Why HyperCare Was Critical for TouchMagix
TouchMagix India Pvt. Ltd. had already gone live with ERPNext for its core business operations, but the post-implementation phase surfaced new requirements, configuration gaps, and usability challenges. HyperCare (AMC) support became essential to stabilize the system, streamline processes, and ensure that day-to-day operations continued without disruptions.
Throughout the HyperCare period, the focus was to improve system reliability, enhance user experience, fix operational bottlenecks, and help various departments adopt best-practice workflows. This continuous support ensured that ERPNext matured with TouchMagix’s fast-evolving business needs.
Client Overview
TouchMagix is a global innovator in the arcade and interactive technology sector. Since 2009, they have manufactured “never-seen-before” gaming experiences for over 100 Fortune 500 companies across 40 countries. With a unique business model that blends hardware manufacturing, software development, and rigorous ROI analysis, TouchMagix operates a complex, multinational supply chain that demands precision in manufacturing, buying, and stock management.
Key Data Points Included:
- Founded: 2009.
- Reach: 40+ Countries / 100+ Fortune 500 Clients.
- Locations: US (market) & Pune, India (R&D/manufacturing).
- Domain: Hybrid (Hardware + Software + Manufacturing).
- USP: Skill-based gaming & high ROI focus.
ERP Implementation Stage:
When HyperCare support began, TouchMagix was already live on ERPNext for most functional areas. However, with evolving use cases and new user groups coming on board, the business needed continuous refinement, faster resolutions, and clarity on best practices.
Departments Using ERPNext:
- Stock & Warehouse Management
- Buying & Vendor Management
- Manufacturing & Production Planning
- Selling & Dispatch
- Accounting & Finance
Have a look at the previous case study: The Hidden Phase of ERPNext Success
The Challenges
1. Incomplete Configurations from Earlier Implementation Phases
Some ERPNext configurations from the initial implementation were not fully aligned with real operational workflows. These gaps surfaced only after users began working on live transactions. leading to inconsistent behavior across inventory, manufacturing, and finance modules and requiring corrective refinement during HyperCare.
2. Rapidly Changing Business Requirements Post Go-Live
As TouchMagix continued to innovate and launch new products, operational requirements evolved quickly. These frequent changes demanded agile system adjustments without impacting existing processes, making continuous HyperCare support essential to keep the ERP aligned with business growth.
3. Requirement Clarity Emerging Only After Live Usage
Several requirements became clear only when users interacted with the system in the real world. scenarios. Practical usage highlighted workflow improvements, reporting needs, and usability enhancements that were difficult to anticipate during pre-go-live discussions.
4. E-Invoice and E-Waybill Integration Challenges
Initial e-invoicing and e-waybill setups faced integration and compliance-related challenges. Ensuring accurate tax data flow, smooth document generation, and timely dispatch required close monitoring, configuration corrections, and validation during the HyperCare phase.
5. Complexity in Setting Up System Notifications and Alerts
Configuring meaningful alerts for transactions, approvals, and exceptions across departments proved complex. Notifications needed to be timely, role-specific, and actionable to avoid missed follow-ups or alert fatigue, requiring careful design and testing.
6. Need for Customized Financial and Operational Reports
Standard ERPNext reports did not fully meet the management and operational visibility needs. Custom financial and operational reports were required to support decision-making. compliance tracking, and performance monitoring across departments.
The Solution
- E-Invoice & E-Waybill Stabilization
Implemented and fine-tuned e-invoicing and e-waybill workflows to ensure statutory compliance, reduce billing delays, and enable smooth, on-time dispatch operations across sales and logistics.
- Configuration & Process Refinements
Reviewed and corrected configuration gaps across inventory, manufacturing, and finance modules to ensure consistent system behavior and stable day-to-day transactions.
- Best-Practice Guidance & User Training
Conducted multiple rounds of functional and role-based training to help teams adopt standard ERPNext workflows improve system confidence and reduce operational errors.
Continuous HyperCare Support
Provided proactive and responsive HyperCare assistance, including issue resolution, task execution, and change support, ensuring uninterrupted business operations during the post-go-live phase.
Results & Impact:
Efficiency Improvement:
The client reported a 65% increase in overall operational efficiency after migration.
Customer Satisfaction:
Client satisfaction level recorded at 97%.
Tickets Handled:
Total Tickets: 146
- 84 issue tickets (bugs, and functional queries)
- 51 tasks and change requests.
Average Response Time: 5 Minutes
Average Rating: 4.5/5
These metrics highlight the efficiency, reliability, and responsiveness delivered during the AMC (Hypercare) period.
Key Highlights:
1. ERP Evolves with the Business
Touchakis’s fast-paced product innovations required ERPNext to continuously evolve. HyperCare ensured the system grew alongside business needs.
2. Importance of Clear Requirements
The case emphasized the importance of deeper requirement workshops with production, stores, and finance teams before major rollouts.
3. Balance Between Custom & Standard
For a tech company with complex processes, deciding what should be standardized vs. customized required continuous assessment.
Key Learnings for Future Projects
1. Treat ERPNext as an ongoing continuous improvement ecosystem, not a one-time setup.
2. Build reusable configuration.
3. Implement a governance model to limit unnecessary customizations and maintain upgrade-
friendliness.
4. Ensure regular training cycles so that new teams adapt efficiently.
To Boost Your Business Efficiency, Connect with ERPNext Expert, the Frappe Gold Partner.
