Consumer packaged goods (CPG) is a robust segment of the manufacturing industry. Not only is it fast-paced, evolving at the speed of customer demand, but it’s also a hub for innovation and experimentation. From production lines to data analysis, employees at CPG companies are asked to do a lot — and they need reliable technologies to help them meet expectations.

Unfortunately, CPG is a sector built on legacy systems. Today, these systems are increasingly antiquated and unable to deliver the functionality, insight, and support employees need. From enterprise resource planning (ERP) to research and development (R&D), CPG companies need to provide a better user experience (UX).

Common UX challenges for CPG companies

In evaluating their IT (both applications and infrastructure) and employees’ experience with it, many CPG companies find overlooked problems cloaked in complex workarounds. It makes shifting away from legacy systems incredibly difficult. Core issues that can stand in the way of modernization include:

• Legacy systems: Most enterprise CPG companies have been around for decades. Too many are still using legacy systems that are no longer supported or secure. These systems can be difficult to maintain and upgrade, and they may also pose a security risk.
• Data silos: CPG producers often have data scattered across different systems, which makes it difficult to get a complete view of the business. This can lead to poor decision-making and missed opportunities, as well as frustration among employees trying to do their jobs.
• Security: CPG companies manage a lot of sensitive data, such as customer information and financial data. They need strong security measures to protect this data from cyberattacks, and frequently there’s fear of transitioning to a newer, unfamiliar system.
• Compliance: Complying with regulations is critical, including those governing food safety, product labeling, and environmental protection. Old IT infrastructure is often intrinsically linked to compliance, making it difficult to dig out and replace.

These issues all add up to poor operational experience, inhibiting employees from accomplishing their mission. Employees might spend time finding workarounds that allow them to do their job properly or may find it impossible to do what’s asked of them due to the ineffectiveness of antiquated, opaque IT infrastructure. As a result, innovation becomes stunted.

Strategies to improve CPG user experience

While replacing legacy systems and modernizing IT investments are a good start to empowering employees, there’s more to it than just rolling out new technology. A positive user experience comes from linking new technology to better outcomes for the people using it. Examples in CPG might include:

• Cloud computing: Cloud computing can improve scalability and flexibility, allowing employees to access the latest technologies and leverage them into better results for the organization.
• Data analytics: With aggregated data to improve decision-making, marketing, and product development, employees can work to deliver solutions that meet the needs of customers, markets, and operations.
• Process automation: Automation can reduce costs and free up employees to focus on more strategic tasks. Process automation can simplify and enhance everything from production and inventory management to customer service and beyond.
• Artificial intelligence (AI): AI, especially generative AI, is a catalyst for better decision-making and automation assistance. For instance, it can be used to predict customer demand, optimize supply chains, and pull insights from aggregated datasets.

Each of these technologies empowers CPG employees to do their jobs more efficiently and to a higher standard. As a result, they spend more time working with technology rather than against or around it.

Overcoming implementation challenges and measuring results

In catalyzing change, CPG companies must contend with uncertainty. As you implement new and improved systems, you must focus on not overwhelming employees by disrupting their ability to be productive and successful. Here are a few tips to consider:

• Understand the business need before implementing a new IT system.
• Involve employees in the requirements and planning process from the beginning.
• Design and implement systems with employee needs in mind.
• Provide training and support that’s accessible and ongoing.
• Continuously and effectively communicate with employees throughout the implementation process.
• Keep employees up to date on the progress of the implementation and any changes.

During the rollout and subsequent adoption of new technology, use metrics such as employee satisfaction, productivity, and efficiency. While the overall objective is to achieve a monetary return on investment (ROI) from your new technology investments, the key to this ROI comes from how successfully employees use the technology. Guide implementation with a positive user experience, and it will naturally chart a course to ROI.

Get the guidance you need for CPG success

A better user experience often starts by dismantling a monolith of legacy technology. CPG companies must then guide employees through the change and introduce them to IT infrastructure designed to help them succeed. The better their experience, the better the results they’ll generate, and the stronger the ROI you’ll realize.

Learn how outsourcing your IT services can improve user experience at windzr.com.