SW Group – Customer Testimonial
15.03.2025
Because implementing a new WMS or TMS shouldn’t mean being left to figure it out alone.
Choosing and implementing a new Warehouse Management System (WMS) or Transport Management System (TMS) is a big step for any business.
There is the planning, configuration, data, integrations, testing and training. Then comes the moment everyone has been working towards:
Go-live.
But what happens next?
At tmWare, this is one of the most important stages of an implementation. Your team is now using the system in a live environment, dealing with real customers, real orders, real stock and real operational pressures.
That is why we offer you Hypercare.
What is hypercare?
Hypercare is an enhanced level of support immediately following go-live, designed to help your team settle into the new system and ensure any issues or questions are dealt with quickly.
It is different from simply having a support desk available.
It is about being closer to the operation during those first critical days and weeks.
Our aim is simple:
Keep your operation moving while your team gains confidence in the new system.
Why does hypercare matter?
Even the best planned implementation can uncover things that simply cannot be identified until the system is being used in a live environment.
Perhaps a warehouse process works differently when the order volume increases.
Perhaps a user has a question about a workflow they haven’t encountered before.
Perhaps a report needs clarification, a label isn’t behaving quite as expected, or a process needs a little more explanation.
These things do not mean that an implementation has gone wrong. They are often part of the transition from testing the system to living with it.
A structured hypercare period gives everyone the space to identify, understand and resolve those issues without the customer being left to manage them alone.
What does tmWare Hypercare include?
Designed around the reality of your operation.
Increased support and responsiveness
During the hypercare period, your team has enhanced access to the tmWare team for questions, issues and guidance. More often than not we are on site with you for days.
Rather than waiting for your team to become familiar with a standard support process, we stay particularly close during those early days.
Hands-on operational support
Where appropriate, tmWare can provide hands-on support around go-live to help users navigate the new system in a live environment.
We know that sometimes the quickest way to understand an issue is to see what is happening in the operation.
Issue identification and prioritisation
Not every issue has the same impact.
We help distinguish between:
- Something that needs resolving immediately
- Something that needs investigating
- A training or user question
- A process that needs clarification
- A potential future enhancement
This means your team can concentrate on keeping the operation running rather than trying to work out what needs attention first.
Supporting your users
Changing systems means changing habits.
Even when users have completed training, questions naturally arise once they start using the system for real.
Our team is there to help reinforce that training and build confidence, rather than simply telling users to refer back to a manual.
Learning from live operation
Hypercare isn’t just about fixing problems.
It is also an opportunity to understand how the system is performing in the real world.
Feedback from your team can help identify opportunities to improve processes, refine workflows and make better use of the system as your knowledge grows.
From go-live to business as usual
The ultimate goal of hypercare isn’t to keep you dependent on tmWare.
Quite the opposite.
It is about helping your team become confident and self-sufficient with the new system.
As your users become more comfortable, the level of additional support naturally reduces and your operation transitions into the normal tmWare support model.
By then, your team should have the confidence to use the system effectively, understand the processes behind it and know where to turn if they do need assistance.
A smoother transition, not just a successful go-live
We believe a successful implementation isn’t measured simply by whether the system goes live on a particular date.
It is measured by what happens afterwards.
Can your warehouse team operate confidently?
Are your transport processes running as expected?
Are users comfortable with the new workflows?
Are issues being identified and resolved quickly?
And, most importantly, is the new system delivering the improvements you expected?
That’s where hypercare makes a difference.
At tmWare, we don’t see go-live as the finish line.
It’s the start of your new way of working.
And we’re there to help make that transition as smooth as possible.
Thinking about implementing a new WMS or TMS?
Talk to tmWare about our implementation approach and Hypercare Package and find out how we can support your business from planning through to go-live and beyond.
tmWare – WMS & TMS solutions that work for your operation.
