What Happens After ERP Go-Live? Post-Implementation Support Guide
Going live with your ERP system is a major milestone for your business. Months of preparation and configuration have led to this moment. The system is now live, and the whole team can breathe a sigh of relief. However, the fact that many businesses do not realize is that the go live date is not the end of the process; it is the beginning of the process.The actual process of the ERP implementation starts the day after the go live date.
Knowing the process and preparing for it is the difference between businesses that get the best out of their ERP systems and those that do not.
This guide will take you through the key processes that take place after the go live date and the best practices for your SAP Business One ERP system.
Why Post Go-Live Support Is Critical
ERP projects are meticulously planned up to the go-live date. Budgets, timelines, and resources are all aligned to achieve a singular goal. Yet, research clearly shows that a significant percentage of ERP system dissatisfaction occurs post go-live, not during the implementation process.
The causes are obvious:
* Users are confronted with real-world situations that were not addressed in training
* Data quality problems are revealed when live transactions begin
* Business processes need to be honed when they are subjected to real-world demands
* System performance may need to be optimized when subjected to real-world demands
If not addressed through a post go-live support process, these challenges quickly multiply. If addressed through a post go-live support process, these challenges become stepping stones to a highly performing system.
Key Activities After ERP Go-Live
1. Hypercare Period (Weeks 1-4)
The first four weeks post-go-live are considered to be in the hypercare period. This period requires a high level of support and monitoring.
In the hypercare period, your implementation partner and IT team must be on high alert for:
- Transaction errors and processing failures
- Integration problems between SAP Business One and third-party systems
- User complaints and confusions
- Data inconsistencies from the legacy systems
The hypercare period is not the time to scale down support. In fact, it requires more support resources than the implementation phase. It’s also important to have your SAP Business One partner available on-call during this period. This can be the make-or-break for a smooth or chaotic go-live.
2. User Training and Knowledge Reinforcement
One of the most neglected aspects of post-go-live support is user training. It has been found that training conducted in the pre-go-live phase may not be sufficient. What’s missing?
Users learn best when working with actual data in a live environment. Many users may have questions and may not have clarity only when they start working with actual orders, invoices, etc.
What are the best practices for user training in the post-go-live phase?
- Refresher training sessions based on roles and department-wise operations in SAP Business One
- Documentation libraries containing step-by-step operating procedures for users
- Super user programs to support users
- On-demand support access to your implementation partner
3. System Monitoring and Performance Optimization
After your ERP system goes live, it needs to be constantly monitored to make sure it is functioning as desired. This includes:
- Database performance to make sure queries are running quickly even as data grows in volume
- System availability, especially for cloud-based SAP Business One systems
- Applying security patches from SAP to keep the system secure and compliant
- Testing your backup and disaster recovery procedures to make sure your data is safe
Performance problems ignored for too long have a way of becoming worse over time. A simple way to stay in front of potential performance problems is to develop a regular system monitoring routine, such as weekly or monthly system checks.
4. Process Review and Continuous Improvement
Your processes were designed based on your company’s expectations of how you wanted to operate.
At 30, 60, and 90 days post go-live, you should review your processes to answer these questions:
- Are processes running exactly as designed?
- Are there “workarounds” that users have implemented because the system, while close, was not an exact fit?
- What reports and analyses are users running, and which are they ignoring?
- Are there opportunities to automate other processes in SAP Business One that you didn’t initially implement?
The above is a basic outline of a continuous improvement process, which is an important best practice in ERP management in general.
5. Keeping Up With Software Updates
SAP frequently releases new versions, patches, and feature packs for SAP Business One.
The reasons for staying up to date include:
- Latest features and improved user interface
- Integration with third-party applications
- Protection against known security issues
- Eligibility to receive SAP support
Some organizations are reluctant to keep up to date, as they fear disruptions to the system. Having a well-planned upgrade cycle, where the upgrade is first performed in a sandbox environment, minimizes the risks.
6. Knowledge Preservation and Documentation
In every business, there is a high chance of employee turnover. In ERP projects, the people who were part of the implementation project move on, taking the business knowledge with them unless it is properly documented.
The documentation of the system after the go-live phase should include:
- Decisions made during system configuration and the reasons behind them
- Decisions made during customization
- User manuals for each department’s main business processes
- A change log of all changes made to the system over time
Measuring ERP Success After Go-Live
How do you measure ERP success? Establish and track key performance indicators based on original implementation objectives. For businesses using SAP Business One, post-go-live ERP metrics might include:
- Order to cash: is this time period improving post go-live?
- Inventory accuracy: is this improving post go-live?
- Financial close time: is this improving post go-live?
- Report generation time: is this improving post go-live?
- Support tickets: is this improving post go-live?
Reviewing these metrics on a regular basis provides management with a clear and unbiased understanding of ERP ROI.
The Role of Your ERP Implementation Partner Post Go Live
It’s a common misconception that once you’ve gone live, you don’t need your ERP implementation partner anymore. In reality, some of the most successful ERP projects are those where a long-term relationship exists between the business and implementation partner.
Your ERP implementation partner should be able to assist you in the following ways post-go live:
- System administration and troubleshooting
- Additional user training for new employees
- Software version upgrades
- Custom development work
- New module releases
- Strategic advice as you continue to grow your business
When considering a post-go live support arrangement, you should be looking for a partner with a strong SAP Business One background, a solid Service Level Agreement (SLA), and the ability to fulfill a variety of support models, including a traditional ‘break fix’ approach as well as a more ‘advisory’ style.
Conclusion
While achieving a go-live with SAP Business One is a notable accomplishment, it is what happens after go-live that defines the ultimate benefit to your business from this system. Post go-live support is not an afterthought, but a strategic investment in the future of your ERP system and, by extension, your business.
The businesses that truly benefit from their ERP system, and therefore their technology investment, are those that think of their ERP system as a living, breathing system, and not a one-time project.
Ready to Strengthen Your Post Go-Live ERP Strategy?
At SkySurge, we are experts in SAP Business One implementation and long-term support after go-live for growing businesses. Whether you are in the hypercare phase, planning a system upgrade, or looking to fine-tune your existing system, we are here to assist you.
Frequently Asked Questions (FAQ)
Q1. Do we need a dedicated internal ERP administrator post go-live?
While for most small to mid-sized businesses running an SAP Business One system, having a dedicated full-time ERP administrator may not be required, especially when you have an active support contract with an experienced partner like SkySurge. It is, however, highly recommended to have an internal user/admin who works in conjunction with your partner.
Q2. What is the most common reason ERP implementations fail after go-live?
The most common reason ERP implementations fail post-go-live is a result of low user adoption. This is the primary reason ERP implementations fail post-go-live. This occurs even if an ERP implementation was technically perfect. This shows just how important user adoption is. This is a key reason training is just as important as the ERP implementation itself.
Q3. How frequently should SAP Business One be updated after go-live?
Major version updates and patches are released regularly throughout the year by SAP. As a standard recommendation, it is recommended that businesses keep their systems up to date with the latest security patches, although major version upgrades should be performed at a frequency of once or twice a month after testing in a sandbox environment.
Q4. What KPIs should we track to measure ERP success after go-live?
The KPIs to be tracked to measure the success of an ERP system implementation vary based on the objective of the ERP system implementation project, although common KPIs include order to cash cycle time, inventory accuracy, financial closing cycle time, report generation time, and support ticket volume over time.
