1. It‟s inevitable that organisations will look towards new technology to
deal with legacy challenges and enable your client to operate
effectively in today‟s world
2. Test, test, test! Run a pilot!
Where this is not possible, understand the full impact the migration will have
should you run a parallel process and prepare the organisation and your
client accordingly
Consider that your organisation may now have a team of New Business
Developers taken away from their core responsibilities. Your technical team
drowning in support queries.... Prepare to staff up and have a resource
matrix planned to handle any issues and workload that may arise
Your Call Centre capacity should also be considered at the onset
3. Knowing the impact the change will have on your client when moving from the
old to the new technology solution
Consider how to obtain the legal consent to move
Who and how will you inform your client about any change in the product
pricing
Understand if there are changes to the client‟s security or permissions profile
and prepare for these accordingly
4.
5. Ensure marketing, client migration, communication and the QMS team is closely aligned
and integrated
Design the client migration process from an “outside in” perspective with the end goal
in mind
Align the project with other sales objectives or goals to maximise the cross-selling and
up-sell opportunities available to you
Monitor your client „s behaviour, their product adoption and their usage of the change.
Feedback, feedback and more feedback! Ask the question!
6. ANY CHANGE your client may experience
creates discomfort
Changes this important can only be done
by your organisation. This is not a job you
can outsource
Every touch point with a client dictates their
future commitment and loyalty to your
organisation going forward. It‟s imperative
to make the touch point count
Outside of the changes that a migration
will cause, there are constantly new
products, services & functionality that will
be communicated and marketed to
existing clients. Endeavour to incorporate
your migration changes into the new
offering with the least amount of impact
possible. Solve two problems with one
solution.
7. If you are considering upgrading or replacing a system:
Do not ignore the impact to the customer‟s experience
Ensure these considerations are properly clarified at the onset
Adopt a “customer view” when considering these challenges
and turn these customer touch points into opportunities
Your window of opportunity exists in the most unexpected
places... Take note!
