Redefining ERP support for the cloud-first era: Unlocking value, driving innovation, and ensuring long-term success

Cloud-based enterprise resource planning (ERP) has revolutionized how companies implement, operate, and scale their systems, offering agility, real-time updates, and continuous improvements. But as Cloud ERP adoption accelerates across industries, many companies struggle to fully realize the value of their investment.

Many organizations face common challenges that can limit ERP success:

• Building a long-term success roadmap: Companies need a structured approach to prioritize initiatives and continuously extract value from their ERP
• Keeping pace with rapid change: The cloud continuously evolves, requiring businesses to adopt updates efficiently, manage system changes, and ensure stability amid frequent advancements
• Adopting emerging technologies effectively: Businesses struggle to integrate cutting-edge innovations like Generative AI (GenAI), process mining, or robotic process automation (RPA) into their ERP strategy, unsure where to start or how to drive real impact
• Optimizing operations without dedicated expertise: Without clear visibility into inefficiencies, it’s difficult to prioritize areas for improvement

Traditional ERP support models are no longer enough. They were designed to fix problems as they arise, not to help businesses optimize, innovate, and future-proof their investment. Without the right approach, companies risk missing opportunities for growth and failing to capture the full potential of their technology investments.

From reactive to predictive: The evolution of ERP support

To meet the demands of cloud-based ERP, support models have evolved beyond reactive issue resolution. Businesses now need support that doesn’t just solve problems, but prevent them and enable continuous improvement.

Here’s how ERP support has changed over time:

1. Reactive: Traditional break-fix support, addressing issues as they arise
2. Proactive: Monitoring and analytics detect potential risks early, improving uptime and performance
3. Prescriptive: Support shifts beyond troubleshooting to provide best practices and tailored recommendations to drive better business outcomes
4. Predictive: Built-in tools and expert guidance help identify potential issues early, support performance optimization, and create space for continuous innovation

Companies that embrace predictive and proactive support models don’t just minimize disruptions—they turn their ERP investment into a long-term strategic advantage.

For example, a global manufacturer relying on ERP for production scheduling might experience recurring system slowdowns, affecting shop floor operations. With proactive monitoring and expert-led support, system performance trends can be analyzed to identify potential issues, optimize configurations, and prevent disruptions before they impact production deadlines.

Similarly, a wholesale distributor using ERP for inventory management may struggle with balancing stock levels across multiple locations, leading to overstock in some warehouses and shortages in others. With strategic guidance and prescriptive best practices, they can refine system parameters, enhance automation, and improve forecasting to drive efficiency and reduce costs.

The pillars of next-generation ERP support

Modern ERP support must go beyond issue resolution, it must be designed to help businesses continuously optimize, adapt, and grow. The most effective support models are built on four key pillars:

• Seamless adoption and release planning: Strategic planning and expert guidance to streamline software updates, improve feature adoption, and minimize disruptions as your cloud ERP solution evolves
• Proactive issue prevention and continuous optimization: Advanced monitoring and expert support reduce downtime, improve stability, and provide ongoing system performance improvements
• Strategic business alignment: Expert, industry-specific guidance ensures ERP investments align with business objectives, drive efficiency, and support innovation
• Continuous learning and enablement: A combination of self-service tools, expert insights, and a collaborative community helps businesses stay ahead, optimize their systems, and drive business outcomes

Next-generation ERP support is about more than technology—it’s about ensuring businesses have the right foundation to succeed, adapt, and maximize ROI.

How CareFor Success delivers next-generation ERP support

Infor™ CareFor Success provides a structured, outcome-driven approach to help customers increase readiness, optimize ERP operations, maximize ROI, and drive long-term innovation.

• Strategic guidance: Assigned customer success partners provide ongoing business alignment and help prioritize high-impact initiatives
• Value engagements: Focused assessments and workshops optimize ERP performance, adopt new innovations, and improve operational efficiency
• Enhanced technical support: Prioritized case management, AI-powered monitoring, predictive insights, and expert-led resolution prevent disruptions and resolve critical issues quickly

With CareFor Success, businesses gain the right combination of expert guidance, proactive technical support, and strategic insights—ensuring their ERP investment becomes a continuous driver of efficiency, growth, and innovation.

Learn more about how CareFor Success can help you unlock the full potential of your ERP investment.