How to Build a Winning Post-Implementation Support Structure for Your Procurement Platform

Beyond Go-Live: How to Build a Winning Post-Implementation Support Structure for Your Procurement Platform

You’ve done it - implemented your procurement platform!

But let’s be honest - go-live isn’t the victory lap. It’s the starting line.

The real challenge lies ahead - keeping users engaged, ensuring suppliers stay active, and unlocking the platform’s full potential.

What happens next?

Will users embrace the system, or will they return to spreadsheets and outdated habits?

Without the right post-go-live strategy, even the best platform can falter, and investment could become a costly lesson.

Here’s how to ensure procurement platform doesn’t just survive - it thrives.

Pro tip for a start

Budget 20% of project’s cost for post-go-live activities. Trust me- it’s the smartest money You’ll spend.

Why Post-Go-Live Support Matters

Post-go-live support isn’t optional; it’s essential.

Think of it as the glue that holds everything together after launch.

Why does it matter so much?

1. Sustained Adoption - teams need ongoing guidance to weave the platform into their daily workflows. Without support, they’ll abandon it.
2. Problem Resolution - let’s face it - every system has glitches. Reliable support prevents small issues from spiraling into big frustrations.
3. Continuous Improvement - regular feedback and performance monitoring let organisation adapt and improve the system over time.

?? Quick Stat

Companies with strong post-go-live support see up to 30% higher ROI, proving that a well-supported platform doesn’t just meet expectations - it exceeds them.

5 Steps to Build a Post-Go-Live Support Framework

Let’s dive into the practical stuff.

Here are five steps to set up a post-go-live strategy that works.

1. Training and Onboarding for Users and Suppliers

Training doesn’t stop at launch. (repeat it after me "doesn't")

People forget workflows, new team members join, and system updates change the game. That’s why regular training keeps adoption high and frustration low.

For Users

• Host refresher workshops.
• Provide quick, on-demand video tutorials.
• Share cheat sheets for common tasks.

For Suppliers

• Offer tailored onboarding for supplier portals, catalog management, and responding to RFQs or POs.
• Organise supplier webinars to address FAQs and build confidence.

Story in Action

A manufacturing company I worked with scheduled monthly webinars for suppliers.

The results?

Supplier participation in e-auctions rose by 20%, helping the company secure better pricing and stronger supplier relationships.

2. Establish a Helpdesk and Support Team

Support shouldn’t feel like a scavenger hunt.

Users and suppliers need fast, reliable answers when something goes wrong.

What Works for Helpdesk Setup

• Offer multiple channels (chat, email, and phone).
• Structure support into tiers
• Tier 1 - simple issues like password resets or navigation.
• Tier 2 - technical problems like data integration errors.
• Vendor Escalation - for advanced issues requiring platform provider support.

Pro Tip

A 24-hour response time can make the difference between a happy user and a frustrated one.

3. Create a Knowledge Base and FAQs

Not every issue requires a phone call or email.

A comprehensive knowledge base empowers users to troubleshoot quickly on their own.

What to Include in Knowledge Base:

• Step-by-step guides for common tasks.
• FAQ pages addressing recurring user and supplier questions.
• Video tutorials for visual learners who want a quick fix.

Real-Life Win

A retail company built a searchable FAQ page covering everything from invoicing to catalog updates.

Within three months, supplier queries dropped by 30%, allowing support team to focus on more critical issues.

4. Define and Monitor KPIs

You can’t improve what You don’t measure.

KPIs act as your compass, showing what’s working and where course corrections are needed.

Key Metrics to Track:

• User Adoption Rates - how many teams consistently use the platform?
• Procurement Cycle Times - has the time from requisition to PO improved?
• Supplier Engagement - are suppliers onboarded and using the system effectively?
• Cost Savings - are You realising the financial benefits planned for?

Pro Tip

Share monthly KPI reports with stakeholders during the first six months.

Over time, shift to quarterly reviews to keep tracking consistent without overwhelming the team.

5. Build Feedback Loops for Continuous Improvement

The best platforms evolve.

By listening to users and suppliers, one can refine workflows, optimise features, and keep system aligned with business needs.

How to Gather Feedback:

• Run satisfaction surveys at the 3-, 6-, and 12-month marks.
• Host quarterly focus groups with buyers, suppliers, and key stakeholders.
• Use analytics to identify underused features or recurring challenges.

Example of Evolution

An energy company introduced templates for frequently ordered items after users flagged approval delays.

The change reduced procurement cycle times by 10% and became one of the platform’s most-used features.

Additional Post-Go-Live Essentials

If You want to go above and beyond, consider adding these to toolkit:

• Dedicated Account Managers - build stronger relationships with key suppliers through personalised support.
• Supplier Collaboration - provide advanced training for suppliers, especially for tools like e-auctions or performance dashboards.
• Regular Updates - share newsletters about system improvements, new features, and planned maintenance. Keeping users informed prevents surprises.
• Backup Plans - create contingency plans for critical tasks in case of system downtime.

The Cost of Skipping Post-Go-Live Support

What happens when you skip post-go-live support?

? Teams revert to spreadsheets.

? Suppliers disengage.

? ROI stalls.

The message is clear - skipping this phase doesn’t just slow You down- it costs more in the long run.

Post-Go-Live Success Story

"A financial services firm assumed their platform would run itself after launch.

Spoiler: it didn’t.

Within a year, user engagement dropped by 40%, and suppliers stopped participating.

After introducing quarterly training, setting up a helpdesk, and regularly monitoring KPIs, they turned things around.

Supplier compliance hit 85%, and procurement cycle times improved by 30%.

The takeaway?

Post-go-live support isn’t just helpful - it’s essential for success."

Why Post-Go-Live Support Drives ROI

A well-supported procurement platform doesn’t just work - it works better over time. Sustained adoption, measurable savings, and engaged suppliers happen when you invest in post-go-live support.

??Just to remember

Budget 20% of your project’s cost for post-go-live activities.

Trust me - it’s the smartest money you’ll spend.

What do You think - is anything missing ?