Increasing Lifetime Customer Value
A large, tech company reached out to Prime 8 Consulting to help migrate thousands of their customers — many multinational firms with vast amounts of data — that were inherited through a series of product acquisitions. Migrating these customers to modern, cloud systems was necessary to ensure they not only had access to new features but also benefitted from the latest security and compliance protections. The enterprise’s modern solution was a proven customer retention tool, and reliable revenue generator. Smooth migrations meant securing existing revenue streams as well as opening up new ones.
The Challenge: Migrating Critical Data for Thousands of Multinational Firms
Thousands of customers needed to be transitioned or migrated from legacy solutions. These clients were a mix of SMBs and large enterprises, across various industries, and headquartered around the globe. They relied on the legacy technology to perform cost analysis, and store mission-critical data like contracts, sales and marketing files, and medical images. Any problems with these clients accessing their data would severely disrupt their operations.
While the client’s modern solution was a superior product in every way, losing these customers was still a concern. When an older technology is discontinued, it’s common for companies to consider and evaluate competitive solutions. A smooth transition would increase satisfaction amongst these legacy customers and lead to new revenue opportunities in the long term.
Normally, the tech company’s product teams are responsible for leading customer initiatives but they lacked sufficient internal resources for such a massive undertaking. They needed help developing repeatable model and reliable business processes to manage the volume of simultaneous global migration projects.
Bringing in the Experts
Prime 8’s experts use our standard program management methodology that is tailored to the customer’s specific business conditions. Add decades of experience in operationalizing global programs and Prime 8’s consultants were able to hit the ground running.
"After spending time with the client understanding their needs and desired outcomes, we quickly built a repeatable program to make successful migrations at scale possible,” explained one of the project leaders. “We then started reaching out to the thousands of migration candidates and explained the need to transition to the modern solution. We led presentations and product demos highlighting the benefits of switching and educating them about what they would need to do. Then we guided the migrations, providing a turnkey approach and white glove assistance, engaging the client’s engineering or product teams where necessary.”
A Global Effort
Prime 8 worked with key staff and decision makers at each and every customer. They also engaged with many teams in different locations with their client. “Helping businesses all over the globe and in multiple time zones kept us on our toes," the project leader shared.
Prime 8 was chartered to ensure every customer was successful from migration planning through implementation. To make this possible, Prime 8 curated technical and business support for the customers through an extensive group of client stakeholders, including technical specialists, implementation staff, customer support analysts, and account managers.
In addition to defining the program and creating the business processes needed to execute these migrations, Prime 8 experts also provided white glove business and technical support to each migration candidate. This relieved pressure on the client’s product and engineering teams, freeing up their time.
Thousands of Successful Migrations and New Revenue Opportunities
Prime 8 planned and executed a global initiative that successfully migrated thousands of the client’s customers to the modern solution. The client noted, "Prime 8 was able to walk that very fine line and keep our largest customers operating, without downtime or data loss. That's a really amazing accomplishment given that they were working with petabytes of very sensitive data."
Prime 8’s goal for every client engagement is to create sustainable systems, processes, and solutions that continue to support the client’s business even after an engagement has been completed. For this engagement, the client’s representative was grateful for this approach.
“Prime 8 created thirteen videos describing the migration process and technical details. The videos were published on our website and on YouTube. In 2020, these videos were viewed over 30,000 times. This was a specific example of how Prime 8 over-delivers because this effort was not part of the original statement of work.”
The client has benefitted from a smooth transition of thousands of its customers, to newer, easier-to-support technologies. This eliminated the need to maintain obsolete systems and in retaining these customers, paved a path for new revenue opportunities.
Improving Client Retention and Growing Revenue
Providing a turnkey migration was an important retention play that guarded the lifetime value for these customers, generating additional revenue for the client.
Staying current helps the company's customers by providing them with the latest security and compliance protections, delivering expanded features to help them innovate, and enabling access to companion services and solutions within the tech company’s larger ecosystem.
Engagement Snapshot
Industry: U.S. multinational technology company
Location: Headquarters in the USA
Company Size: 150,000+ employees worldwide
Critical Business Issue: Legacy solution migration
The Problem: Large multinational technology company needed to migrate several thousand customers from older cloud-hosting and costing applications to newer, replacement solutions.
The Method: The company contracted with Prime 8 consultants to develop and operationalize a program conduct mass customer migrations.
The Outcome: The company successfully transitioned thousands of Fortune 500 and smaller customers to newer, easier-to-support solutions, improving retention and increasing revenue.
