5 steps to conducting a successful service management system migration

Leveraging technology is a fundamental step for businesses looking to transform their service delivery, whether migrating from a paper-based system or an existing digital platform. But any business migration brings with it concerns; how long will it take and could it disrupt day-to-day business?

At Oneserve, we have a dedicated team of integration and implementation experts who ensure that our client partners are up and running with our software as quickly as possible. They achieve this by utilising comprehensive data templates and follow set procedures that have been honed and perfected over the years. But, there are also steps that our client partners must take to ensure the migration process is streamlined from their side. We asked our implementation team for their five top tips to ensure a smooth system migration. This is what they said:

1. Communicate with your teams

All stakeholders across your organisation must be informed of the system migration and what it means for them and their teams – this may seem obvious, but it is often overlooked. Carefully consider how the migration affects each team and ensure you consider and communicate these points effectively. Be transparent about any downtime that will be incurred, but explain that each migration phase will allow your team to pick up on any issues before the go-live date.

With your heads of department on board with the change and ready to answer questions, it can go a long way in remedying any concerns among their teams. This open communication will also help to establish internal experts who will take ownership and responsibility for different elements of the migration.

2. Prepare your existing data

Heading into a system migration, you will have some idea of what data you will need to transfer, but you should always audit your data thoroughly to decide what’s truly important to your organisation. To help with this process, there are a few validation points your data can be qualified against, including:

  • Relevancy: Assess what data is going to be most useful for your organisation going forward. There’s no benefit in holding on to data that both isn’t used and doesn’t influence your operations for the better.
  • Consistency: Are there any obvious gaps, or anomalies in the formatting, that make the data you’ve collected difficult to interpret? This could occur if you collect data using different practices or standards – try to avoid doing this to prevent such inconsistencies.
  • Validity: Does the format of how your data is structured and recorded fall under your organisation’s current data collection parameters? For any data that would be unusable on your new system, it simply isn’t needed.

If there are any doubts over what data you should be providing and in what format, your software partner should provide you with a template that makes the process of importing your data as accurate and as valuable to your organisation as possible.

3. Test. Test. Test.

Your software partner should provide a comprehensive test plan that ensures your data will be processed correctly and consistently. Time should also be taken to ensure that any specific requirements for your system have been accounted for. Everyone’s business is different, and everyone will use different methods for structuring and formatting their data. This should therefore be reflected in the system, allowing both your back office and field operative teams to input data logically and accurately.

4. Select the right software partner

The migration process should always feel like a collaborative process, one that enables you to achieve the best results. At Oneserve, we ensure our client partners experience this by keeping them up-to-date at all times. We ensure they understand and are aware of every stage of the system build and we gather ongoing feedback through User Acceptance Testing (UAT) phases – this is done to ensure there are no issues once the system reaches the go-live stage. These processes ensure a partnership approach is maintained and it is this partnership that helps the migration run smoothly.

5. Maintain your standards

Following a system migration, it is important that you define, communicate and uphold data standards across your organisation. After all, it is quality data that will have a heavy influence on the efficiencies and quality of service you deliver. From regular data audits to updating company policy, use a system migration as an opportunity to establish how your entire organisation should be approaching the collection and analysis of data.

To learn more about how Oneserve can support and improve your field service management processes, request a free demo today.