Common CCM migration challenges and how to overcome them
Are you planning to migrate your customer communications to an omni-channel platform?
You may be interested in the benefits offered by a modern CCM platform, but daunted by the prospect of migrating your data, people and processes to a new system. We think migration can be straightforward, providing you give the process the time and planning it requires.
Let’s look at a few elements that can make the difference between a smooth migration and the journey from hell.
Plan every detail
This seems obvious, but it’s easy to forget to define your requirements, how you want to achieve them and what success looks like. Make sure you talk to your new solution provider about your complaints with your current setup, as well as your objectives. Be clear about your current capabilities and how you design, build and despatch your current communications – regardless of which platform you use.
Prepare for migration
You may need to devote a lot of time to assessing and preparing your existing content, templates, personnel and workflows. Identify where assets are kept, and in what format. Do they need to be adapted for the new platform? Do you require any original design or development work? Is now a good opportunity to revise your content, and ensure everything is consistent and on-brand?
Your data might be delivering in your current system, but is it clean, complete, and ready to power your new CCM platform? There’s a good chance that you have some incomplete or duplicate data in your legacy system, and now is the perfect time to tidy up before importing to your new platform. Your new system may require additional data, or information in a different format. We recommend starting the data preparation early so it doesn’t become a project roadblock.
Train your team
Even if your new CCM platform is incredibly easy to use, you will need to ensure that everyone is comfortable working with the new software. Training should cover more than just operating the CCM. Team members need to understand how their role fits into the wider workflow, and how compliance is assured, branding is perfect and the content is accurate. Make sure everyone working on your customer communications has a shared vision of the intended goal.
With such a high-stakes migration, testing is crucial. Test on every platform, using every combination of data, designs and content. Do your damndest to break the system. And then test again.
Once every element is tested, your team is trained, and the data is cleaned and loaded, it’s time to deploy your CCM.
If you choose a cloud-based CCM platform, you may find that the time-to-launch is just a matter of days. This is another reason why starting the data-cleansing process early is so important.
We always encourage clients to closely monitor results during the first few months of using their new CCM. Is it living up to expectations? Does the new platform eliminate the issues caused by the legacy system? Does the new CCM deliver the expected benefits? Do all stakeholders, including branding and compliance, feel comfortable with the new platform?
Talk to the experts
If your company is interested in migrating to an omni-channel customer communications platform, talk to one of our experts about the process and the benefits of moving to a modern, digital solution.