A guide to Customer Migration

Man riding upwards on a steep hill on a mountain bike.


Customer Migration: Delivering change successfully

Many companies are re-thinking their system setup in today’s climate. Regulatory pressure, the need to innovate, and a rapidly increasing focus on cyber security are all at play – alongside ever-present cost efficiency requirements.

One stage of the re-platforming journey that carries significant risk is customer migration. From our own experience, a rigorous approach to this pays dividends in customer experience and avoided disruption, led by a focus on data and account readiness.

To help you deliver a successful customer migration, this guide explores key considerations for each step of the process, including:

  • What benefits can a system change bring?
  • What are the drivers for a system change?
  • The importance of effective preparation
  • Taking control of the migration journey
  • Managing the post-migration impact

Customer Migration

The need for effective planning

Identifying waste reduction opportunities prior to migration is crucial for success, helping to avoid potentially significant damage to customer experience later down the line. Jonathan Paton Senior Manager
Members of the BFY Group team sat together in the BFY office.

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How can we support your customer migration goals?

Jonathan Paton

Senior Manager

Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.

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Small headshot image of Jon Vincent, Senior Manager at BFY Group.

Jon Vincent

Senior Manager

Jon helps clients resolve problems with billing, settlements, and customer service.

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Kev Brown

Senior Manager

Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.

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