The Role of «Always On» Support Teams After ERP Implementation

Launching an ERP system is a major milestone, but it’s only the beginning of the journey. Once the system goes live, users encounter new workflows, hidden bugs, and unexpected needs. Without strong post-implementation support, businesses risk losing trust in their ERP investment and failing to realize its long-term value.

One of OS-MENA’s clients in the technology sector successfully rolled out a full-scale Odoo ERPimplementation. However, within weeks of going live, employees began facing operational challenges:

• Some modules behaved differently under real-world conditions.
• Users struggled to adapt to new processes.
• Minor bugs disrupted daily workflows.

It became clear that ongoing, proactive support was just as important as the initial ERP rollout.

Without structured ERP support, companies face significant risks:

• User frustration: Employees revert to old habits if issues remain unresolved.
• System damage: Untrained users may break processes or misconfigure critical modules.
• Feature abandonment: Advanced functions remain unused, reducing ROI.
• Unstable operations: Small bugs left unchecked grow into larger failures.
• Erosion of trust: Staff lose confidence in the system’s reliability.

OS-MENA established a dedicated “Always On” ERP support model for the client, combining 24/7 availability with proactive monitoring and automation.

Key elements included:

• 24/7 Helpdesk & Monitoring: Immediate responses to incidents at any time.
• Support Team Staffing: A trained team ready to resolve functional and technical issues.
• Automated Alerts: Proactive detection of potential errors before they disrupt users.
• Continuous Training: Ongoing user workshops to build confidence and adoption.
• Maintenance & Optimization: Regular system health checks and performance tuning.
• Coverage Across Modules: Support for Sales, Inventory, Manufacturing, Accounting, HR, and custom modules.

With OS-MENA’s Always On support, the client achieved:

• Stable operations: ERP ran smoothly with minimal disruptions.
• Higher user adoption: Employees embraced the system instead of avoiding it.
• Trust and confidence: Staff felt secure knowing issues would be solved quickly.
• Long-term ROI: Continued use of advanced features maximized ERP investment.
• Future readiness: The ERP system evolved alongside the business, not against it.

At OS-MENA, we know that ERP success doesn’t stop at go-live. Our Always On support services provide continuous stability, proactive monitoring, and round-the-clock assistance — ensuring your ERP system remains a reliable backbone for your business.