Turning cloud migration pains into customer gains

The client was moving customers from on-premise to cloud-based subscriptions faster than anticipated, affecting approximately 90% of its customer base.

It struggled to predict the timing, magnitude and complexity of upcoming migrations, lacked visibility into the risks of in-flight migrations, and could not establish metric baselines because data about ongoing and completed migrations was fragmented, untrustworthy and inaccessible.

Employees were tracking different data points, with no single source of truth.

Acorn consulted with stakeholders and built a migration metrics tracking system with visibility into upcoming, in-progress and completed migrations.

We designed cross-functional dashboards within the technology platform the client specified, and added milestones to a migration scorecard so leaders could track progress and inform customers.

We created shared metric baselines to improve customer migration success rates and hold internal teams accountable, and developed training materials and documentation to support the rollout and ongoing maintenance.

The client could flex resources according to need, proactively manage risk, and measure process compliance and performance.

The leadership team aligned cross-functional teams, which gave internal accountability and informed operations improvements.

Customer success and operations leaders whose teams track different numbers for the same customer migration.