Critical Role Of Hypercare In Software Implementation & Client Support
Having been continuously involved in hands-on work for our clientele in the software development industry, we understand that our work does not end until the client clicks “Go live.” Within the context of our industry, transitioning a project from execution to completion presents an incomplete narrative, as clients might raise concerns after we believe our task is complete.
Depending on the project’s duration, allocating time for post-implementation support becomes imperative – a phase dedicated to addressing client queries and ensuring a seamless transition.
Providing post-implementation support offers several benefits, including:
• Mitigating costly downtimes caused by unforeseen issues.
• Resolving short and long-term software challenges.
• Saving time and financial resources on potential software complications.
• Enhancing productivity and boosting team satisfaction.
Drawing from our extensive experience in digital transformation, we’ve developed contemporary bespoke solutions for enterprises and modernized legacy applications and procedures.
We understand that individuals might encounter confusion or difficulties while adapting to the new products we’ve created. In such situations, the Hypercare phase comes into play, ensuring long-term client assistance and instilling confidence in the change.
Hypercare signifies a period during which we offer additional aid and support to clients in adopting the new software and becoming adept in its usage. It’s analogous to gifting a remote-controlled car to a friend and guiding them through its functions until they become proficient in its operation.
Hypercare support can be provided remotely or on-site, encompassing subject matter expertise, development/configuration assistance, communication aid, and potentially temporary on-site staffing augmentation. It may vary in duration, support level, and organizational structure.
As previously mentioned, there’s a possibility that clients may not react positively to the new changes and might promptly communicate:
We are struggling to comprehend the changes/modifications you have made. It is significantly disrupting our workflow.”
A message like this is sufficient to generate frustration and anxiety among your teammates, leading to questions like “Why did we make the changes?” or “What’s the purpose of investing so much effort and time?”
To ensure your team doesn’t become overwhelmed by the Hypercare process, we would like to share some tips based on our own experiences as we too have gone through the “Been There, Done That” phase.
Assemble a Proficient Team
When preparing for a program launch, establish a dedicated team equipped to address unforeseen issues from various angles. These experts should be well-versed in their roles, possess comprehensive product knowledge, and be mentally prepared to identify glitches and escalate concerns to developers.
Provide Training and Support
In the business environment, implementation difficulties often arise due to insufficient training. When creating training materials, ensure accessibility and simplicity for new customers. Offering online, on-demand training resources allows support teams to guide users appropriately, enabling a focus on issue resolution rather than managing non-compliance.
Prepare Clients for Changes
Before the launch, engage with clients to explain the reasons behind the changes and the benefits they stand to gain. Even involving a single client representative from the client’s side can help understand the change’s impact and long-term advantages, fostering acceptance and patience amid any initial challenges.
Anticipate Unforeseen Hurdles
Introducing new changes invariably involves multiple moving parts, and encountering unanticipated obstacles is normal. While exact hurdles cannot be predicted, establishing clear escalation channels empowers the service team to address issues as they arise promptly.
Implementing Hypercare in Your Business
The truth remains that regardless of the creative design, the thoroughness in planning, the diligence in building, and the comprehensiveness in testing your product, an inevitable period of adjustment emerges as your customers navigate unfamiliar terrain. This is where Hypercare becomes pivotal, serving as the opportune moment to provide the highest level of support possible, aiding your clients in seamlessly integrating your product into their daily routines.
Initiating your hypercare strategy early, ideally during the strategic phases of product development and launch planning, is a wise decision. While it’s accurate that Hypercare support might extend the timeline of your product launch, it concurrently deepens your relationship with your customer base.
Written by Sarvika Technologies
Sarvika Tech is a team of young, energetic, and technology-loving people on the journey to help companies achieve their goals by supporting their IT needs. In a nutshell, we are a people’s company where the priority is their knowledge enhancement and career development. We believe that focusing on our most important asset, the team, will enable us to push boundaries and deliver ingenious IT solutions.