By James Bunting & Claire Cundill (Leighton), Stewart Kibby (WorkCast), & Liam Walsh (DEFRA)
Replatforming software applications is a necessary process when businesses reach the limitations of their existing applications in terms of cost, scale and availability. However, the decision to replatform is not always an easy one, as it can be a complex and costly undertaking, especially when it comes to integrating with other legacy systems or migrating existing customers to a new platform.
At Leighton’s recent on:tech event, hosted at Träkol under the Tyne Bridge, panellists including Leighton’s James Bunting and Claire Cundill, WorkCast’s Stewart Kibby and DEFRA’s Liam Walsh shared their insights on the challenges and benefits of replatforming business applications.
Getting the business bought-in
Liam Walsh emphasised the importance of convincing the business to replatform early on, instead of waiting until the situation becomes critical. As he explained: “You have to take the business along with you and have good reason to replatform. It can’t be an IT-led decision.” IT-led decisions can focus on technology and technical requirements, rather than the needs of the business or customer, and this can lead to the selection of a platform that does not meet the needs of the business, may not support the required features or may not integrate with other business systems, leading to inefficiencies down the line.
Involving the business in the replatforming decision-making process can also help build support for the project. When business stakeholders understand the need for replatforming and the benefits it will bring, they are more likely to support the project and work towards its success. As Stewart Kibby echoed: “Take the business with you through a difficult journey.”
Customers are key
Leighton’s Claire Cundill stressed the importance of involving customers early in the process. She recommended starting early and communicating frequently to manage the process and suggested holding focus groups and sneak previews for customers to get them on board. “Talk to customers early, get them bought into what you are trying to achieve and get them excited for the new features and functionality on the product road map” she advised. Getting customers involved allows the business to understand customers’ needs and requirements which can help guide the process. Getting customers bought in can also help with customer satisfaction and retention and help increase the commercial success of the replatforming.
Claire also highlighted the role of data in informing conversations with customers and facilitating migration. For example, if you can use data to identify what features are not being used, this can help inform the decision to turn off certain features and streamline the migration process to ensure the new platform is lean and efficient. Stewart added: “Turn off features not being used or used enough. You may lose a customer, but you can migrate more easily and get the new product out faster. Think about if you’re trying to retain your customers or win new ones with a better platform.”
Thinking about the bigger picture
For a start-up or scale-up business, the drivers for replatforming may be different to those of larger enterprises. James Bunting spoke about the commercial impact of an unreliable existing solution and how it drove the decision to replatform at Communicator Corporation: “Replatforming allowed for an increase in capacity and ability, and ultimately resulted in a better customer experience. We ended up with a more desirable product to both customers and investors which led to the acquisition of the business.”
Stewart explained how it’s important to think about the bigger picture and how replatforming is not just about moving from one technology to another, it’s an opportunity for innovation to transform the way the business operates. “Think about the bigger picture and ensure that the replatforming process is not just a technology project. If you spend all your time replatforming, you are not innovating. Think about how you can innovate to streamline processes, increase efficiency, and improve the customer experience whilst you do it.”
Keeping tech stacks talking
As Liam explains: “You’re always replatforming to some extent, something is always changing”. However, the challenge lies in keeping tech stacks talking to each other, especially in larger organisations where legacy tech is common. Planning and breaking down the process into a coherent strategy is crucial to identifying what is affected by replatforming. Liam added that selecting the right cloud platform requires careful reasoning and consideration of both business and program-level decisions.
Overall, the panel agreed that replatforming is no longer just an IT decision, but a business decision that requires careful consideration and planning. Convincing the business early on and taking them along the journey is crucial, as is involving customers and utilising data to inform decisions. Innovating while replatforming can lead to improved efficiencies and increased value for both the business and its customers.