The Super User for Your Software Project

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She's just a smart cookie who likes to work with software and databases. Where do you find her? She may be right under your nose, working in your office already. You don't need a graduate degree from Massachusetts Institute of Technology for this kind of work. Does Pam need a master's degree to manage Michael and Dwight at Dunder-Mifflin?

The Risk of No Nancy

What does a Super User cost? It's not cheap. During a software implementation, Nancy may need to spend a few days a week getting up to speed. Once the system is up and running, she could be spending another half to full day per week supporting your users and performing other Super-User tasks. Some firms even have more than one Nancy so there's backup. Whether you hire these people or just reallocate them internally, it's going to be an expense. If you haven't budgeted for this, then you've underbudgeted.

And trust from my experience, if Nancy is not part of your budget, then you will fail spectacularly. People will veer off in their own directions. Untrained users will complain. Data fields will be left blank. Reports won't run correctly. And the minute something goes wrong, your IT guys will run for cover, pointing 10 fingers in 20 directions. The software vendor will stop answering your phone calls. Everyone will blame the software—and ultimately you, for buying the software.

Is there no role for the IT guy? Of course there is. He makes sure the system is backed up (though Nancy double-checks this because you can't really be confident he's doing it correctly). He makes sure users can connect to the system, whether in the office or remotely. He makes sure all the recent software patches and builds are installed and configured so the system runs at its best.

No one told you about Nancy? Then you have been misled. Software companies don't really care. They like to promise customers that all their hopes and dreams will be fulfilled with the push of a button. Consultants and resellers don't care either. After all, the more work that Nancy does, the less work they get. And someone's got to pay their $495-per-hour rate, right?

The Don has his Luca. You have your Nancy. Your Super User. Both have a lot in common. They're responsible. They're trained. They each play an integral role in the organization. And, I assure you, neither would leave the cannoli behind.

Gene Marks, CPA, is the owner of the Marks Group, which sells customer relationship, service, and financial management tools to small and midsize businesses. Marks is the author of four best-selling small business books and writes the popular "Penny Pincher's Almanac" syndicated column. He frequently speaks to business groups on penny-pinching topics. More penny-pinching advice from Marks can be found at www.quickerbetterwiser.com.