ERP Support Takeover Process

How we take over ERP support smoothly

Most organisations looking for ERP support already have a system in place. The challenge isn’t starting again - it’s taking over support carefully, retaining system knowledge, and ensuring nothing is missed.

This page explains how we transition ERP support from an existing provider, how we get up to speed on your system, and what ongoing support looks like once the handover is complete.

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ERP Support Takeovers: At A Glance

Most organisations considering a change in ERP support already have a live system. What matters most is how that support is taken over — whether knowledge is retained, disruption is avoided, and responsibility is clear from day one.

Takeovers for ERP We Didn't Implement

We carry out a detailed deep dive into your ERP setup before taking over support, so scope, complexity, and priorities are understood from the outset.

Accounting-Led ERP Support

Support is delivered by AAT-qualified specialists who really understand financial processes, structure, reporting and controls - not just the ERP software itself.

Structured Support Handovers

We follow a tried-and-tested transition process designed to capture decisions, context and history, so support doesn’t rely on guesswork or repeated explanations.

Long-Term Ownership

UK-based support teams provide ongoing ownership after transition, reflected in a 97% customer retention rate across ERP support partnerships.

From Jo Mayfield

Software Service Desk &
Pro Services Manager

ERP support is often seen as reactive, but effective support is about how well the system enables the business over time, from reporting and financial control to how efficiently teams work day to day.

When we take over ERP support, we don’t simply "lift and shift" what’s already in place — we take time to understand how the system works, challenge what isn’t delivering value, and guide practical improvements.

Our structured approach gives customers clarity and continuity during transition and beyond, reflecting our wider vision at The HBP Group: to change the relationship organisations have with technology, so it helps people work better, faster, and smarter — not just keep systems running.

Support Takeovers Start With Understanding — and Challenge

Most organisations that come to us already have a live ERP system. But taking over support isn’t about simply maintaining what’s already there.

Our first priority is to understand the system properly — how it’s configured, how it’s being used and where friction exists. Every support takeover begins with a Discovery Deep Dive, including a full review of extensions and customisations.

Just as importantly, we challenge what isn’t working. If inefficient processes, workarounds, or historical decisions are limiting how the system supports the business, we surface them early. That way, support doesn’t inherit the same problems that may have driven the change in the first place.

Clear Expectations Before Any Support Engagement

Once the deep dive is complete, we take time to talk things through.

We schedule a customer review call to ask deeper questions and look at real examples of issues in the live system. This gives both sides clarity on where support needs to focus and what “good” support looks like in practice.

From there, we provide a clear, budgetary view of ongoing support before any operational engagement begins. That upfront clarity is deliberate - it avoids surprises and ensures expectations are aligned from the outset.

A Structured Handover That Preserves System Knowledge

When support transitions formally, it’s handled through a structured onboarding and handover process.

Consultants, account management and support teams are aligned so system knowledge, historical decisions and priorities are understood before tickets are raised. Customers know who to contact, how support works and what to expect — without feeling like they’re starting again.

This continuity is a key part of why support feels calm rather than disruptive.

Experienced, AAT-Led ERP Support Teams

Our ERP support is delivered by AAT-accredited consultants who understand financial structure, reporting and controls, not just the software itself.

Combined with experience across 300+ ERP implementations and support engagements, this allows us to recognise issues quickly, challenge assumptions when needed, and support systems in a way that aligns with how the business actually operates.

A 97% Customer Retention Rate

ERP support works best when there’s continuity and trust on both sides. That’s reflected in our 97% customer retention rate, with many organisations continuing to work with us long after the initial support takeover.

Over time, that familiarity allows ERP systems to remain stable, well-supported and valuable as businesses evolve.

"The structured handover made the transition feel controlled rather than disruptive."

The early stages of an ERP support takeover are about building understanding and stability. That’s why we focus on a careful transition, taking time to understand how the system works, why decisions were made, and where known issues sit before support settles into its normal rhythm.

This approach prevents repeated explanations, avoids inheriting poor practices, and allows support to improve steadily over time — resulting in a smoother move into reliable, business-as-usual ERP support.

We’re only seven months in, but already the difference is huge. People are happier, the information is trusted, and we’re moving faster than ever before.

Charles Benn

Finance Business Partner at Nene Park Trust

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You absolutely went the extra mile. You understood our limitations and worked with us brilliantly. We’re doing so much more now - there’s far less jumping between tools.

Steve Ellen

Director of Finance at Shine

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We’re really empowered now. It’s working, and we’re getting more and more out of it.

Mandy Eriksen

Financial Director at Zetica

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How do you take over support for an existing ERP system?

Most ERP support takeovers start with a live system, not a blank slate. Our approach is designed to understand what’s already in place before support formally begins.

We start with a deep dive into your ERP environment, reviewing configuration, extensions, known issues, and how the system is used day to day. This is followed by a review call where we discuss findings, look at real examples in the system, and clarify priorities.

Only once that understanding is in place do we transition support, with a structured handover to our ERP support teams. This ensures context is retained, expectations are clear, and support doesn’t rely on guesswork.

Will changing ERP support disrupt our day-to-day operations?

Changing ERP support shouldn’t disrupt daily operations — but it does require care.

Our process is deliberately designed to minimise disruption by taking time to understand your system before support begins, rather than learning on the job. We don’t make unnecessary changes during a takeover, and we focus first on stability and continuity.

In practice, most customers find the transition calmer than expected, because issues are handled with more context and fewer repeated explanations. Any improvements are discussed and prioritised carefully, rather than introduced abruptly.

How is ERP support scoped and costed during a takeover?

ERP support is scoped based on understanding the real complexity of the system, not assumptions.

Following the deep dive and review discussions, we provide a clear, budgetary view of ongoing support before any operational engagement begins. This reflects factors such as system complexity, extensions, usage patterns and support expectations.

This upfront clarity helps avoid surprises later and ensures both sides start the relationship with aligned expectations around scope and cost.

What ERP systems do you support?

We provide specialist support for a range of established ERP systems used by UK businesses, including:

Microsoft Dynamics 365 Business Central
Sage Intacct
Sage 200
Pegasus Opera 3

Each system is supported by teams with dedicated product expertise, ensuring support is relevant, informed, and consistent.

Who will be supporting our ERP system day to day?

Your ERP system will be supported by a dedicated, ERP-specific support team, rather than a generalist helpdesk.

Our teams are AAT-accredited, meaning they understand accounting principles, financial controls, and reporting, not just how the software works. This allows issues to be resolved with proper context and reduces the risk of fixes that are technically correct but commercially or financially problematic.

Support teams are highly trained, work with ERP systems every day and retain knowledge over time, so you’re not explaining your system repeatedly to different people.

ERP Support Takeover Process

How we take over ERP support smoothly