ERP Post Go-Live Support
ERP Post
Go-Live Support, often referred to as Hypercare, is the critical
phase immediately following the launch of a new system. In 2026, it remains a
vital period for stabilizing operations, ensuring user adoption, and
transitioning from project mode to "business as usual".
Key
Phases of Support
Post-implementation
support typically evolves through several stages:
- Hypercare (First 4–8 Weeks): High-intensity support
where consultants and internal "Super Users" are on-site or
on-call to fix bugs, address data issues, and guide users through
first-time transactions.
- Operational Transition: The gradual handover of
responsibility from the external implementation team to the internal IT
department or Center of Excellence (CoE).
- Continuous Optimization: Long-term enhancements
where the system is refined based on real-world performance data and
feedback.
Core
Activities
1.
Issue Resolution & Bug Fixing: Rapidly addressing technical glitches, reports that
don't print, or permission errors (the most common help desk request).
2.
Ongoing Training: Providing "refresher" sessions, creating documentation
for new processes, and offering desk-side coaching to prevent users from
reverting to old spreadsheets.
3.
Performance Monitoring: Proactively tracking system speed and transaction
reliability to identify bottlenecks before they impact business.
4.
System Optimization: Customizing dashboards, simplifying approval flows, and automating
steps to match the team's actual rhythm.
5.
Post-Implementation Review: Conducting a formal audit (typically after 3–6 months)
to determine if the project met its original ROI objectives and to prioritize
the "nice-to-have" features deferred during the launch.