The Forgotten Phase: Why Post-Implementation Support Is Where Real ROI Happens
- Project Management Services
- Apr 5
- 2 min read
Updated: Apr 20
You’ve selected the right project management system. You’ve implemented it, trained the team, and gone live. Time to celebrate, right?
Not quite.
The most common mistake we see in project management system rollouts is treating go-live as the finish line.In reality, it’s just the beginning.
At PMaaS, we believe that long-term support, user feedback, and continuous optimization are what turn a successful implementation into a strategic advantage. In this post, we explain why post-implementation support is where real ROI is unlocked—and how to do it right.
What Happens After Go-Live?
Without ongoing support, most systems quietly start to drift:
Risk | Outcome |
User adoption declines | Users revert to old tools or workarounds |
Processes evolve, but system doesn’t | Workflows become outdated and clunky |
Data integrity drops | Dashboards become unreliable or inaccurate |
No optimization efforts | System value plateaus—or declines |
According to Forrester, organizations that invest in post-implementation support and optimization realize up to 2x more ROI from enterprise tools than those that don’t.
What Post-Implementation Support Really Means
It’s more than just bug fixes or answering questions—it includes:
1. User Support and Coaching
Ensure users have access to ongoing training, support documentation, and real-time help. This prevents frustration and maintains engagement.
2. System Optimization
As your team evolves, so do your workflows. Regularly review:
Task templates
Resource allocations
Reporting dashboards
Automation and integrations
3. Governance and Ownership
Assign system admins or “tool champions” who:
Manage permissions
Monitor usage
Collect feedback
Enforce best practices
4. Performance Monitoring
Track KPIs like:
Task update rates
Time tracking compliance
Project completion vs. baseline
Budget accuracy
Use this data to guide improvements and highlight value to leadership.
5. Feature Adoption
PM systems roll out new features all the time. Without support, users never benefit. Regular reviews help teams adopt and test these enhancements.
Real-World Example: From Plateau to Performance
A tech firm we supported had implemented Monday.com on their own. Adoption was decent at first, but within six months:
Usage dropped 30%
Teams stopped updating timelines
Reporting to leadership was done manually again
PMaaS was brought in post-implementation. We:
Re-engaged users with role-specific coaching
Streamlined workflows that had become cluttered
Implemented new automations for status updates
Built dashboards for exec-level visibility
Within 60 days, usage rebounded, and project tracking became real-time again. The system became an asset, not a burden.
How PMaaS Supports You Post-Go-Live
Our support model includes:
Ongoing system admin services
Quarterly optimization reviews
User training refreshers
On-demand troubleshooting
Usage reports and executive insights
Think of us as your project systems partner, not just your implementer.
Go-live is not success.Sustained success comes from engagement, evolution, and support.
Without it, your system will eventually fall short—no matter how good it was on day one.
With PMaaS, your project management system keeps pace with your business. We make sure it doesn’t just launch well—but continues to deliver value every day.
Need support for a system that’s losing steam?Let’s talk about how PMaaS can help you get the most from your investment—long after go-live.
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