The current platform is going out of support
Vendors discontinue support, costs rise, or significant innovation is no longer possible.
Customer Communication and Customer Interaction Migrations
Relocate content, data, and processeswhile maintaining customer communication availability.
Dialog Group facilitates migrations between Customer Communication Management (CCM) and Customer Experience Management (CXM) platforms, document solutions, customer portals, and other environments. We map the existing situation, clean up, build the target environment, perform controlled migration, and remain involved after go-live.
Continuity
Future-proof
ControlYou know what will be migrated, what will be cleaned up, and which risks need to be resolved first.
Future-proofThe new environment is easier to manage and ready for further improvement.
ContinuityCustomer messages and critical processes remain available during the transition.
ControlYou know what will be migrated, what will be cleaned up, and which risks need to be resolved first.
Future-proofThe new environment is easier to manage and ready for further improvement.
Do you recognize this?
A migration doesn't start with copying,but with understanding what's truly needed.
A technical relocation without substantive choices moves old complexity to a new system. These signals call for a controlled approach.
Templates and content are disorganized
Duplicate versions, exceptions, and local management make changes slow and risky.
Data and connections are fragmented
No one has a complete overview of sources, rules, interfaces, and dependencies.
The transition must not impact customers
Letters, emails, documents, and service processes must continue to function during the migration.
What we migrate
Not just moving files,but rebuilding a functional chain.
A migration can include content, templates, customer data, business rules, archives, workflows, integrations, users, and management processes. Together, we determine what to keep, what can be improved, and what is no longer needed. This ensures the new environment doesn't become a copy of old problems.
Our approach
First make clear choices.Then only what has value is moved.
A migration can include content, templates, customer data, business rules, archives, workflows, integrations, users, and management processes. Together, we determine what to keep, what can be improved, and what is no longer needed. This ensures the new environment doesn't become a copy of old problems.
What we doOur approach
From inventoryto a controlled transition.
Dialog Group facilitates migrations between CCM and CXM platforms, document solutions, customer portals, and other environments. We map the existing situation, clean up, build the target environment, perform controlled migration, and remain involved after go-live.
- Inventory and Decision
Inventory and Decision
We map content, data, integrations, volumes, ownership, risks, and legal retention obligations.
- Clean up and Prepare
Clean up and Prepare
We remove duplicates, standardize where possible, and design the target structure, mappings, and migration rules.
- Build, Migrate, and Test
Build, Migrate, and Test
We set up the target environment, transform content and data, and test for completeness, accuracy, performance, and exceptions.
- Go Live and Stabilize
Go Live and Stabilize
We plan the cutover, monitor critical communications, and support users and management until the new situation is stable.
What we do
One migration approachfor content, technology, and organization.
A migration can include content, templates, customer data, business rules, archives, workflows, integrations, users, and management processes. Together, we determine what to keep, what can be improved, and what is no longer needed. This ensures the new environment doesn't become a copy of old problems.
Content and templates
Migration and rebuilding of letters, emails, documents, components, corporate identities, and business rules.
Data and archives
Selection, mapping, cleanup, and transfer of customer data, metadata, history, and retention information.
Platform migration
Transition to a new CCM, CXM, portal, or document platform, including configuration and setup.
Integrations and APIs
Rebuilding or improving connections with CRM, case management systems, data platforms, channels, and archives.
Testing and reconciliation
Automated and manual checks for quantities, content, formatting, rules, security, and accessibility.
Cutover and aftercare
Runbook, fallback, monitoring, support, knowledge transfer, and handover to operations.
What it delivers
A transition with less riskand a better starting point.
Less disruption
Critical customer communication remains available, and exceptions have a predefined recovery path.
Less complexity
Outdated, duplicated, and unused components are not automatically carried over.
More control
Ownership, mappings, testing, and decisions are demonstrably documented.
Better management
The new environment gains clear standards, documentation, and a workable management organization.
How we measure the transition
Not just live,but demonstrably complete and correct.
A technical relocation without substantive choices moves old complexity to a new system. These signals call for a controlled approach.
Completeness
Have all agreed templates, data, documents, rules, and integrations been transferred?
Accuracy
Do content, personalization, amounts, rights, archiving, and channel choices match the agreements?
Continuity
Do volumes, lead times, availability, and recovery remain within the norm during and after cutover?
Case Study
See how this approachworks in practice.
A concrete example shows how strategy, technology, and execution together deliver results.
View the customer storyFrequently asked questions
Clear answersabout migrations.
A technical relocation without substantive choices moves old complexity to a new system. These signals call for a controlled approach.
Does everything have to go to the new platform?
No. We assess usage, value, legal requirements, and management burden. What's not needed doesn't have to complicate the new environment.
How do we limit downtime during a migration?
Often yes. This requires phasing, parallel testing, a clear cutover plan, and a fallback for critical communications.
Do you also help with data quality?
Yes. We make data problems visible, establish cleanup rules, and agree on which source is authoritative.
Do you work with different software vendors?
Yes. We are not tied to a single platform and collaborate with internal teams and vendors of source, target, and archive systems.
Do you remain involved after go-live?
Yes. We support stabilization, incidents, knowledge transfer, management, and further optimization.
First step
Know what you're relocatingbefore the migration begins.
Briefly describe your current and desired environment. You will receive an initial substantive response within one business day.
Discuss your migration
Briefly describe your current and desired environment. You will receive an initial substantive response within one business day.
Get advice on your migration