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Our work / Case study

Moving a business-critical service onto Salesforce

Not just a data migration. Customers, money, processes and people all had to move while the service kept running.

  • Migrations
  • Integrations & APIs

The problem

A major operational service needed to move off a legacy platform and onto Salesforce.

This wasn’t simply a data migration. Customer accounts, transactional information, operational processes, financial controls, communications, integrations and employee workflows all had to move, and the business had to keep running throughout.

Our approach

We led the business and delivery workstreams, covering:

  • Data and customers: large-scale data migration and customer migration.
  • The platform: Salesforce implementation, process redesign and API integration.
  • Proving it balanced: technical reconciliation and financial reconciliation.
  • Going live safely: user acceptance testing, operational readiness, a controlled rollout and hypercare (a period of intensive support straight after go-live).

Rather than betting everything on one cutover, we ran multiple migration rehearsals at increasing data volumes. Each rehearsal surfaced issues while they were still cheap to fix and improved the approach before the next, larger run.

MIGRATION REHEARSALS each run bigger than the last; find issues, fix, repeat 1 2 3 … increasing data volume CONTROLLED ROLLOUT HYPERCARE intensive support business keeps running throughout
Rehearse at growing volumes until the move is routine, then roll out under control.

The result

  • The foundations were established for moving a major operational service away from legacy technology and onto a modern CRM.
  • A platform for what comes next: further automation, AI, integration and customer self-service.

Work covered: Salesforce, CRM, data migration, system integration and operational transformation.

Planning a move off a legacy platform that the business can’t afford to pause? Book a call and we’ll talk it through.

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