Why HyperCare Was Important in This Project
The HyperCare phase played a crucial role in ensuring a smooth and stable transition after the ERPNext Go-Live at IntechFire. Moreover, given the organization’s diverse operational processes and multiple user groups, HyperCare became essential for bridging the gap between system deployment and real-world usage.
Client Overview
To begin with, Intech Fire & Security Pvt. Ltd. established in 2014, is one of the leading fire and security solution providers. Over the years, the company has built a strong reputation by delivering reliable fire and security solutions across industries.
Furthermore, the organization’s commitment to quality and safety is reflected in its globally recognized certifications, including:
- ISO 9001:2015: Certified for Quality Management Systems
- ISO 45001:2018: Ensuring strong occupational health & safety practices
- ISO 14001:2015: Committed to effective environmental management
In addition, Intech Fire & Security Pvt. Ltd. has a dedicated team across India focused on strengthening customer relationships through exceptional service and technical expertise. By collaborating closely with certified fire professionals, the company ensures that fire safety equipment remains compliant, operational, and consistently protects life and property.
See how strategic HyperCare transformed ERPNext adoption…
Industry & Domain
From an industry perspective, Intech Fire & Security Pvt Ltd operates in the fire protection and security domain. Specifically, the company provides end-to-end solutions such as fire detection, suppression, and alarm systems.
Additionally, its domain expertise includes the design, installation, and maintenance of fire alarm systems, gas and flame detection, access control, CCTV, and suppression systems for both commercial and industrial clients.
- Departments Automated Using ERPNext
As part of the digital transformation, the following departments were automated using ERPNext:
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- Purchase & Vendor Management
- Sales & Customer Management
- Inventory & Warehouse Management
- Accounting & Finance
The Challenges
- Users faced difficulties in operating the system
Initially, several users experienced challenges while navigating different ERPNext modules. As a result, productivity dropped and dependency on support teams increased.
- User-wise access management issues
At the same time, inconsistencies were found in user permissions. While some users lacked necessary access, others had broader permissions than required.
- Issues in the buying process
Consequently, the purchasing workflow did not function smoothly, leading to delays and manual intervention during procurement.
- Issues in the selling process
Similarly, gaps in the sales workflow caused slowdowns and occasional billing errors.
- Difficulty in maintaining accurate inventory
Meanwhile, the system struggled to reflect real-time inventory, resulting in mismatches between physical and system stock.
- Requirement for custom reports
Finally, users needed customized reports to improve visibility and decision-making, which were unavailable in standard ERPNext reports.
The Solution
- Enhancing User Familiarity & Ease of System Use
During the HyperCare phase, the focus shifted toward building user confidence and self-sufficiency. In fact, most challenges were usability-related rather than system limitations.
To address this:
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- Role-based training sessions were conducted
- Step-by-step process documentation was shared
- On-the-ground support was provided during live transactions
As a result, user adoption improved significantly, errors reduced, and dependency on support decreased.
- Streamlining User-Wise Access Management
To mitigate security and operational risks, a structured access framework was implemented:
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- Clearly defined user roles
- Standardized permission matrix
- Correction of access inconsistencies
- Approval-driven access change process
Consequently, system governance and accountability improved.
- Improving the Buying Process
Next, procurement workflows were optimized to eliminate delays:
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- Purchasing steps were redesigned
- Approval workflows were automated
- Targeted user training was conducted
Therefore, procurement became faster and easier to track.
- Strengthening the Selling Process
Likewise, sales workflows were stabilized by:
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- Aligning order, invoicing, and delivery processes
- Closing validation gaps
- Improving coordination between teams
This, in turn, reduced operational friction.
- Ensuring Accurate & Reliable Inventory Management
To ensure accuracy, the following measures were introduced:
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- Regular stock reconciliation
- Batch-wise and location-based tracking
- Automatic stock updates
As a result, inventory visibility improved significantly.
- Developing Custom Reports for Better Decision-Making
Since standard reports were insufficient, custom reports were developed:
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- Department-wise reporting requirements were captured
- Reports aligned with real KPIs
- Easy filtering and exporting enabled
Ultimately, this enhanced visibility and faster decision-making.
Results & Impact
Overall, the Post-Go-Live phase delivered measurable improvements:
- Efficiency Improvement:
The client targeted a 70% efficiency improvement with continuous optimization.
- Customer Satisfaction:
Consequently, satisfaction reached 98%.
- Tickets Handled:
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- Total Tickets Received: 46.
- Total Tickets Resolved: 44.
- Average Response Time: 4 min 54 sec.
- Average Ticket Rating: ⭐⭐⭐⭐ (4/5).
Key Highlights
- Notably, hands-on HyperCare drives higher user adoption
- Equally important, role-based access improves security
- Additionally, inventory accuracy requires discipline
- Most importantly, custom reports boost confidence
Key Learnings Going Forward
- In conclusion, HyperCare converts ERP usage into adoption
- Therefore, training and access control must be core deliverables
- Likewise, inventory accuracy needs ongoing monitoring
Finally, reporting needs emerge post real usage
Want the same confidence in your ERPNext setup?
Let’s talk about how the Post Go-Live support can support your journey.
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