What are the best practices for providing post-implementation support?

Clear Communication: Maintain open channels of communication with clients or users to address their concerns and provide timely updates. Knowledge Transfer: Ensure knowledge transfer to internal teams or users to handle routine issues independently. Documentation: Create comprehensive documentation for troubleshooting and FAQs. Feedback Loop: Collect feedback to identify areas for improvement and implement necessary changes. Scalability: Prepare for scalability by anticipating and addressing potential challenges in advance. Timely Response: Provide prompt responses and solutions to issues to minimize downtime and user frustration. Training: Offer training and resources to empower users and reduce dependency on support.

Best practices for post-implementation support include establishing a cross-functional team, using a structured approach, documenting findings and recommendations, implementing actionable insights, and continuously improving processes. It's crucial to provide comprehensive training, offer ongoing support, and solicit user feedback for necessary adjustments. Ensure knowledge transfer, define support levels, and have clear roles and responsibilities.

One thing I have found helpful is Value tracking. Being able to identify KPI's of a tool and track the value of that tool based on this is key to ensure customer satisfaction and efficiency of the system. It is also important to request feedback from end users, this will help you identify new pain points

Daily Monitoring of the Functionality with Front End and Back End Review Existing Documents and Plans. Regular feedback collection and subsequent system enhancements.

It's essential to maintain thorough documentation, establish a dedicated help desk, define clear SLAs, offer ongoing user training, establish a feedback loop for user input, proactively monitor the system, maintain a knowledge base for self-service, carefully manage system changes, keep software and security measures up to date, and communicate regularly with users.

Support groups act as life-savers post implementation in any rollout. They are responsible to ensure a smooth transition and enablement of users at almost all levels in an organization. Queries and requests raised towards the team are critically analyzed, evaluated in terms of priority and resolved/dealt with accordingly.

Ensuring easy access to how-to guides is crucial for the successful launch of any application. Consider preparing straightforward how-to guides for essential business activities, utilizing various media formats such as one-pagers, PowerPoints, FAQs, and brief video explainers. Ensure that these documents are easily searchable. To facilitate onboarding for our team members, we conducted numerous training sessions using Zoom. Subsequently, we systematically organized these meeting recordings within folders in our knowledge management tool. This tool rendered the entire transcript searchable, allowing users to locate specific segments of the video rather than having to watch the entire training session.

Post-implementation support is crucial for the success of an ERP system. Key elements include defining the scope of support, setting up a qualified team, and providing ongoing training. Regular feedback collection and subsequent system enhancements ensure the system meets user needs and expectations. Continuous evaluation of support services is essential to ensure alignment with business objectives and user satisfaction.

A little foresight can go a long way to support an ERP implementation. Project leaders should be proactive about the post-implementation process.

Providing ongoing training and documentation is crucial for maintaining efficiency and maximizing ROI on your ERP investment. Recognise that users have different levels of technical proficiency and learning preferences. Customising training materials to meet diverse needs enhances understanding and engagement. Incorporating feedback loops, where users suggest improvements or highlight issues, leads to continuous improvement and satisfaction. A method I’ve used with clients is a Teams channel where users raise issues and make suggestions, and I respond with solutions. This allows the entire team to learn from each issue and prevents repetitive questions, ensuring the ERP system evolves and remains a valuable asset.

Ouvrir une cellule psychologique pour aider le client à accepter le fait qu'on a explosé son budget de 300% et qu'on a un retard de 3 ans sur la livraison. Il va en avoir besoin quand il se rendra compte que son projet ne sert plus à rien.

Ive found it helpful,prior to implementation to contract for post implementation that INCLUDES THE NAMED PROJECT MANAGERS. For instance, Overall lead PM, lead HR pm, lead Finance pm, lead crm, lead scm. Contract them BY NAME for 5hours a quarter for 3 years. 5 people x 60hrs over 3yrs post-project= 300hrs all remote. They know how the project REALLY went down and the post project risks. If you dont pre-pay or pre-contract them by name they'll be long gone very unlikely to ever return. BUT -if pre-promised, they can almost always carve out 5hrs a quarter. A pure simple and smart risk reduction strategy.

What could make the post-implementation support the most effective, is to define a support protocol before hand. Making sure that all the stakholders understand the SOP and SLAs in place. When the expectations are alligned, more satisfactory levels will be reached.

Additionally, it's imperative to maintain open communication channels so users can easily report issues and seek guidance. Emphasizing change management minimizes operational disruptions, while proactive system monitoring and audits ensure optimal performance. Above all, prioritizing a user-centric approach guarantees a responsive and effective support system.

Considere que n?o existe fim na implementa??o de um ERP. A implanta??o finaliza. O relacionamento comercial surgido desde a proposta até o pagamento da última parcela do contrato de implanta??o finalizam. Mas a implementa??o, o treinamento s?o permanentes. Em alguns casos s?o constantes. Lembre-se que a evolu??o de tudo está em ritmo acelerado. Assim as pessoas que est?o envolvidas com a aplica??o técnica, ou como usuário final do ERP também precisam de auxilio, apoio e treinamento infinito.