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Coupa Success Portal

4.4 Establish Hypercare Plan

Overview

Hypercare period allows for a smooth period of transition from implementation resources leading the project to support resources who will be supporting and assuring customer success going forward.  Implementation resources work closely with customer to track and resolve any production issues during this period.  Any high priority issues should either be resolved or have a plan for resolution before transitioning customer to support and CSM.  It is also imperative to help customer measure adoption metrics during this phase to ensure that value is being achieved from the start.

Activities

Activity Key Inputs Roles & Responsibilities Deliverables Supporting Documents
Establish Action Item Tracker Partner, Coupa PM
  • Coupa PM/partner will create and manage the tracker
  • Coupa PM/partner will provide access to Coupa TS technical architect to view and update the tracker
Action Item Tracker  
Review tracker, fix issues, update tracker for technical issues Partner, Coupa PM, Client technical architect, Client integration team
  • Coupa PM and Technical Architect to Review tracker with partner/customer and provide path to resolution
   
Review adoption metrics on weekly basis Partner, Coupa PM, Client
  • Coupa PM/partner gathers production metrics from environment/analytics module/SFDC and shares with customer
Adoption Metrics Report Adoption Metrics Report Template
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