The Importance of Hypercare Support Post Implementation of a New System

It has been a busy period here at Technoivity as Oracle HCM and ERP goes live at Action for Children, providing hypercare support is crucial to ensure a smooth transition and immediate resolution of any issues that may arise. Hypercare support typically involves a dedicated team, normally formed from both the project team that configured and deployed the solution and the business experts that will champion the system into the future, who are readily available to assist users with any difficulties they encounter during the initial phase post-implementation. This team is often on the ground, or "floor-walking," to offer real-time assistance and guidance.?

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The hypercare phase is a critical period where the support team must be proactive and highly responsive. During this time, they monitor the system for any performance issues, address user queries, and provide additional training as needed. The goal is to stabilise the system and ensure all users are comfortable and proficient with the new Oracle HCM/ERP platform.?

Effective hypercare support often includes:?

• Immediate Assistance: Quick response to any technical difficulties or user inquiries to minimise disruptions to daily operations.?

• Training and Guidance: Additional training sessions to address any gaps in knowledge and ensure all users are fully adept at using the new system.?

• Performance Monitoring: Continuous monitoring of the system's performance to identify and resolve any issues promptly.?

• Feedback Collection: Gathering user feedback to understand their experience and make any necessary adjustments to the system or processes.?

• Communication: Regular updates and clear communication channels to keep all stakeholders informed about the status of the go-live and any ongoing support activities.?

Steve Clarke, our Founding Partner and Technical Expert who led the Data Migration and Payroll workstreams on the Oracle implementation at Action for Children gives his insight into hypercare support…??

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What was the plan of action for hypercare support as Action for Children go-live on Oracle HCM and ERP??

Support is delivered by bringing all technical and business experts together (the SWAT team) and establishing a solid and well communicated process for the wider userbase to raise issues which can be resolved by the SWAT team.?

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What are the most common problems you have faced during hypercare and how do you mitigate them??

User access on day one is always a challenge, getting users into a new system from a variety of devices and connection types in a secure way is key, and help needs to be on hand for any issues seen.?

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How do you measure the success of hypercare??

For any HCM system, paying the payroll correctly in the first month is the biggest test, this takes the input from all corners of the system and aggregates them into the final payroll, so is the broadest and most thorough test you can perform. Nobody really notices when your payroll runs correctly, but everyone notices when it doesn't!??

We typically find that HCM implementations have about 1 query raised for every employee. Where organisations successfully deliver hypercare with comprehensive user guides and intuitive help tools built into the application, this ratio can be far lower, meaning efficiencies in the central support functions to deliver better value to the organisation as a whole.?

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Can you share an example of any other previous successful hypercare support implementations??

When delivering a new HRIS platform to an organisation of 450 employees, we rolled out a network of local champion users in each department, that acted as a local hypercare service to their colleagues, both embedding expertise locally, and relieving pressure on the central HR and Payroll teams. ?

To find out how Technoivity can help support you HR, Payroll and Finance implementation, please contact: [email protected]