Why is ongoing support post-implementation crucial in SAP S/4HANA projects?

Ongoing support post-implementation is vital in SAP S/4HANA projects primarily because it helps address issues as users adapt to the new system. After implementation, users are often navigating new processes, functionalities, and workflows that can differ significantly from prior systems. Support teams play a critical role in providing assistance to ensure a smooth transition, helping users understand the new environment, troubleshoot problems, and optimize their use of the system.

This phase is essential because initial user resistance or difficulties can hinder overall system adoption and lead to inefficiencies if not managed properly. By providing targeted ongoing support, organizations can facilitate user learning and confidence, leading to quicker realization of benefits from the new system and improved overall productivity.

While there are merits to considerations such as project cost reduction, the necessity of future upgrades, and documentation completeness, these do not directly address the ongoing, user-focused challenges that arise after the system goes live. The focus on user adaptation is where the greatest risks and opportunities for improvement exist in the post-implementation phase.