes called the System Administrator) and how this position helps businesses get the most from their ERP investment over the long term.
Q: What exactly is a System Owner?
A System Owner is the go-to person inside your business who takes responsibility for your ERP system. They’ll understand how it works, help configure it to suit your processes, and keep it evolving as your business grows. Think of them as the in-house expert who connects your team with your software provider.
Q: Why is this role important during an ERP implementation?
As much as we’d all love it to be, an ERP system isn’t just “plug in and go.” Your System Owner is there to help smooth out the bumps, answers team questions, and work with your software provider to make sure the system reflects how your business actually operates. They’re vital in the build-up to go-live and remain a steady point of ownership afterwards to keep things aligned as your business evolves. Without one, projects can slow down, or you end up leaning too heavily on external support.
ERP projects often involve significant change, and according to Forbes, 40% of organisations report resistance to change during ERP adoption. That’s where a strong System Owner really matters: they help manage the transition, support colleagues through the learning curve, and ensure training and change management are part of the plan. The short-term effort pays off when the benefits start to outweigh the initial disruption – and continues to pay back long after go-live.
Q: What kind of person makes a good System Owner?
They don’t have to be the most technical person in the room, but they should be curious, approachable, and comfortable learning the system in detail. Importantly, they should listen to feedback. When staff raise challenges or ideas, a good System Owner takes the time to explore them and see if the system can support a better way forward. They’re the person who helps translate day-to-day frustrations into smarter, more productive processes.
Q: What does a System Owner actually do day-to-day?
Early on, they’ll help with things like data validation, user setup, and configuring workflows. Over time, they’ll manage permissions, tweak processes, and make sure the system continues to fit your needs. They’ll also play a part in bigger-picture planning, reviewing systems and processes regularly (ideally every year) and ensuring the ERP supports your
future goals. It’s a role that grows with your business.
Q: Is it a full-time job?
For some businesses, yes – especially larger or fast-changing ones. ERP systems are always evolving, and there are always new efficiencies to unlock. A dedicated System owner can give the role their full attention, constantly improving how the system supports your business. In smaller businesses, the role can sit alongside other responsibilities, but it’s important that person has enough space to do it properly.
Q: How does a good System Owner help long term?
They stop your ERP from becoming “set and forget.” Instead, they’ll make sure it grows with you, help break down silos between departments, and keep your vendor relationship proactive rather than reactive. In short, they keep your ERP working for you, not against you. As Marie Walsh of Daly Industrial Supply explained after moving to a new Intact solution:
“We’ve seen a huge benefit in making the switch and will take full advantage of the system’s integration capabilities to automate more of our processes… we envisage working closely with the Intact team to continually improve our system as we grow.”
Q: Any final advice for businesses preparing for a new ERP?
Plan for people as much as software. Appoint a System Owner early to give the project a clear point of contact, build confidence, and accelerate adoption. They’re the person who turns features into everyday value.
Ready to see what the next generation of ERP looks like?
GenetiQ ERP is our cloud-native, browser-based platform built for the future. It’s fast, intelligent, and highly personalisable. We’ve front-loaded it with automation, built-in business metrics, and embedded AI features as standard, so you start strong from day one. As your business evolves, you can simply add the modules that bring the most value – and benefit
from our constant innovation.
If you’re looking for a new ERP system – register with our ERP Discovery Day at itSHOWCASE. We’ll connect you with the perfect software to suit your business needs. Just click here
