The Role of Hypercare Support in Post-Production SAP Rollouts: A Case Study of SAP BRIM and CPQ

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@article{1702909,
      author = {Prakash Subramani, Ashish Kumar, Archit Joshi, Om Goel, Dr. Lalit Kumar; Prof. (Dr.) Arpit Jain},
      title = {The Role of Hypercare Support in Post-Production SAP Rollouts: A Case Study of SAP BRIM and CPQ},
      journal = {Iconic Research And Engineering Journals},
      year = {2021},
      volume = {5},
      number = {3},
      pages = {219-236},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1702909.pdf},
      abstract = {The implementation of SAP systems, particularly SAP Billing and Revenue Innovation Management (BRIM) and Configure, Price, Quote (CPQ), marks a significant transition for organizations, necessitating robust support mechanisms to ensure operational continuity. This case study investigates the role of Hypercare support in the post-production phase of SAP rollouts, focusing on its impact on system stabilization, user adoption, and overall project success. Hypercare refers to the intensive support period following the go-live of an SAP implementation, characterized by heightened monitoring, immediate troubleshooting, and user training.
Through qualitative and quantitative analysis, this study examines the effectiveness of Hypercare support in identifying and addressing system issues, enhancing user experience, and facilitating a smoother transition to operational status. The case study highlights the critical components of Hypercare, including dedicated support teams, tailored training programs, and feedback loops, which collectively contribute to minimizing disruptions and optimizing performance.
Findings reveal that organizations leveraging comprehensive Hypercare support significantly reduce downtime and increase user confidence in new systems, thereby enhancing the return on investment for SAP implementations. Additionally, the study underscores the importance of establishing clear communication channels and collaborative frameworks during the Hypercare phase to foster a culture of continuous improvement. Ultimately, this research emphasizes that effective Hypercare support is pivotal to the success of post-production SAP rollouts, ensuring that the anticipated benefits of advanced systems like SAP BRIM and CPQ are fully realized.},
      keywords = {Hypercare support, SAP rollouts, post-production, SAP BRIM, Configure Price Quote (CPQ), system stabilization, user adoption, operational continuity, troubleshooting, user training, project success, performance optimization, communication channels, continuous improvement.},
      month = {September},
  }