When customers are being moved.
WHAT GENERATES CONTACT
Confusion about what is happening Things that did not migrate Changed addresses or credentials Downtime, real or perceived
WHAT TO PREPARE
A clear explanation of what is happening and when A list of what customers must do, if anything Answers to the predictable questions
WHAT TO COMMUNICATE BEFORE
That it is happening What to expect What will not change
WHY THAT LAST POINT
Reassurance about continuity reduces contact substantially.
WHAT TO DO DURING
Staff up Publish status Acknowledge quickly, even if resolution is slower
WHAT TO EXPECT
Reports that are not actually migration-related.
WHY
Any existing problem is attributed to the change.
WHAT TO DO ABOUT THAT
Check, rather than assume either way.
WHAT TO PRIORITISE
Anything broken by the migration Anything preventing work
WHAT TO PREPARE FOR
Things that did not come across.
WHAT COMMONLY DOES NOT
Email, scheduled tasks, and custom configuration.
WHAT TO DO
Check those proactively, before customers report them.
WHAT TO DO AFTERWARDS
Confirm completion Ask whether anything is missing
WHAT TO RECORD
What went wrong, for the next migration.
