For a Growing Energy Company
Our multidisciplinary approach transformed an ERP implementation into a catalyst for enterprise-wide evolution, expanding to build a long-term support infrastructure.
Industry:
Company Size:
Service Area:
Energy
<500 Employees
Change Management
The Challenge
No Structure for Support
A growing organization had recently implemented a new ERP system but lacked an internal help desk or formal support infrastructure. As user questions and post-launch issues mounted, the organization struggled to track, prioritize, and resolve support requests. The company called on Provectus to provide a solution that would allow them to deliver support faster and more effectively.
The Solution
An MVP for Quick Wins
We came in to design and implement a Minimum Viable Product (MVP) ticketing solution to streamline the intake, tracking, and resolution of ERP-related support issues. The goal was to quickly establish structure and visibility while laying the groundwork for a scalable future-state solution. In addition to designing and building a lightweight ticketing tool, we also:
- Worked with stakeholders to define core ticketing needs and identify the most critical pain points in delivering support
- Developed user-friendly issue submission, categorization, and prioritization
- Facilitated assignment and resolution tracking
- Defined escalation paths, response expectations, and issue lifecycle stages
- Enabled tagging of recurring issues to support the development of a long-term knowledge base
- Designed quick reference guides and trained internal champions to manage and evolve the tool after launch
The Results
Tickets Tracked and Tackled
By implementing a user-friendly, low-lift MVP ticketing system, we helped the client bring immediate clarity to a chaotic post-launch environment. Users now had a clear path to report issues, and internal teams could finally track, triage, and resolve support needs with transparency.
The new workflow provided enough structure to align teams while staying nimble enough to evolve. Internal champions quickly adopted the system, and leadership gained visibility into patterns that shaped future improvements. Our approach not only solved the immediate support backlog, it also created momentum for building a more mature support function.
