What Happens After Go-Live? Why Post-Migration Support Is Essential
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While a successful go-live is a critical milestone, the customer experience in the days and weeks that follow determines the true success of the project.
Post-migration is when your customers begin to engage with your new system. They form opinions, discover improvements, or encounter challenges. The support they receive during this time has a direct impact on satisfaction, loyalty, and long-term trust.
That’s why Superior places a strong emphasis on our post-migration service delivered by Technical Assistance Center (TAC).
Post-Migration Is Where Reputation Is Won or Lost
Even a perfectly executed migration can result in confusion or uncertainty for users. Customers may face:
- Login issues
- Missing transaction histories
- Unfamiliar interfaces
- Delays in issue resolution
These moments can quickly escalate into reputational challenges if not addressed immediately. Our Technical Assistance Center (TAC) post-migration strategy focuses on proactive support, fast response times and personalised communication.
What Is Technical Assistance Center (TAC)?
Technical Assistance Center is a specialised support solution combining experienced treasury professionals, proprietary technology, proactive customer outreach, and structured project management to guide financial institutions through complex transitions.
Key benefits of TAC include:
- Dedicated support teams trained on your institution’s specific conversion
- Real-time issue resolution and escalation
- Structured, tiered support for various client types
- Data-driven feedback loops for ongoing service enhancement
The Strategic Advantage of Dedicated Support After Go-Live
Outsourcing customer support during a system upgrade or conversion offers significant advantages for financial institutions, especially when paired with a provider that understands the banking landscape.
Partnering with Superior to outsource post-migration support offers a range of strategic benefits, including:
- Domain expertise from support staff trained specifically in financial services
- Scalability to accommodate increased post-migration volume without impacting internal teams
- Faster resolution times that reduce customer frustration
- Cost efficiency compared to building in-house, short-term support teams
- The ability to focus on internal operations while Superior handles the front line
The outsourcing model carries significant advantages and allows institutions to maintain high service standards while controlling costs and reducing pressure on internal resources.
Case Study: Lessons from Bank of Montreal
A strong post-migration experience protects and enhances a brand’s reputation. In our recent article, Effective Banking Technical Support: Lessons from Bank of Montreal, we explore how BMO (Bank of Montreal) improved the effectiveness of its technical support function by prioritising customer-centric service delivery, issue tracking and internal collaboration.
Key takeaways from the project included:
- Proactively identifying and addressing customer pain points
- Maintaining clear and consistent communication throughout the transition
- Prioritising timely, empathetic support to resolve issues effectively
Case Study: Streamlining the RDC Upgrade Process at Seacoast Bank
Another example of the critical role that specialised support plays post-migration is found in our partnership with Seacoast Bank. During their Remote Deposit Capture (RDC) system upgrade, Seacoast partnered with TAC to streamline the transition and minimise disruptions for their customers.
Our TAC team provided:
- Personalised support to resolve customer inquiries and technical issues
- Well-defined communication plans to manage expectations throughout the transition
- Fast, effective issue resolution to preserve confidence in RDC services
This partnership ensured a smooth upgrade and helped preserve customer satisfaction throughout the process.
Case Study: Supporting First Merchants Bank Through a Seamless Transition
When First Merchants Bank undertook a major core system conversion, they partnered with TAC to ensure the transition would be smooth for both staff and customers. Technical Assistance Center provided dedicated, role-specific support across their customer base, ensuring users felt confident navigating the new system from day one. The phased approach included hands-on assistance, real-time resolution, and a strong focus on user education. As a result, the bank reported high adoption rates and minimal disruption post-migration, validating the importance of proactive, structured support.
Personalised Support Through Tiered Engagement
No two institutions are the same, and neither are their support needs. TAC provides scalable, role-specific engagement through a tiered structure:
- Tier 1: High-touch clients receive hands-on onboarding, frequent communication and direct access to account specialists
- Tier 2: Guided support clients benefit from structured digital onboarding, proactive outreach and self-help resources
- Tier 3: Self-service clients are supported with comprehensive guides, tutorials and FAQs designed for autonomous resolution
This model ensures that every client and every customer gets the right level of support, without overwhelming internal resources.
Data-Driven Success Monitoring
Through real-time monitoring and analytics, we help financial institutions track post-migration success using key metrics such as:
- Self reported login error rates
- Support call volumes and resolution speed
- Customer feedback and satisfaction surveys
- Digital engagement with resources and training materials
These insights inform continuous improvement and enable your team to identify and resolve issues before they escalate.
Clear Communication Builds Confidence
Customers expect to be informed, not surprised. Superior works with clients to develop comprehensive communication strategies for each phase of migration, including:
- Targeted pre-launch messaging
- In-app or email alerts during system changes
- Training guides for frontline staff
- Post-launch user education, tutorials and support access
When communication is clear, consistent and proactive, customers feel guided through the change rather than left behind.
Platform upgrades represent major investments in infrastructure, capability and customer value. But the technology is only part of the equation. The post-migration experience defines your customers’ first impressions of the new system and your bank’s ability to support them.
Our customer-first approach helps ensure your post-migration phase becomes a strategic success.
Explore Technical Assistance Center or book a call with one of our specialists to learn how we can support your next transformation before, during and after go-live.
