They had not been trained. But even more importantly, without training, you can create internal enemies. People that you want to gain from the new process will become frustrated because they will not have learn the how to apply the benefits of the new system. When one person starts making disparaging comments, soon you have many disgruntled users and nobody wanting to make the system work. Your entire investment in SFA can be destroyed by have untrained users.
Experienced trainers know the pitfalls of the software they are presenting.
They also know the key issues to point out. Experienced trainers will know how to keep the users focused on the features that are pertinent to them. They will not burden them with extraneous details. In other words, training simplifies and pinpoints the relevant components for the group of trainees. There are several simple rules to follow when choosing a Sales Automation application.