Zero-downtime CRM modernization with complex data migration
Phased enterprise rollout, ETL/cutover runbooks, and multi-vendor coordination on billing-critical workflows.
- ZeroUnplanned downtime
- Multi-vendorCoordinated delivery
The challenge
A member-facing CRM platform required modernization at enterprise scale—agent workflows, billing integrations, and member data all had to migrate without disrupting operations. Scope, vendors, and stakeholder expectations needed tight alignment through every stage gate.
Frame, ship, govern
- Frame
Translated strategic goals into phased deployment plans with clear stage gates and SDLC discipline. Defined decision forums for scope, change control, and cutover readiness across product, technology, and service teams.
- Ship
Managed data migration and integration workstreams—ETL/ELT processes, cutover runbooks, and vendor delivery accountability. Served as primary stakeholder liaison through discovery, build, and rollout.
- Govern
Partnered with customer success and support on readiness and adoption. Ensured billing-critical data integrity and post-launch stabilization with defined reliability expectations.
Outcomes
- Achieved successful deployment with zero unplanned downtime on cutover
- Maintained data integrity for billing-critical member workflows
- Coordinated multiple external vendors from SOW through delivery accountability
- Drove organizational adoption through structured change management
Practice areas
Facing something similar?
Tell us about your program—we typically respond within one business day.