How do you develop and implement a post-implementation support plan and budget?

Gauging the depth of support required ensures your plan is tailored to your organisation's competency levels. Equally important is defining the support's cadence and availability, aligning it with your operational rhythms, whether that means daily troubleshooting, weekly check-ins, monthly reviews, or quarterly strategic planning sessions. Channels of support are another critical consideration. Today's digital landscape offers a variety of platforms, from traditional phone and email to modern chatbots and comprehensive self-service portals. Selecting the right mix can enhance accessibility and user satisfaction.

Support is critical to keeping the lights on, but without continuous improvement, your ERP will gradually fail to meet the needs of your ever-changing organisation. The world is constantly changing, and a static ERP is a failing service. Allocating a small team to delivering continuous improvement to deliver the new features supplied by the SaaS ERP vendor with each update will quickly pay for itself.

Every ERP system needs support after implementation to stay updated. It would be better to choose the same vendor for Implementation and Application Managed Support Services. Good Implementation Partner is the best AMS partner.

Assess client's L1/L2 support needs based on ERP complexity and capabilities. Allocate support hours considering which stage the implementation is in [new to mature]. Use tools like Jira or DevOps for communication, tracking, and collaboration. Clearly classify issues, allocate appropriate resources and set turnaround times. Hold regular meetings to track progress, discuss challenges, and prioritize tasks. Solicit client feedback to enhance support services. Maintain detailed documentation and promote knowledge sharing within the support team for effective problem-solving.

For effective support scoping- 1) Estimate BAU support volumes, troubleshooting ticket volumes 2) Estimate Enhancements you may need - new functionality, new reports, etc 3) Additional Period end support you may need- additional support needs 4) Level of support required-5x8, 5x12,5x24, 7x24,etc. The above will majorly influence your support scope and costs!

In my opinion, it is ideal to define the support strategy at the start. When the implementation strategy is defined or matured , it is best to work through the support strategy. The ideal thing js to come up with a plan based on the support strategy. This will define the roles needed , the length of the support period , transition period and much more which will inform the support budget The information can be adjusted based on the clients needs, desires and constraints based on this information . At the first cut it is best to have the information documented to the ‘ideal’ or close to the ideal Oman and then work through the constraints and alternatives This provides the perspectives and the results to those needed

Define support objectives based on desired outcomes such as system uptime, user satisfaction, and resolution time. Establish clear metrics to measure support effectiveness, including response time, ticket resolution rate, and user feedback ratings. These metrics provide insights into the performance of the support team and guide continuous improvement efforts.

Defining clear support objectives and metrics is paramount. This step is about setting expectations for what the support plan aims to achieve, whether it's minimizing downtime, ensuring user satisfaction, or maintaining system performance. It's here that I emphasize the importance of establishing measurable metrics. These metrics not only guide the support team but also provide a way to evaluate the effectiveness of the support provided, ensuring accountability and continuous improvement.

Implement an adaptive measurement framework that allows for ongoing assessment and adjustment of support objectives and metrics.

Developing and implementing a post-implementation support plan and budget involves several key steps. Firstly, we define clear support objectives, which typically include ensuring system stability, resolving user issues promptly, and optimizing system performance. Next, we establish metrics to measure the effectiveness of our support efforts, such as response time, issue resolution rate, and user satisfaction scores. Then, we allocate resources and budget based on the support objectives and expected workload. Throughout the process, we regularly review and adjust the support plan and budget to ensure alignment with evolving business needs and system requirements.

Design a support structure tailored to your organization's needs, considering factors like system complexity, user base, and service level agreements. Define roles and responsibilities for support staff, including frontline agents, technical specialists, and escalation points. Clarify communication channels, workflows, and escalation procedures to ensure efficient issue resolution and user satisfaction.

Responsibilities must be clearly defined and a support structure must be designed. Create a support team structure first, with positions for system administrators, help desk staff, and SMEs. Make clear what each role's duties are, including responding to user questions, resolving technical problems, and liaising with suppliers on issues that have escalated. Establish lines of communication and escalation protocols to guarantee prompt issue resolution. Think about things like the necessity for round-the-clock coverage, user dispersion geographically. In order to maintain maximum support efficiency and user happiness, it is important to periodically assess and modify the support structure to account for business demands.

Designing your support structure is crucial. Choose a model that fits your needs and clearly define roles. Use RACI or RAPID for clarity.

Designing a robust support structure and defining roles are crucial in developing a post-implementation support plan and budget for an ERP project. Clearly outline the structure, roles, and responsibilities, identifying key support personnel and aligning their functions with system support and user assistance. Define well-structured escalation paths for efficient issue resolution. Collaborate with stakeholders to incorporate their expectations, ensuring a responsive support framework. This approach ensures a seamless post-implementation experience, prompt issue resolution, and overall optimization of the ERP system's effectiveness.

Establishing a resilient support framework and delineating roles are pivotal in formulating a post-implementation support strategy and budget for an ERP initiative. Clearly articulate the structure, roles, and duties, pinpointing essential support personnel and aligning their responsibilities with system support and user aid. Define organized escalation pathways for effective problem resolution. Engage with stakeholders to integrate their expectations, guaranteeing a responsive support framework. This method assures a smooth post-implementation journey, swift problem resolution, and overall enhancement of the ERP system's efficiency.

Developing detailed support processes and procedures is what brings the plan to life. This involves outlining how support requests are logged, prioritized, and resolved. It also includes establishing protocols for escalation, feedback, and continuous system improvement. In my approach, I advocate for processes that are not only efficient but also user-friendly, ensuring that end-users feel supported throughout their journey with the ERP system.

Develop support processes and procedures that align with your organization's goals and support objectives. Document clear workflows for issue logging, triaging, prioritization, resolution, and escalation. Define standard operating procedures (SOPs) for common support scenarios, ensuring consistency and efficiency in problem resolution. Regularly review and refine these processes to adapt to changing business needs and improve support effectiveness.

Typically there are 4 support models stated below. Based on an organization's need, it is likely that a mix of 2 or more support models may be the need of an organization. 1. Ticket Based Model 2. Capacity Based Model 3. Dedicated Resource Based Model 4. Time & Material Based Model

Make sure you build a Software Enhancement Review Board. Get the various Departments input on priority. Everyone will want all their enhancements, get the Review Board to work thru the priority It helps the various departments to see how their needs, stack up against other's needs.

Developing support processes and procedures is crucial for implementing a post-implementation support plan and budget in an ERP project. Detail comprehensive processes for issue resolution, system maintenance, and user assistance. Establish clear procedures for logging, prioritizing, and escalating support requests, ensuring efficient problem-solving. Define communication protocols for issue resolutions and system updates. Collaborate with stakeholders to gather input on preferred communication methods. This meticulous approach ensures that support processes are streamlined, responsive, and aligned with organizational objectives, contributing to the long-term success of the ERP system.

Implement your support plan by allocating resources, assigning roles, and establishing communication channels. Ensure staff are trained on support procedures and tools. Monitor support activities closely, addressing any issues promptly. Regularly review budget utilization and adjust as needed to maintain adequate support levels. Communicate with stakeholders about support progress and any adjustments made to the plan.

1. Develop a communication plan: Keep stakeholders and users informed about the support plan and any changes. 2. Track and measure performance regularly: Use data to identify areas for improvement and adjust your plan accordingly. 3. Manage costs effectively: Optimize resource allocation and explore cost-saving opportunities. 4. Conduct regular budget reviews: Ensure your budget aligns with your changing needs and priorities.

Most of the conflicts arise in the support, as most of the users are not aware of all the changes that have been implemented or they might now provide forget the few points which will be asked to implement in the support which is considered as CR and that will be not be accepted by business since the budget is not consider here.

Implementing your support plan and budget is crucial for a post-implementation support strategy in an ERP project. Roll out the support structure, ensuring designated roles and communication channels are operational. Execute established processes, monitoring their effectiveness. Allocate budgeted resources, whether internal or external, for training programs and helpdesk services. Regularly assess the alignment of the support plan with organizational objectives, adjusting resources and strategies as needed. This proactive approach ensures a seamless transition to post-implementation support, enabling organizations to promptly address issues, optimize system performance, and uphold the long-term success of the ERP system.

Firstly, I would highly recommend that you use the ERP tools you have at hand. They are there for a reason when it comes to dashboards, planning employees, etc - so make sure you sue them! When using them correctly, naturally you will have more success in dealing with budgets, allocated time/resources and further expenses. Make sure to look out for these things: - People needing further training - Scope creep - Further requirements being put forward - Lack of adoption internally - Lack of communication Please be on the lookout; otherwise, you will be punished and miss out on profitability and the organisation adopting the platform successfully.

To ensure that you complete this step successfully, you need to consider two things: - Communication with the customer - Stick to best practices and methodology Transparency is vital when it comes to adjusting and evaluating your support plan. If you have positive and negative feedback, changes might be needed, with gaps being identified. Plan ahead for this, as it can happen. Be proactive. Be transparent. Be understanding of the organisation.

Regularly evaluating and adjusting the support plan and budget is vital for sustained post-implementation success in an ERP project. Assess the effectiveness of the support structure, processes, and allocated resources, gathering feedback from users and stakeholders. Use key performance indicators to measure alignment with organizational objectives, making proactive adjustments to roles and budgets. Foster a culture of continuous improvement, ensuring the support plan remains responsive and adaptable to evolving needs. This iterative evaluation ensures optimal alignment with organizational goals, contributing to the ongoing success and efficiency of the ERP system.

Reviewing support results against expected outcomes, identifying gaps, strengths, weaknesses, opportunities, or threats, and making necessary changes or improvements is vital. Communicating these adjustments to stakeholders and users ensures transparency and continuous improvement. Collecting and analyzing feedback through surveys, interviews, focus groups, or analytics provides valuable insights for refinement.

Continuously measure the performance of your support plan against defined objectives and metrics. Obtain feedback from users and support team members on areas of improvement. Review regularly the support metrics of the processes to see if they are working efficiently and if the budget is sufficient. The plan should be changed whenever there is a need; likewise, the budget should be changed for it to remain viable in achieving the business objectives.

Evaluating your support plan is like tuning a guitar. Regular adjustments keep everything in harmony. Listen for feedback (it's your audience), identify sour notes (gaps), and don't be afraid to try new arrangements. Keep strumming until you find the perfect rhythm!

Use a ticketing system to track support requests, ensuring issues are documented, prioritised & addressed in a timely manner. During the post-implementation phase for a financial services company, we implemented a ticketing system that categorised & tracked all support requests. This system provided transparency & accountability, allowing us to monitor response times & resolution rates Set aside budget for third-party support services, such as consultants or vendors, to handle complex issues that require external expertise. In an ERP implementation for a retail chain, we allocated a portion of the support budget for third-party consultants. These experts were called upon for specialised tasks such as system integrations & customisations.

Continuous Training and Knowledge Transfer: Ensure ongoing training for end-users and support staff to keep them updated on system enhancements or changes. Implement a knowledge transfer program to share best practices and insights gained during the ERP implementation. Foster a culture of continuous learning to enhance system utilization and troubleshoot issues effectively. This additional step emphasizes the importance of knowledge retention and skill development, contributing to the long-term success and sustainability of the ERP system post-implementation.

Sustain Continuous Learning and Knowledge Sharing: Continuous Training for End-Users and Support Personnel: Provide consistent training sessions for end-users and support staff to keep them abreast of system upgrades and modifications. Ensure ongoing education to empower them with the latest skills and insights for optimal system utilization. Knowledge Transfer Initiatives: Enact a structured knowledge transfer program to disseminate best practices and valuable insights garnered throughout the ERP implementation. Facilitate the exchange of expertise among team members, fostering a collaborative learning environment.

Please ensure that key stakeholders within the business want to get stuck into the ERP platform and take ownership. This increases adoption within the company and limits the further need for support so you can focus on more priorities. Additionally, you can help support in different ways while the system is being championed internally and externally within the business. It is a WIN, WIN.

In my experience, developing a post-implementation support plan involves understanding system nuances and anticipating challenges. For instance, unforeseen compatibility issues with our custom solution during a version update highlighted the importance of thorough risk management. Comprehensive training for support staff proved invaluable in enhancing user satisfaction and reducing resolution times. Adaptability, communication, and continuous improvement are crucial to success. And budget always comes as a roadblock or a showstopper once the implementation is completed, so need to be sure of adding some buffer before finalising the budgets.