A field guide to the identification, care, and feeding of a Super User
Once in a while you'll run across someone on your team who asks if your LOS can do this or do that, ask if a particular feature is available, or why don't we do it "this way" instead of "that way." They are the folks that pick up a new piece of technology or process quicker than their peers, and are always looking to push system limitations. Congratulations, you have identified a Super User. These individuals are somewhat rare, but if you're lucky, you might have one or more on your team. These individuals will reap great rewards from your technology investments with the proper identification, care, and feeding.
Identification
Your Super User is not your System Administrator, although good System Administrators tend to be Super Users also. They are members of your production staff - processors, underwriters, and closers who are savvy users of available technology. I find that Super Users share these three characteristics:
Curious
They are always asking questions about how the system works. They want the ability to "play around" in the LOS if given the chance. They are the first to embrace any new features or functionality. One of their favorite words is "Why?"
Lazy
I am using lazy in a good sense here. An old programmer (before they were known as coders) told me that programmers are inherently lazy - they want the computer to perform the work instead of the user. If there is a way to automate a task, they want to put the time and effort into creating the solution to accomplish this because they can see the future time savings.
Think outside the box
Super Users think outside the box, or in some cases, disregard the box completely. They are innovators who look at operational problems and create potential solutions in unique ways.
You have identified your Super Users. Now what do you do with them?
These folks have the potential to help you leverage the most out of your technology investment. They know their particular job functions in the loan manufacturing process well, and they see the benefits of leveraging the system to its limitations. The best thing you can do is give them the capabilities to do just that. They should be encouraged, not dismissed. I recommend the following ideas so that they do thrive:
Test Environment
Give Super Users access to the test environment, and more importantly, give them encouragement and time to use it. They should collaborate with the Administrator, and discuss what they find. As a new feature or process is discovered, they should help with the testing and documentation that is part of your change control process. You are letting them "play," which is good, but there are responsibilities that come along with this access.
More access rights
In the Production environment, depending on the particular system, Super Users can be granted enhanced user rights compared to their operational peers. Proper user controls must always be enforced, but if new functionality (that is already tested) is available in Production, let the Super Users have access first before it is given to all of that particular user group. There is nothing like a live loan to flush out anything missed in testing, and Super Users will not panic if something does not function as planned.
Vendor Resources
Give (and encourage) your Super Users the time and ability to access Vendor resources, such as documentation, FAQs, and training materials. The availability and scope varies greatly, depending on the Vendor. I also recommend letting the Super Users create support cases (and properly document), as they can often explain a particular issue more clearly than running it through a single support contact. If your LOS has user group meetings, they should also attend along with the Administrator.
Encouraging your Super Users provides you with many benefits that far outweigh the time investment in letting them explore and "play" in your systems environment. They provide a deeper talent pool to choose from internally if you have to expand or replace Administrators. They will share their knowledge with their peers, which will lead to increased operational efficiencies. Their knowledge gives you competitive advantages, as you can do things better and quicker than the lender across town, which leverages your technology investment.
If any of you are going to a certain LOS conference at the beginning of March in Las Vegas, and would like to meet up, please email me (pbates@scapartnering.com). I would greatly enjoy talking with you in person
GO PATS !!
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