The successful deployment of a new software solution is often seen as the finish line, but at Sodales for Enterprise Health, Safety and Employee Relations, it’s just the start of a deeper, more impactful journey. While the go-live moment is a significant milestone, the real value of any software solution emerges in the days, months and years that follow.
The transition to a new software platform is a major transformation for any organization. Whether it’s optimizing employee relations, health and safety compliance, or managing labor relations, having the right support structure in place is crucial. At Sodales, we recognize that customer success doesn’t end with the software’s launch. The post go-live period is about continuous optimization, addressing unforeseen challenges and ensuring that customers extract maximum value from the platform over time.
To achieve this, Sodales has designed a complete post go-live support system. This starts with the hyper-care phase, where our team provides hands-on, real-time support to ensure a seamless transition. After that, our dedicated Customer Success team steps in, offering ongoing guidance, regular system maintenance and strategic updates. This structured approach ensures that every customer is not only set up for immediate success but equipped to thrive in the long term.
Keep reading to explore how the journey continues beyond go-live and uncover the critical importance of post go-live support in ensuring lasting success.
The Importance of Support After Go-Live: Setting Customers Up for Ongoing Success
During the period following the go-live customers are getting accustomed to their new system, ironing out any operational kinks and embedding the software into their daily workflows. But more than just ensuring the software works, this phase is about setting customers up for ongoing success.
Why Post Go-Live Support is Essential to Avoid Implementation Failures
Nearly 50% of implementations fail on their first attempt, often due to unforeseen challenges that arise during and after go-live. These failures can stem from issues like poor user adoption, inadequate training and a lack of system optimization. Without effective post go-live support, organizations risk facing significant operational disruptions that hinder the success of their transformation efforts. Proper post go-live support ensures that these challenges are addressed promptly through continuous monitoring, issue resolution and user assistance, significantly reducing the chances of failure. Sodales’ robust support model is designed to help companies navigate these critical early stages, ensuring that any solution implementation delivers on its promises and drives long-term business success.
Post go-live support ensures that the customer’s team is confident, knowledgeable and empowered to use the new platform effectively. This involves providing continuous assistance, training and updates so that any challenges can be quickly addressed. More importantly, the goal is to ensure that the software is delivering measurable value, whether that’s improved efficiency, better data management or stronger compliance outcomes.
The overarching goals after a go-live for any organization are clear: maintaining customer satisfaction, reducing downtime, resolving any issues swiftly and providing guidance on how to make the most of the solution. By focusing on customer engagement and continuous improvement, organizations can demonstrate their commitment to helping customers achieve their long-term objectives. This is where the difference between an ordinary software provider and a trusted business partner becomes obvious.
The Hyper-care Phase and Beyond: Ensuring a Smooth Transition
Immediately following the go-live, customers enter the hyper-care phase. During this critical period, Sodales remains highly engaged with the customer, offering 24/7 support. Our expert team is on hand to assist with any immediate issues, fine-tuning the system and ensuring that everything is functioning smoothly.
The hyper-care phase is not just about problem-solving; it’s about instilling confidence in the customer. We ensure that their teams feel empowered and comfortable using the Sodales platform, addressing any questions and facilitating hands-on guidance. This phase is a testament to Sodales’ commitment to not only deploying the solution but ensuring that it delivers value from day one.
The Transition to the Customer Success Team
Once the hyper-care phase is complete, the customer transitions to the Sodales Customer Success team. This team becomes the customer’s main point of contact for ongoing support, ensuring that any concerns, requests or opportunities are handled swiftly and efficiently.
The Customer Success team is a dedicated group of experts who understand the intricacies of each customer’s unique needs and industry requirements. They don’t just manage problems; they manage the relationship, ensuring that Sodales’ platform is constantly adding value to the customer’s business.
Ongoing Support: Maintenance and Frequent Meetings
After the initial launch, Sodales continues to provide ongoing regular maintenance support. This includes monitoring system performance, troubleshooting issues and making any necessary adjustments to ensure optimal operation.
What sets Sodales apart is the consistent cadence of communication. We hold frequent meetings with customers to discuss their evolving needs, address concerns and proactively resolve issues before they escalate. Whether it’s a technical issue or a simple request, customers can rely on Sodales to respond promptly and effectively.
Regular Updates on New Products and Release Upgrades
The software landscape is constantly evolving and Sodales is committed to keeping customers at the forefront of these developments. Our Customer Success team provides frequent updates on Sodales release upgrades, new products and features that can benefit the customer.
By staying informed about these innovations, customers can continue to leverage the latest technology to enhance their operations, ensuring that they remain competitive in their industries, which leads us to another critical element of our post go-live strategy, which is our collaborative relationship with the sales team. We understand that as organizations grow and evolve, so do their needs. At regular intervals, we introduce customers to our sales team, who offer ad hoc demos of new functionalities and features that can provide added value.
These interactions ensure that customers are always aware of the latest solution that Sodales has to offer, helping them make informed decisions about how to optimize their usage of the platform.
Investing in Long-Term Relationships
At Sodales, the post go-live phase marks the beginning of a collaborative partnership with our customers, built on mutual trust and long-term success. The most important takeaway from the Sodales post go-live experience is our unwavering commitment to supporting customers well beyond the initial implementation. We view every customer relationship as a journey, where we actively invest in their continuous growth and success.
Our approach is rooted in the belief that no customer should feel isolated or unsupported once their software is live. Instead, we ensure that they receive ongoing, tailored assistance designed to evolve alongside their business needs. Sodales recognizes that the true value of our platform comes from not just what it delivers on day one, but how it continues to adapt and expand over time. This is why we engage in frequent communication, offering proactive updates, personalized demonstrations of new features and tailored support based on the customer’s goals and challenges.
Regular touchpoints with our Customer Success team ensure that customers have a reliable partner to turn to for guidance, problem-solving and future planning. Whether it’s keeping the software up to date with the latest features, addressing emerging issues, or brainstorming how Sodales can align with upcoming business priorities, our support is ongoing and responsive.
This long-term commitment to customer success is what distinguishes Sodales. We pride ourselves on being more than just a software provider – we are a strategic partner dedicated to helping customers grow.
Ultimately, the Sodales model of continuous engagement ensures that customers never feel like they are navigating the complexities of their post go-live experience alone. Our Customer Success team is always available, guiding customers through challenges and helping them maximize the value of their Sodales platform. By staying closely connected with our customers, we ensure that the solution not only solves today’s problems but is agile enough to address tomorrow’s opportunities. In the end, we don’t just deliver software – we deliver an evolving, scalable solution designed to grow and thrive alongside our customers. This ensures that they always stay ahead of the curve, equipped with the tools they need to succeed in a rapidly evolving business landscape.
Building Lasting Customer Success with Sodales’ Post Go-Live Support
Through our hyper-care phase, transition to a dedicated Customer Success team and ongoing support initiatives, we are creating lasting relationships with our customers. Our continuous investment in innovation and partnership ensures that the journey with Sodales is one of constant growth and success.
To learn more about Sodales’ full range of modules and features and how they can benefit your organization, explore our comprehensive feature list here. To learn more about Sodales’ support model, click here.
Let Sodales help you achieve your business goals with unparalleled support and expertise, book your free industry-specific demo today.
