Beyond Go-Live: Hyper-Care Supports Long-Term HR Tech Success

As Tumolo explains, “Hyper-care is an expanded production smoke test — our way of confirming everything runs as expected before transitioning to long-term support.”

This phase is more than troubleshooting; it’s an opportunity for HR and IT teams to gain hands-on experience, refine workflows, and build confidence in platform management. While Phenom provides direct support, internal teams also play a key role in adopting best practices and developing self-sufficiency.

Who’s Involved in Hyper-Care?

A smooth transition requires collaboration between key stakeholders:

• Phenom’s Global Professional Services (GPS) Delivery Team — Completes final implementation tasks and resolves outstanding setup issues

• Customer Project Teams — Validate system performance, flag concerns, and provide feedback on real-world usage

• Phenom’ Global Customer Care (GCC) Team — Supports troubleshooting, user training, and the shift to long-term platform management

Each team has a defined role, helping organizations move from go-live to a stable, fully operational system.

How Long Does Hyper-Care Last?

Every organization goes through hyper-care, but the length and intensity depend on system complexity. Companies with extensive integrations or custom configurations may require extended support, while those with simpler setups transition more quickly.

According to Tumolo, “Hyper-care equips teams with the knowledge and confidence to manage the platform independently.” The phase concludes when:

• The system is validated as stable by both Phenom and the customer

• Major post-go-live issues have been resolved

• Internal teams can manage routine troubleshooting without external support

Once hyper-care wraps up, the Global Customer Care Team steps in to guide long-term platform refinement, helping organizations optimize workflows and maintain high adoption rates through providing expert support, and support packages that scale with your organization's needs.

What Drives a Successful Hyper-Care Phase?

A well-executed hyper-care phase accelerates adoption and reduces post-go-live disruptions. It’s not just about fixing issues — it’s about preparing teams to manage the platform with confidence.

James highlights the importance of early preparation: “Hyper-care isn’t just about solving problems. It’s about building trust in the platform and equipping teams to take ownership from day one.”

Success in this phase depends on three key factors: structured preparation, proactive engagement, and avoiding common missteps.

1. Preparation Starts Before Go-Live

A smooth hyper-care phase begins long before launch. Critical steps must be completed to prevent delays and unexpected challenges:

• User Acceptance Testing (UAT) approval — Ensuring the platform meets business needs

• Production activation sign-off — Confirming all planned features and configurations are in place

• Final quality checks — Validating performance in the live environment before transitioning to support teams

• Handoff to GCC — Shifting responsibility from the implementation team to long-term support

Skipping these steps can lead to extended hyper-care, increased support tickets, and slower platform adoption.

2. Proactive Engagement, Not Just Issue Resolution

Hyper-care is most effective when teams take an active role rather than waiting for issues to arise. Organizations that move through this phase quickly tend to:

• Follow a structured validation plan — Running real-world scenarios to confirm key workflows function as expected

• Communicate openly with stakeholders — Keeping project teams informed to prevent misalignment

• Work closely with support teams — Addressing concerns early instead of reacting to problems as they escalate

Teams that engage fully see faster stabilization and a smoother transition to long-term management.

3. Avoiding Common Pitfalls

Certain missteps can slow progress and lead to ongoing issues:

• Skipping structured validation — Neglecting planned testing increases the risk of unexpected failures

• Minimal team involvement — A passive approach leads to slower resolutions and missed opportunities for early optimization

By preparing thoroughly, staying engaged, and addressing challenges early, organizations move beyond hyper-care faster, ensuring long-term platform stability.

How Organizations Can Maximize Hyper-Care

While Phenom provides support during hyper-care, the most successful organizations take an active role in tracking performance, resolving early issues, and refining workflows. A structured approach leads to faster stabilization and long-term platform success.

Rastogi-Wilson emphasizes the importance of internal leadership: "Hyper-care is most effective when organizations take ownership — monitoring trends, addressing feedback, and making informed adjustments."

Two best practices set high-performing teams apart: assigning dedicated internal leads and maintaining a systematic approach to issue tracking.

1. Assign Internal Leads for Hyper-Care Oversight

Designating internal champions streamlines decision-making, helps resolve issues faster, and strengthens platform adoption. These leads serve as:

• Primary contacts for validation and feedback — Monitoring system performance and identifying gaps

• Decision-makers for troubleshooting and refinements — Working closely with Phenom’s support team to prioritize fixes

• Advocates for internal user adoption — Ensuring employees understand new workflows and feel confident using the system

With clear ownership, organizations reduce bottlenecks and accelerate platform stabilization.

2. Track and Analyze Issues Systematically

A structured issue-tracking approach helps teams recognize recurring patterns, prevent disruptions, and improve efficiency. Best practices include:

• Maintaining a centralized issue log — Documenting common challenges and tracking resolutions

• Prioritizing fixes based on impact — Addressing critical issues first while noting areas for future refinement

• Providing structured feedback to Phenom — Sharing insights to improve long-term optimizations

When teams actively document and analyze challenges, they create a roadmap for continuous improvement, reducing future support requests and enhancing platform stability.

Building a Strong Foundation for the Future

By combining internal leadership with proactive issue management, organizations create a structured post-go-live strategy. This approach not only minimizes disruptions but also accelerates adoption, allowing teams to maximize their HR technology investment from day one.

As Rastogi-Wilson puts it, "When done right, the hyper-care experience sets the foundation for long-term success and a seamless partnership with Global Customer Care."

Aligning Teams for Post-Go-Live Success

A smooth transition from hyper-care to ongoing platform management starts with alignment. The Customer Care Introduction Meeting establishes clear workflows, assigns responsibilities, and ensures teams know how to access support. Without this structured approach, organizations risk confusion, delays in issue resolution, and inefficiencies in platform adoption.

James highlights its impact, "By setting expectations early, we help teams avoid unnecessary setbacks and ensure they know exactly where to turn for support after go-live."

This meeting defines how support functions after implementation, giving internal teams the structure they need to manage the platform confidently.

Key Stakeholders and Their Roles

For the meeting to be productive, the right stakeholders must be involved. HR and IT leaders oversee platform adoption, system performance, and alignment with broader business goals. Project leads act as primary contacts, managing the transition from hyper-care and coordinating with Phenom’s support team. 

Power users — those who interact with the platform daily — play a crucial role in troubleshooting minor issues, supporting internal teams, and identifying areas for improvement. Together, these groups ensure a seamless transition by addressing concerns early and maintaining platform stability.

Defining Support Processes and Resources

The meeting also establishes a structured approach to issue resolution and resource accessibility. Teams clarify who logs support cases, how escalation paths work, and expected response times for different types of requests. By defining these processes upfront, organizations prevent miscommunication and avoid delays when addressing platform concerns.

In addition to workflow alignment, teams gain access to Phenom’s self-service support tools, including the status page, support portal, and knowledge base. Ensuring your teams have access to these resources are in place from the start allows internal stakeholders to resolve common issues independently, reducing reliance on external support for minor troubleshooting.

Another key discussion point is structured issue tracking. Maintaining a centralized log of platform-related challenges helps organizations identify patterns, prioritize critical fixes, and collaborate efficiently with Phenom’s support team. A well-maintained tracking system streamlines troubleshooting and accelerates long-term platform optimizations.

By aligning teams early, defining responsibilities, and ensuring access to the right support tools, the Customer Care Introduction Meeting creates a solid foundation for long-term platform management. Rather than reacting to challenges as they arise, organizations that approach this phase proactively set themselves up for continuous improvement, better user adoption, and long-term success.

Evolving the Platform Beyond Go-Live with MSRs

Even after hyper-care concludes, HR technology must evolve to keep pace with changing business needs. Managed Services Requests (MSRs) allow organizations to make targeted enhancements without waiting for major system updates. These adjustments improve efficiency, streamline workflows, and enhance the user experience.

Rastogi-Wilson explains, “MSRs help organizations fine-tune their platform over time, ensuring it adapts as business needs evolve.” Instead of relying solely on large-scale updates, teams can request incremental refinements that improve daily operations.

How Do MSRs Differ from Standard Support Requests?

Unlike standard service requests, which focus on troubleshooting, bug fixes, and general assistance, MSRs involve platform modifications that require development work but do not alter the core product. Common MSRs include:

• Branding updates — Adjusting headers, footers, or colors to align with new brand guidelines

• User interface improvements — Enhancing button placement or form layouts to simplify navigation. For example, relocating an "Apply Now" button to a more prominent position can increase candidate engagement.

• Workflow optimizations — Automating repetitive tasks such as interview reminders to reduce manual effort

These enhancements allow HR teams to refine their platform continuously, making adjustments as recruitment strategies and user needs evolve.

Related: Who & What You Need to Drive Long-Term HR Tech Adoption

A Faster, More Efficient MSR Process

To streamline MSR management, Phenom offers a self-service portal where teams can submit, approve, and track requests in real time. Automation reduces back-and-forth communication, allowing teams to implement changes faster.

Recent process improvements have significantly reduced turnaround times:

• Standard MSRs are now completed in under six business days, compared to 35 days previously

• A broader catalog of frequently requested updates minimizes the need for custom development

• Smaller enhancements requiring less than 10 hours of work follow a sprint model for quicker delivery

With these advancements, HR teams gain greater flexibility in refining their platform and responding to evolving needs.

Best Practices for Submitting MSRs

Well-documented requests help accelerate turnaround times and minimize revisions. Organizations can improve efficiency by:

• Providing detailed descriptions, including mockups or test scenarios, to ensure alignment on scope

• Selecting predefined catalog options when possible to expedite approvals

• Assigning a testing contact to validate changes before deployment

As Wilson emphasizes, “The clearer the request, the smoother and faster the MSR execution.”

By leveraging MSRs strategically, organizations can make continuous improvements that enhance efficiency, optimize the talent experience, and maintain a competitive edge.

Driving Long-Term Success

A successful go-live is only the beginning — hyper-care ensures a smooth transition by stabilizing the platform, addressing initial challenges, and preparing teams for long-term adoption. Organizations that actively collaborate with internal teams and the customer care team during this phase experience a faster transition to business as usual and greater long-term success.

Beyond hyper-care, MSRs provide ongoing support to keep platforms aligned with evolving business needs. By leveraging MSRs effectively, organizations can continuously optimize workflows, enhance user experiences, and maintain a competitive edge in talent acquisition.

Ready to see how Phenom can redefine your customer experience? Connect with our team to learn more today or reach out to your Account Manager.