As Medtech Life continued to grow and expand its reach across 70+ countries, managing its core business operations with better structure, visibility, and control became increasingly important. The company adopted ERPNext to support its growing operations across sales, procurement, inventory, finance, and manufacturing. But going live with an ERP system was only the beginning.

As teams started using the system, some gaps became visible between the way processes were designed and how they worked in day-to-day operations. This created challenges around system usage, process alignment, manufacturing coordination, and user confidence.

The focus then shifted from simply running the ERP system to making it work better for the business. Through structured support, process improvements, stakeholder collaboration, and knowledge transfer, Medtech Life worked towards building a more stable and reliable ERP environment.

Here’s how that journey unfolded.

About Medtech

Medtech Life Pvt. Ltd. is a globally recognized medical technology company, known for delivering products that offer high protection, comfort, and performance. Its solutions are trusted across 70+ countries, serving both home-care users and hospital environments.

The company focuses on the design, development, manufacturing, and marketing of a wide range of medical devices and equipment. Headquartered in Mumbai, India, Medtech Life operates a manufacturing facility in Western India and has a workforce of over 150 employees.

ERP Landscape

Medtech Life adopted ERPNext to bring more structure, visibility, and control to its core business operations, especially as the company’s scale and global reach increased.

ERP Stage: The ERPNext implementation started on Version 13 and was later upgraded to Version 15. The system is now live in production, with continuous feature enhancements and improvements.

Departments Automated Using ERPNext

• Sales & Distribution
• Purchase & Vendor Management
• Inventory & Warehouse Management
• Accounting & Finance
• Manufacturing

The Challenge

Following the ERP go-live, Medtech Life faced several operational challenges that needed immediate and focused attention.

• Post Go-Live Stabilization Issues

Initial usage revealed inconsistencies in system behavior and uneven adoption across departments, which affected day-to-day operations and user confidence.

• Process Gaps Between Design and Reality

Some configurations implemented during the early phases did not fully match the actual business workflows, especially in procurement, inventory movement, and manufacturing coordination.

• Impact of Customizations

Some custom developments added complexity, occasionally affecting performance and making it harder for users to rely on standard system behavior.

• Manufacturing Alignment

Manufacturing processes needed better alignment within ERPNext to ensure smooth material flow, accurate costing, and better coordination with sales and inventory teams.

The Solution

A structured HyperCare support model was introduced to stabilize the system and align ERP usage with real business needs.

• Focused HyperCare Engagement

A dedicated post-go-live support phase was carried out to address system gaps, streamline workflows, and reduce day-to-day operational challenges.

Measurable Outcome: 150 support tickets were received and resolved during the HyperCare phase, helping the team address issues and keep operations running smoothly.

• Strong Stakeholder Collaboration

Regular review sessions with business and functional stakeholders helped prioritize issues, clarify ownership, and support timely decision-making.

Measurable Outcome: The HyperCare support process achieved 83.05% SLA compliance, with an average response time of just 3.5 minutes.

• Process-First Approach

Instead of quick fixes, the focus was on correcting the underlying process gaps to achieve long-term system reliability.

Measurable Outcome: An average ticket rating of 4/5 reflected a positive user experience with the support provided.

• User Enablement & Knowledge Transfer

Hands-on guidance and functional walkthroughs helped internal teams better understand ERP behavior and manage routine operations independently.

Related Case Study: See how we helped Accurate Powertech strengthen its ERPNext operations through structured HyperCare support.

Results & Business Impact

• Noticeable improvement in operational efficiency
• Greater process transparency across departments
• Stronger user trust in ERPNext as a core business system
• Reduced operational noise through standardized practices

Key Learnings for Post Go-Live Support

• Treat ERP as a continuously evolving system, not a one-time implementation.
• Give equal importance to system stability, process correctness, and user capability.
• Address root-cause process gaps rather than surface-level issues.
• Early and consistent knowledge transfer helps reduce long-term dependency.

Closing Takeaway

A structured post-go-live support approach helped Medtech Life improve system stability, align ERPNext with business processes, and build stronger internal ownership. The experience shows that successful ERP adoption continues beyond go-live, with the right focus on processes, people, and ongoing support.

HyperCare Impact

• Total Tickets Received: 150
• Total Tickets Resolved: 150
• SLA Compliance: 83.05%
• Average Response Time: 3.5 minutes
• Average Ticket Rating: 4/5

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