10 min read ERP implementation gets all the attention, but it’s post-go-live support that dictates long-term success.
Most businesses that survived implementation face post-launch challenges like user confusion with workflows, an influx of support tickets, and a spike in costs. Traditional ERP support models fall short of these challenges because they are reactive, inefficient, and difficult to scale.
That’s where AI-powered ERP support stands tall, offering smarter, faster, and more proactive solutions that help teams troubleshoot issues, onboard users, and optimize system performance.
In this guide, we’ll explore how you can build a more effective, future-ready support strategy that boosts ERP adoption, enhances user experience, and cuts down operational costs.
What is ERP support and why it matters after go-live
ERP support process kicks in post-implementation. It is to ensure there’s companywide awareness, adoption, and utilization of the enterprise resource planning (ERP) systems.
The team responsible for ERP adoption handles everything, like answering user queries, resolving technical issues to maintain system performance, and rolling out feature updates. An effective support strategy ensures the ERP system delivers long-term value, beyond a successful launch.
ERP implementation is not the end goal, it is the post-go-live phase that puts its success to the test. It’s a phase where users face unfamiliar interfaces, new workflows, and steep learning curves, and need support navigating through all these challenges.
The weight now falls upon the support teams. They get flooded with support tickets, ones that must be solved on priority because any delay in resolution can disrupt business operations. Without the right support strategy, productivity dips, adoption stalls, and costs escalate.
Whatever the choice of your ERP software is, SAP, Oracle, Microsoft Dynamics 365, or NetSuite, strong ERP support is essential to keep your system running smoothly and your users confident and productive.
5 common ERP support challenges companies face after go-live
Here are five common challenges after go-live, where companies discover that supporting an ERP system is just as complex as implementing one:
High support ticket volume for routine questions
Just as learning a new software is meant to be, users face trouble understanding new workflows, even the most basic ones like running reports, finding data, or simply, the next steps, and reach out to the support team. Support desks face a flood of such basic user queries, which firstly, stall urgent issues, and secondly, burn out support teams.
Overdependence on internal experts or superusers
Because implementation has the spotlight, organizations rely heavily on a few internal ERP experts or superusers, counting on them to help keep the system running smoothly. Sure, it helps with costs and immediate support, but it’s a risky bet for the long haul, especially when they are unavailable, leave the company, or become stretched thin.
Slow onboarding for new users and departments
Onboarding isn’t a one-time event, it’s an ongoing process. As new employees join or additional departments adopt the ERP system, they need guidance and training. Without the right tools or support, these users often face confusion, poor adoption, and reduced productivity.
Limited visibility into system adoption or training gaps
Insights into ERP adoption can be a major breakthrough to success, but not all companies have access. It is difficult to improve support and adoption without insights on training gaps, the most complicated workflows, modules that are underused, and so on.
High external support costs and long resolution times
When the internal support function isn’t sufficient, companies go around trying to hire external help, which includes either consultants or vendors. But, seeking support externally is not only time-consuming but also expensive. They take days to resolve tickets, which in turn disrupts operations and confidence in the system.
How AI is transforming ERP support across the user journey
AI-powered ERP support takes a detour from conventional help desks that users must reach out to. Rather than adding an extra step or friction, AI-led ERP support brings help right into the user’s workflows, whether on the web, within ERP apps, via chat, or even through email.
These systems use natural language processing, machine learning, and behavioral data to understand user intent and deliver real-time, contextual support automatically, and the right blend of human support in the mix. Platforms like Auralis are leading this evolution, making ERP support more proactive, scalable, and user-centric.
Let’s understand how AI is reshaping ERP support at every stage of the user journey:
Answering common ERP questions in real time
AI assistants are deployed at different touchpoints along the workflows, so users do not have to log a support ticket and wait for resolution, but can rather seek instant support from the assistant.
For instance, if a user is unable to fetch order and invoice details, they can simply turn to tools like Auralis Assist and ask “How do I generate a purchase order?” or “Where can I view open invoices?” and the AI agent can instantly point the user in the right direction practically. It not only improves user satisfaction but also frees internal teams to focus on high-impact issues.
Helping users navigate complex workflows
ERP system-related workflows are not always simple, they can get complex with multi-step/layer processes. AI has the capability of walking users through every step in the process, carefully and with clarity, reducing errors and confusion.
So, with tools like Auralis AI, users can independently navigate through complex workflows confidently without constant back-and-forth with IT or superusers.
Delivering personalized onboarding based on role
ERP use cases differ among roles and departments, and a standard training material for all of them would barely help. With AI, companies can personalize onboarding experiences according to each user’s role, department, and tasks.
Suggesting documentation or training resources
Beyond answering basic queries, AI can also provide greater context and understanding by suggesting relevant support content like a video walkthrough, a knowledge base article, or a system tip.
Benefits of AI-powered ERP support for IT, HR, and Operations teams
Here’s how AI-powered ERP support helps internal teams that manage, enable, and depend on ERP systems:
For IT: Reduce ticket volume, scale support, and monitor usage trends
IT teams are typically the first to feel the pressure post-ERP launch, with a hike in support tickets and user issues. AI takes the burden off by handling high volumes of repetitive queries through self-service agents embedded directly into the ERP interface.
Beyond ticket deflection, AI enables IT teams to scale support without scaling headcount. AI assistants are available 24/7, serving hundreds of users simultaneously. And with built-in analytics, platforms like Auralis give IT visibility into system usage, recurring issues, and training gaps, helping them proactively optimize both support and ERP configurations.
For HR: Improve training efficiency and accelerate employee onboarding
HR, the team responsible for ERP adoption, can benefit a great deal from AI-driven ERP support in training and onboarding new employees. As opposed to the conventional, standard onboarding for all teams, AI can help deliver personalized, in-context guidance in real-time.
Some of the AI-powered support functions specific to HR teams include role-based walkthroughs, smart tips, and reminders inside the ERP itself, without depending upon live trainers or lengthy documentation.
For Operations and Finance: Increase ERP adoption, reduce downtime, and improve process compliance
Inconsistent ERP usage is a tie-break for operations and finance teams because errors and delays can cause bottlenecks and financial constraints. AI can iron out these hiccups by embedding intelligent nudges and workflow support that guide users toward correct processes.
For example, they can use AI-powered ERP support to reduce inconsistencies in procurement, invoicing, reporting, or approvals. All of it results in greater adoption, reduced delays, financial accuracy, and better compliance with internal processes.
Key features to look for in an AI ERP support solution
Here are the key capabilities that define a high-impact AI-powered ERP support platform:
Context-aware AI chat for ERP platforms
An AI assistant shouldn’t just understand language. Understanding context is just as important. The right solution would integrate deeply into the system and offer answers based on user role, screen, and task.
For example, if a user is stuck in the purchase order module, Auralis would pick up the issue exactly and provide detailed next steps, not a link to a generic knowledge base article.
Embedded self-service directly within the ERP interface
A separate support workflow defeats the point of timely help, as it pulls users out of the ERP system and interrupts their work. Embedding self-service into the day-to-day workflows will foster real-time support.
Role-based learning paths and resource recommendations
One-size-fits-all training is not valuable for all teams, say, providing the same training to a finance analyst and warehouse manager, especially in complex ERP environments. Effective AI solutions like Auralis deliver dynamic, role-specific guidance to enhance productivity and understanding and reduce friction.
Analytics for support trends, adoption gaps, and user sentiment
Detailed insights on ERP usage can help maximize workflows that are working and fix any gaps in adoption. Tools like Auralis offer visibility into how users interact with the system via dashboards that track support volumes, resolution rates, common issues, feature adoption, and even user sentiment, to take corrective actions.
Compliance (GDPR, SOC 2, HIPAA for Healthcare/Life Sciences)
Agent support or AI-driven support, compliance is non-negotiable because it includes user data and critical systems. It is especially true in regulated industries like healthcare or life sciences, where an AI ERP support solution must meet standards like GDPR, SOC 2, and HIPAA.
Auralis is built with enterprise-grade compliance in mind, ensuring data security and privacy standards are upheld at every step of the support experience.
Real-world results: What AI can deliver in ERP support
Here’s what companies that have adopted intelligent AI-driven support platforms into their operations are seeing in the real world:
Support ticket volume reduced by up to 30%
Industrial Scientific, a global leader in gas detection and safety solutions, adopted Oracle’s AI-powered service desk to automate support operations. Using advanced AI capabilities resulted in time saving of over 185 hours, improved customer experience, a 30% operational efficiency gain, and enhanced data-driven decisions.
Onboarding time cut in half
Motion Industries, a major industrial parts distributor, had a hard time categorizing millions of products and adopted AI to put products in the right categories. The adoption slashed the onboarding time by half, showcasing how AI can expedite training and integration processes.
Hours saved per support staff every week
According to a study by Freshworks, employees who have embedded AI tools into their workflows are reported to save an average of 3 hours and 47 minutes per week. They use AI to handle the most mundane tasks like summarizing issues and handling repetitive activities, freeing up time for higher-value work.
Improved user satisfaction with lower friction
A case study featured on Parsimony highlighted a retail company’s experience using AI chatbots to improve both customer service and back-end operations. The combined implementation led to a 30% increase in customer satisfaction and a 15% improvement in overall operational efficiency.
Reduced reliance on external support vendors
Grant Thornton, in an audit report, revealed how the project implementation turned into a cautionary tale of project mismanagement, highlighting critical failures in governance, technical oversight, and vendor management that continue to impact the council’s core operations. It shows how important building internal capabilities is, and AI can be used to reduce this dependency.
Conclusion
ERP implementation isn’t the last step, companies face real challenges after the go-live phase.
Users need help navigating new software and workflows, while organizations need support to drive ERP adoption across departments and reduce operational costs. Traditional support models simply weren’t built to scale with this complexity.
AI-powered ERP support offers a smarter, more scalable alternative.
By automating routine queries, guiding users in real time, and surfacing insights that help teams improve continuously, solutions like Auralis empower companies to support their ERP systems without adding headcount or compromising user experience.
