5 Ways to Ensure Legacy System Integration Won’t Kill Customer Service

Legacy System Integration Tips and Advice

A perceived high cost of integrating legacy systems with customer services keep lots of IT companies from improving on their product. But when a legacy system lags, users can eventually head out the door. Continuing to offer solid customer service solutions will keep your clients faithful to your company.

Still in doubt? Here are 5 tips for a smooth transition to keep your legacy customers and your executive board happy.

1. Prepare Your Clients
System updates can be taxing on the resources of your clients. The cost of retraining, creating new policies or replacing older systems is what keeps clients using legacy systems. Clients will continue to work inefficiently in the long-term when short-term costs are too high.

By listing benefits and potential solutions, you will ease some of the anxiety from your clients. Show them how you can improve efficiency with simple stats or charts. Show them where you’ve responded to user feedback and they will see that you support them.

2. Prepare Your Employees
Training in preparation for system integration will show executives the benefit through your built team consensus. The challenge most IT directors face is management buy-in. The resources to retrain, or in some cases update hardware, can be daunting for smaller operations and scare executives from going along with the team.

Building a strong team consensus and a plan of action shows that, instead of simply listing woes with your current system, you’re looking toward the future. Planning and scheduling software can make the job easier.

3. Start Small
Doing a complete overhaul on your product could risk throwing a wrench into all of your services. Break your tasks up. This way, you can show milestones to customers and executive boards. Starting small can give faithful clients with limited resources the opportunity to adjust at their own pace.

4. Toot Your Own Horn
When you reach a milestone or a version release, let the world know. Send out updates via email or social media to your customer base. Every time you respond to client feedback, you build stronger loyalty. Your executive board will see the strength of your relationships and respond positively.

5. Extend Your Support

Pitfalls of Legacy System Integration

Even if you’ve put a hard deadline on how long you plan to support a legacy system, don’t pull the rug out from your clients. Offer customer support for as long as your team can manage, especially to your biggest clients. They will remain faithful to you for years to come.

And while you build their trust, you can continue to show the success of your new updates and maybe get them to catch up to you.

Keep Your Legacy System Transition Smooth

To create a single holistic system, you might find yourself supporting legacy system for longer than your developers or your board wants to be. But it’s your customers’ need for the legacy system that keeps the lights on. While you continue to offer great services, customers have built training modules around your legacy system.

Barriers to legacy integration are numerous. If you continue to struggle with your system integration, contact 3si2 for an integration plan for that can work for you.

T James :

Software Systems & Services

International Inc. 1902 Wright Place Suite 200, Carlsbad, CA 92008


Phone: 877-776-2849

Local: 858-278-3742 | Fax : 1 800 960 8006

BBB Rating: A+

BBB Rating: A+