Implementation Procedure

1. Purpose

To establish a consistent, scalable, and high-quality implementation process for ERPNext/Frappe projects delivered by Frappe partners. This also ensures smooth handover, predictable timelines, transparent communication, and a great customer experience.

2. Roles & Responsibilities

Account Manager (AM) / Project Manager (PM)

Owns the project from post-sales handover to go-live.
Ensures implementation is executed as per customer goals.
Schedules weekly stand-up calls and monthly/bi-weekly steering committee reviews.
Tracks tasks, timelines, timesheets, delays, and escalations.
Maintains all project documentation (sprint sheet, tasks, timesheets, feedback).
Communicates delays or scope changes to all stakeholders.
Facilitates UAT, manages go-live plan, and coordinates final handover to Support.

Project Consultant

Drives day-to-day implementation.
Handles requirement gathering, process mapping, data migration, UAT support, and training.
Works closely with customer’s project champion for reviews and sign-offs.

Project Developer

Works on customisations and integrations as per signed-off scope only.
Hands over completed features to Consultant for internal testing and customer testing.

3. End-to-End Implementation Process

3.1 Sales to Delivery Handover

Project Manager completes handover from Sales within 1 week of invoice creation.
Scope, commercials, timeline expectations, and project context are aligned.
Project Manager, Consultant, and Developer are assigned to the project.

3.2 Project Kick-Off

Project Manager conducts a formal kick-off call with customer stakeholders.
Roles, responsibilities, communication cadence, and escalation paths are clearly defined.
Customer appoints a Project Champion (PC) as their single point of contact.
Sprint sheet, task list, and project folder are shared within 1 week of kick-off.

3.3 Process Mapping & Requirement Finalisation

Consultant maps customer’s current processes using standard templates.
Gaps, deviations, and future-state changes are documented.
Final scope is mutually agreed and becomes the baseline for UAT and go-live.

3.4 Project Setup & Documentation

PM: - Creates Frappe Cloud staging instance and user accounts. - Sets up project, tasks, timelines, and sprint structure. - Sets up a dedicated folder for all project artifacts. - Customer gets visibility into progress via sprint sheet, project dashboard, and weekly update notifications.

3.5 Task & Project Tracking

Tasks are broken into smaller deliverables with owners and deadlines.
Custom development tasks tracked separately through Delivery Requests (DRs).
Timesheets/progress are logged weekly; consumption shared with customer for transparency.
Delays are monitored, root causes logged, and mitigation planned.

3.6 Weekly Cadence & Steering Committee Reviews

Weekly Project Updates
(Use Vedarth template @pushkar)
PM shares a weekly update email covering: - Completed tasks
- Pending tasks
- Risks and blockers
- Customer actions required

Weekly/Bi-Weekly Steering Committee Meetings
For medium/large projects, a steering committee includes senior stakeholders from customer and Partner.
Agenda includes: - Progress against timeline - Risks and escalations - Scope alignment - High-impact decisions and approvals

3.7 User Acceptance Testing (UAT)

PM & PC agree on UAT scenarios.
Customer validates staging environment and confirms sign-off before go-live.
Any change requests go through approval and updated timelines.
(Add proof to the Project)

3.8 Go-Live Preparation & Execution

A detailed go-live plan is shared with timelines, responsibilities, and rollback plan.
Customer switches from legacy system to ERPNext in a controlled manner.
Once stable, customer provides go-live sign-off.

3.9 Post Go-Live (Hypercare)

PM prepares a hypercare plan for the first month to handle increased support needs.
(Post go-live update is CR. Weekly updates should have open and completed CR.)
Customer feedback is actively captured throughout this phase.
After hypercare, the project is formally handed over to Support.

3.10 Handover to Support Team

Internal handover call is scheduled between Implementation and Support team.
A full overview of the project is shared with the Support team.
Handover call is logged into the system with required details like date, notes, etc.
Customer is informed via email/phone that the project is now under Support.
Customers are guided to raise issues through the Support app.
For critical projects, regular support review calls may be conducted.

3.11 Change in Requirements Process

Sign off from the customer.
Share updated invoice schedule.
Share updated project timelines.