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What is covered during pre-migration?

CX migration does not happen overnight. First, the current systems must be analysed. During the pre-migration process, CX engineers and consultants will examine the system, catalogue the data, monitor the live status, clean up legacy systems and set up a migration profile. Covering these CX requirements takes a lot of time because contact centre platforms are complex ecosystems, processing petabytes of data. So all the steps must be handled carefully to make migration a smooth process.

Why is it important to examine pre-migration CX requirements?

Pre-migration is crucial because it ensures a smooth migration process in the long run. CX engineers and consultants can plan out the migration in more detail and examine the current use of the UC system.

Pre-CX migration assessment allows engineers to grasp the scope of the contact centre platform before CX transformation. Most contact centres install a lot of systems over the years. Some of these systems become redundant, but some continue to be invaluable to the process. But how can CX engineers differentiate redundant systems from the valuable ones? Assessing the system before CX transformation allows engineers to differentiate systems, making the entire migration process more efficient.

An audit allows for the continuous collection and analysis of data. The data provides a clear picture of the changes businesses undergo to shift their contact centre platform. Engineers then determine how these changes will affect customer service by comparing future changes against performance data, speeding up migration significantly. Furthermore, the data provides valuable feedback on how personnel use the system. The feedback provides a roadmap for improving interaction routing in the future, which means customers get a better CX experience. Analysing data collected by contact centres is a pivotal first step in pre-migration.

Pre-CX transformation encourages useful practices, like cleaning the legacy platform. At first, it might seem like a waste of time to clean the old UC platform. Why clean it when the contact centre is going to migrate? However, cleaning the legacy platform is a prudent investment that pays off down the line because it acts as a catalyst for cloud migration. Furthermore, cleaning old systems provides a firm foundation for the migration profile.

Arguably one of the biggest benefits of pre-CX transformation, the migration profile is the analysis of technical, business, operational and people configurations of the CX platform. It allows contact centres to examine vital information like the technical architecture, working constraints, interaction flows and agent performance. A migration profile is important because it allows CX engineers to examine the different aspects of the contact centre at a single glance. The ability to glance at the various facets of the CX platform makes migration much smoother because it helps with planning out the actual migration.

Pre-migration is crucial because CX engineers account for changes in workforce tools during this phase. Pre-migration allows contact centres to plan out their migration process and account for how workforce tools will change. Migrating the routing model and flow will make workforce tools redundant. If the contact centre is using new workforce tools, then the operational configuration needs to be adjusted. The pre-migration process makes it easier to plan out the transfer of management information and manage workforce tools, which is going to save engineers a lot of stress during the actual migration process!

Make cloud migration efficient by examining CX requirements

Pre-migration is one of the most important steps in the migration process because it provides the insight necessary to plan out an efficient CX transformation while accounting for the potential pitfalls from shifting data and systems to a new platform. Without pre-migration, it would be impossible to migrate efficiently, making it one of the most important steps in the CX transformation process.

Katalyst Technologies recently reported on the rise of e-commerce as a result of the COVID-19 pandemic, but the sheer extent of the surge has surprised even us. According to Adobe and Forbes, these past few months have escalated industry growth an estimated four to six years. The $82.5 billion spent online in May marked a 77% increase over last year, with the state of Connecticut seeing a whopping 99% boost.

On the downside, however, with more e-commerce sales come more dissatisfied customers. 25% of people who have shopped online in the last three months say that they’ve had a negative experience. Clearly, there is room for improvement. A better order management system (OMS) such as Celero could be just what your organization needs.

What is an OMS?

An OMS is effectively a one-stop-shop for an e-commerce business’s functions: tracking sales and inventory, managing orders, ensuring security, and collecting data. What the customer experiences as the simple, streamlined process of placing an order is actually an intricate series of behind-the-scenes operations working step by step to flow efficiently.

A customer makes their way towards an e-commerce site, browses the selection of products, adds an item to their cart, and places the order. They can choose a payment method and shipping speed, and their order is placed. Especially with mobile ordering, all of this can be done in the span of about 30 seconds. Meanwhile, internally, the OMS is working on updating inventory and notifying users of their cart status. Furthermore, it is also processing the payment, informing the appropriate delivery company, and preparing to track information and status updates that the customer can access as they wait for their order to arrive. This process must be all be handled with encryption to protect sensitive information. That’s a lot to handle in just a couple of clicks!

Why It’s Necessary

With so many consumers turning to e-commerce now, an effective and easy and secure sales system is necessary to keep up with competitors. But it also makes things better for customers and employees by removing any unwelcome surprises from the order process. What happens if your site is not correctly integrated to manage inventory, and a customer orders a product that is out of stock? You’ve probably lost that customer for life. An OMS will not only make sure that no customer deals with the bait and switch of unassumingly ordering an out of stock item, but can also handle predictive analytics that prevents it from going out of stock in the first place.

If you have multiple warehouses, an OMS can properly balance orders based on priority and item allocation. If you have a brick and mortar location, it can indicate available physical stock. Operating without an efficient OMS will lead to unnecessary complications and stress for customers and employees alike.

How to Choose Your OMS

Depending on your organization’s needs, there are a number of things to consider when selecting an OMS. The experts at Katalyst are ready to assist you in implementing the best solution for your business.

Site integration. If you have an existing website, you will likely want to select an OMS that can complement it, rather than operate separately. Celero can be easily integrated with Shopify, Magento, Quickbooks, ShipStation, and many other leading industry products.

When you’re exploring new OMS solutions, it’s probably because you hope to grow your business. Not all systems are equipped to handle larger loads, so it’s important to select one that can accommodate your organization’s needs, now and in the future.

Customer functionality. The idea of opening an e-commerce site that allows servicing customers all over the world is exciting but also presents challenges. If your OMS is optimized to account for different currencies and languages, as well as determining the best global shipping strategies, it will make the process much smoother.

An effective OMS is the key to a strong e-commerce presence. Now is the time to scale your operations—and Katalyst can help.