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10+ Considerations to Ease Migration from Oracle RightNow to Salesforce Service Cloud

Oracle RightNow migration

If you’ve been doing the research, you already know the many benefits of Salesforce Service Cloud over Oracle RightNow. Most likely, the issue holding you back from making the switch is the fear of the dreaded word “migration”. While we can’t tell you migration is a simple process – there are definitely things you can do to make the process easier. 

To ensure a smooth transition and maximize the benefits of the new platform, here are some key considerations to keep in mind:

    1. Data Migration: Analyze your data in Oracle RightNow and determine the data that needs to be migrated (and only the data that needs to be!) to Salesforce Service Cloud. Develop a data migration strategy and plan to ensure data integrity and consistency during the transition.
    2. Customization and Configuration: Evaluate the existing customizations and configurations in Oracle RightNow and assess their compatibility with Salesforce Service Cloud. Identify any gaps and plan for recreating or adapting these customizations in the new platform – again, taking into account what is really necessary.
    3. Integration Requirements: Determine the integration needs between Salesforce Service Cloud and other systems in your ecosystem. Assess the integration points and develop a strategy for integrating Salesforce Service Cloud with existing applications, such as CRM systems, marketing automation tools, or ERP systems. Lucky for you, Salesforce integrates with a TON of applications.
    4. Process Mapping: Review and document your current business processes in Oracle RightNow. Identify any process changes or improvements that can be made during the migration to Salesforce Service Cloud (think of this as the perfect excuse for a little spring cleaning). Consider how Service Cloud’s features and capabilities can align with and enhance your existing processes.
    5. User Training and Adoption: Develop a comprehensive training plan to familiarize your users with Salesforce Service Cloud. Provide training sessions, user guides, and ongoing support to ensure a smooth transition and adoption of the new platform. We cannot stress this enough!
    6. Reporting and Analytics: Evaluate your reporting and analytics requirements and ensure that Salesforce Service Cloud can meet your needs (most likely it can). Identify any gaps in reporting capabilities and plan for any necessary customizations or third-party integrations.
    7. Security and Access Control: Review your security and access control requirements and compare them with the features offered by Salesforce Service Cloud. Ensure that appropriate security measures are implemented during the migration process to safeguard sensitive data.
    8. Budget and Resources: Assess the financial and resource implications of migrating to Salesforce Service Cloud. Consider factors such as licensing costs, implementation services, data migration efforts, and ongoing maintenance and support (might we mention consulting?).
    9. Stakeholder Alignment: Involve key stakeholders from various departments in the migration planning process. Understand their requirements and expectations, and align the migration strategy with their needs to ensure a successful transition. Early alignment = happy stakeholders.
    10. Post-Migration Support: Plan for post-migration support to address any issues or challenges that may arise during the initial phase of using Salesforce Service Cloud. Establish a support mechanism to handle user inquiries and provide ongoing system maintenance.

The most important consideration? Work with an expert partner, like Thunder, with the migration and activation experience to help support all of these considerations! We’ve been migrating folks onto Service Cloud for years, and we know the ins and outs of doing it right. So put any fear behind you, the Thunder team has got your back, it’s time to start reaping the benefits of Service Cloud!

Want to learn more about how we can help you migrate off Oracle RightNow onto Salesforce Service Cloud? Contact us now!