We recently talked about the frustration that comes when operations teams are stuck waiting on IT for every system update or change. It doesn’t take long before that lag time creates workarounds, mistakes, and missed opportunities. But there’s a powerful way to bridge that gap and it doesn’t require more headcount or expensive consulting
It just takes a smart, strategic use of WMS super users.
And no we’re not just talking about giving your top performers a shiny new title. This is about building a functional bridge between IT, operations, and your WMS so your business can move faster, smarter, and with less friction.
WMS Realities: You Need Super Users
What Is a WMS Super User?
A super user is someone within your operations team who has the training, system access, and business context to manage key WMS configurations and support day-to-day needs. They don’t replace IT; they support and amplify IT’s work by becoming the first line of defense for common changes and requests.
Think of them as the translator between technology and execution. They understand how the system works and how your team works and that makes them incredibly valuable.
Why Super Users Matter
For IT:
- Fewer tickets and faster resolution of routine changes (like user permissions, label tweaks, or rule adjustments).
- More time to focus on architecture, security, infrastructure, and strategic initiatives.
- Confidence that system changes are being made responsibly by someone who knows the operation and the technology.
For Operations:
- Quicker turnaround for changes that impact daily workflows.
- Less downtime waiting on fixes or workarounds.
- Empowered team members who can support, train, and troubleshoot directly on the floor.
- The ability to adapt to new clients or shifting priorities without bottlenecks.
For the Business:
- Improved agility across the warehouse.
- Stronger alignment between teams.
- More value extracted from your WMS investment.
Super Users ≠ Lone Wolves
This isn’t about dumping extra responsibilities on a “tech-savvy” team member and hoping for the best. It’s about creating a supported role that works in partnership with both IT and your WMS provider.
A successful super user has:
- Access to the right parts of the system
- The time and training to go deep into workflows and configurations
- A clear scope of responsibility
- A connection to your IT team and vendor support to escalate when needed
The Real Power: IT + Super Users + Vendor Support
When you align these three groups, things start to move:
- IT can focus on what they do best, confident that operations are empowered to manage the day-to-day.
- Super users serve as an internal resource who understands both the tools and the frontline needs.
- Your WMS vendor becomes a strategic partner, not just a support hotline. They can help your super users level up and unlock more of the platform’s capabilities.
It’s not just about working faster; it’s about working smarter together.
Closing Thoughts: Empower to Scale
The more reliant your operation is on a single department to make every decision or change, the slower you’ll move. Super users are one of the most effective ways to decentralize expertise without compromising security, governance, or alignment.
When operations, IT, and your WMS are in sync, through strong super users, your warehouse becomes more than efficient. It becomes agile.
The workflow capability of Enterprise give us the ability to define processing steps for orders and receipts by the client and assign responsibility for each step in our operation...It has led to measurable improvements in performance and quality of service.