Folding a second business unit's customer-success operations onto one platform, and rebuilding the health score on the way

The problem

The play

1. 1
   Decide what not to migrate before mapping anything

   All two dozen automations and all ten structured plans in the source platform were triaged into migrate, do not migrate, source-platform-specific process, and pending-a-decision.

2. 2
   Write the parity map object-by-object, including the gaps

   Structured plans map to journeys; plan tasks to journey steps; rules to plays; automation bundles split across plays and journeys depending on whether they are outreach or a structured plan; lifecycle properties become a combination of stages, segments and journeys because there is no single equivalent; dynamic lists and custom properties map one to one.

3. 3
   Solve the co-existence problem with two fields, not three

   The design question was how to stop roughly 130 live automations in the primary platform from enrolling the incoming accounts. The first proposal was three fields: a business-unit picklist, a legacy flag, and a boolean exclusion switch.

4. 4
   Rebuild the health score rather than porting it

   The source model weighted six elements differently across three scorecards, a default profile leaning on product usage and user engagement at 40% each, a new-customer profile leaning on survey score at 50%, and a top-tier profile that introduced advanced product usage.

5. 5
   Score on bands with an inverted scale so red is unambiguous

   Each factor converts to points where more points mean worse health, with explicit thresholds rather than a continuous curve: full seat utilisation scores zero, half scores five, a quarter scores fifteen. Meetings held against meetings planned for the year band the same way. Feature adoption and engagement are binary tests over a recency window.

6. 6
   Derive the persona field in the CRM, not in the success platform

   The engagement factor depends on knowing whether a contact is a decision-maker. That was built as a title-mapping formula in the CRM covering roughly seventy title variants across four personas, executive, board or director, legal and governance, and executive administrative, and then synced across.

7. 7
   Set sync direction per field, with the CRM as source of truth for commercials

   Around 110 account fields and 40 contact fields were mapped with an explicit direction on each. Financial and firmographic fields, recurring revenue, package, renewal date, ownership, flow one way from the CRM.

What it moved

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