Custom Data Migration for Improved Adoption & Deployment

The development and operations team for a multinational technology corporation was tasked with building and managing a customer success service platform to streamline the migration of customer data and provide a seamless and efficient experience for both the corporation and its customers. The need for this solution arose from the high costs and risks associated with manual data migration processes, which involved critical customer information and posed significant business risks. By automating these processes and leveraging advanced engineering techniques, the resulting platform has significantly reduced costs, improved customer experience, and enhanced the overall efficiency of data migrations.

CHALLENGES & OPPORTUNITIES

High Costs and Risks: The manual data migration process, previously managed by a Velocity Manager role, was costly and risky, involving critical customer information and human error.

Customer Friction: Customers faced difficulties and delays in migrating their data, leading to a suboptimal experience.

Scalability Issues: The existing processes were not scalable to handle the growing volume of migrations and diverse customer needs.

SOLUTIONS

Automation of Migration Processes: Implemented automation to replace manual steps, reducing costs and risks while improving efficiency.

Self-Service Capabilities: Developed a self-service model that empowered customers to manage their own migrations independently.

Infrastructure as Code: Leveraged modern engineering practices such as infrastructure as code and Azure cost optimization to enhance the platform's scalability and reliability.

Enhanced Security: Integrated the platform with customer's core substrate security platform, ensuring the highest levels of security and stability.

User Experience Improvements: Simplified the user experience leveraging site maps, wireframes, high fidelity mockups and design prototypes to deliver a modern UX design, making it intuitive and easy to use.

Quality Engineering and Testing: End-to-end functional, regression and smoke testing to ensure reliability of customer platform.

Customer Insight & Opportunity Assessment: Valorem Reply’s expert practitioners ensured success by starting with customer research, journey mapping and market opportunity assessments that optimized the design and build of the customer platform.

RESULTS

Cost Reduction: Achieved significant cost savings by automating migration processes and reducing the need for dedicated migration partners.

Improved Customer Experience: Customers now enjoy a more predictable, secure, and empowering migration experience, with reduced friction and faster onboarding.

Scalability and Efficiency: The platform can now handle a larger volume of migrations with greater efficiency, supporting the customer’s strategic business outcomes.

Risk Mitigation: Built on the trusted core substrate, the new platform enabled our customer to still deliver more value to their migrating customers while reducing risk to customer data.

Reputation and Trust: The successful implementation of the platform has enhanced our customer's reputation for delivering secure and reliable migration solutions, setting a benchmark for quality in the industry.

This project has not only transformed our customer's approach to data migrations but also set the stage for future innovations and growth opportunities in the cloud-native and competitive landscape.