Why Maintain A Strong Support Team After Go-Live

When a company successfully implements new Human Capital Management (HCM) software, the excitement of a “go-live” moment can be overwhelming. The project team, management, and users celebrate the transition and are eager to start using the new features in the new platform. But as critical as the go-live phase is, the post-implementation phase—when your new HCM system is live—is just as, if not more, important. It is time to keep your new system running smoothly, and a strong support team is critical to your success.

Here are eight key reasons why having a dedicated HCM support team after go-live is vital to long-term success:

1. Smooth Transition and Issue Resolution

The go-live phase is only the beginning. Once your new HCM system is live, your users may need clarification on how to use the new system effectively. If they run into trouble using the system, having a responsive and knowledgeable support team ensures these issues are addressed quickly and efficiently. Whether troubleshooting errors, answering user questions, or assisting with unexpected technical glitches, a good support team is key to minimizing downtime and ensuring the system operates smoothly. Backed by years of experience, your support team members may have seen the exact issue and quickly work with you to fix it.

2. Maximizing the Value of the New System

After the excitement of implementation fades, users may not immediately realize the full potential of the new system. A skilled support team can help users optimize their experience by providing guidance on best practices, advanced features, and ways to enhance their workflow. For example, HRchitect’s BI (Business Intelligence) report support consultants can help build the complex reports you need.  Having a support consultant available will allow you to quickly access new features or modules that build on your current functionality. Additionally, they can assist in optimizing your new system to make it more robust.

Overall, this ongoing support helps the organization maximize its investment in the new software by ensuring the system is used to its full capacity.

3. Fostering User Adoption

Change can be difficult, especially when it comes to new technology. Without a reliable support team, your HR team and end users may become frustrated if they don’t feel comfortable or confident with the new system. A strong support team can offer training, resources, and personalized assistance, which fosters greater user adoption and confidence in the system. The better users feel supported, the more likely they are to embrace the system, ultimately improving productivity and morale. One-on-one training in the more complex areas of the new HCM system will ensure your users quickly become subject matter experts in their areas of expertise.

4. Continuous Improvement and Updates

No system is perfect at launch. Over time, your HCM vendor will roll out updates, patches, and new features. A dedicated support team plays a crucial role in communicating with and guiding users through these updates. Additionally, they gather user feedback that can inform your continuous improvement plan for your HCM system. A support team ensures that the system evolves with the organization’s needs by keeping users engaged and informed about the latest developments. A significant benefit the HRchitect support team has provided our clients is the implementation of an API, which enables seamless integration and helps them avoid the dual maintenance and inherent issues associated with .csv file imports.

5. Minimizing the Risk of System Failure

The longer an organization operates without adequate support, the higher the risk of system failure. Minor technical issues can snowball into major problems if not addressed. A support team proactively monitors and identifies issues before they escalate, reducing the likelihood of a system breakdown. This level of vigilance helps the organization avoid costly disruptions and ensures the business can continue to run smoothly without unexpected interruptions.

6. Enhancing Customer and Stakeholder Confidence

A well-functioning system reflects positively on the company’s professionalism and commitment to operational excellence. When external customers, for example, your external managed service contractors, see that your organization has robust support after your HCM system goes live, it boosts their confidence in the company’s ability to deliver and manage its HR operations. A reliable support team demonstrates that the company is prepared for challenges and committed to delivering value beyond the initial implementation.

7. Strengthening Long-Term Relationships with Vendors and Partners

Support teams work with internal users, but they also interact with external HCM vendors and other partners. When issues arise, having a support team in place ensures that problems can be communicated efficiently and resolved quickly, strengthening relationships with all parties. Maintaining these positive relationships over time contributes to smoother operations and continued success.

8. Ensuring Business Continuity

In today’s fast-paced, competitive environment, any disruption in business operations can have significant consequences. A support team helps ensure business continuity by addressing problems that might arise quickly and efficiently. They help maintain operational stability, allowing teams to focus on their core responsibilities without worrying about system errors or failures.

Concierge Managed Post Go-Live Support

Maintaining a strong support team after go-live is crucial to the success of any software or system implementation. It’s not just about fixing technical problems; it’s about maximizing the new system’s value, ensuring user adoption, and maintaining business continuity. By investing in post-implementation support, organizations can ensure that their new systems deliver ongoing value, contribute to long-term success, and foster positive relationships with users, stakeholders and partners.

In the end, a successful HCM implementation go-live warrants celebration, but it is only the beginning of your HCM technology journey. A dedicated support team working closely with you and your team ensures that the organization thrives in the long run and continues to see the value of their investment in HCM systems. 

HRchitect provides concierge-managed post-go-live support services to our clients. With our white glove approach, you’ll skip the queue. You’ll have a dedicated consultant at your fingertips. There will be no logging tickets, no waiting on hold, just problem-solving. Contact us today to learn more about our support packages, which will ensure assistance is available when you need it. 

Further Reading:

Read how Star Nursery improved its payroll operations with post go-live support from HRchitect.

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