The first time I heard the word “hypercare”, I thought it was a nonsensical word. I quickly grouped it with other “hyper” words, like hyperforce, hyperspeed, and hyper-ridiculous.
After learning what it actually means and why it exists, I started offering it on all my Salesforce projects.
In short, hypercare is an extremely reactive type of post-launch support. This means you’re basically sitting next to your phone and email, waiting for your client to contact you for post-go live support issues.
It’s typical to offer a hypercare service for a short duration, perhaps 1-2 weeks. If you’re part of a team, you need to ensure the project team, support team, and client are aligned and prepared. Together you work closely together to ensure issues are resolved quickly. Pain points are also proactively identified through monitoring of the Salesforce instance.
The benefits of hypercare include
- really quick resolution of any post deployment issues
- heightened user experience
- contribution towards a seamless adoption of the new application
Following hypercare, you may offer regular managed service support. This usually means a transition from the project team to the general support team.
The takeaway
Hypercare is one great way to separate your services from your competitors. Be sure to mention it during the project sales call, and make sure your client understands its benefits.