{"id":9027,"date":"2025-07-05T14:55:53","date_gmt":"2025-07-05T12:55:53","guid":{"rendered":"https:\/\/dydocon.com\/what-you-should-consider-and-plan-before-a-ccm-migration\/"},"modified":"2025-07-05T14:56:07","modified_gmt":"2025-07-05T12:56:07","slug":"what-you-should-consider-and-plan-before-a-ccm-migration","status":"publish","type":"page","link":"https:\/\/dydocon.com\/en\/ccm-migration\/what-you-should-consider-and-plan-before-a-ccm-migration\/","title":{"rendered":"What you should consider and plan before a CCM migration"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1fku3q-401502dc6ef0b5c9146118df6c58f800\">\n.avia-section.av-1fku3q-401502dc6ef0b5c9146118df6c58f800{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/dydocon.com\/wp-content\/uploads\/2015\/10\/header_trenner.png);\nbackground-position:50% 100%;\nbackground-attachment:scroll;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-1fku3q-401502dc6ef0b5c9146118df6c58f800 main_color avia-section-default avia-no-shadow  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  avia-bg-style-scroll av-minimum-height av-minimum-height-custom av-height-custom  container_wrap sidebar_right'  data-section-bg-repeat='no-repeat' data-av_minimum_height_px='250'><div class='container av-section-cont-open' style='height:250px'><main  class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-9027'><div class='entry-content-wrapper clearfix'>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-9027'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-awz9n-21f6baf8619393007de4c265a02564f8\">\n.flex_column.av-awz9n-21f6baf8619393007de4c265a02564f8{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-awz9n-21f6baf8619393007de4c265a02564f8 av_one_full  avia-builder-el-2  el_after_av_section  el_before_av_one_full  avia-builder-el-first  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  '     ><section  class='av_textblock_section av-lkia0x0k-fb55c0b94da8f796d2020b07f3a82878 '  ><div class='avia_textblock' ><p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Migrating to a new Customer Communications Management (CCM) solution is a complex but often necessary task for companies in the finance and insurance industry. If done properly, it can play a crucial role in improving customer communications and engagement. In order to minimize risks and fully exploit the potential of a CCM migration, some important aspects should be considered and planned.  <\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-6aar3n-71717527022fda890705ca5553f59865\">\n.flex_column.av-6aar3n-71717527022fda890705ca5553f59865{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-6aar3n-71717527022fda890705ca5553f59865 av_one_full  avia-builder-el-4  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkibdt8a-ba97f0592fb177128507c0baed57ad3d '  ><div class='avia_textblock' ><h2>1. define clear goals<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Define the goals of your CCM migration in advance. What would you like to improve? Where do you see potential for improvement compared to the current system? There can be many different goals: improving user-friendliness, integration with other systems, increasing efficiency, improving data analysis or simply improving customer communication. These goals should be measurable in order to be able to track the success of the migration.    <\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-wq37c-04ff79a7f0e515e61bdcc616fe6e2ecc\">\n.flex_column.av-wq37c-04ff79a7f0e515e61bdcc616fe6e2ecc{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-wq37c-04ff79a7f0e515e61bdcc616fe6e2ecc av_one_full  avia-builder-el-6  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkic1knx-b9404d4b36b272bdeba900de721af397 '  ><div class='avia_textblock' ><h2>2. carry out a thorough inventory<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">An inventory of the current system and the associated processes is crucial. Document the existing processes, data flows and connections to leading systems. Determine which templates and documents are needed and how they are currently created and managed. Identify which functions are urgently needed and what the user experience of the new system should be like.   <\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-75u314-8c597f29a6393b7ae4d751d025c99ffe\">\n.flex_column.av-75u314-8c597f29a6393b7ae4d751d025c99ffe{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-75u314-8c597f29a6393b7ae4d751d025c99ffe av_one_full  avia-builder-el-8  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkic2bmg-65f5363c23fd263e71dcb9b098f01f05 '  ><div class='avia_textblock' ><h2>3. selection of the new system<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">There are numerous factors to consider when selecting a new CCM system. How well can the system be integrated into the existing IT landscape? How intuitive and easy is it to use? What about scalability, especially with regard to the future development of the company? What about the future viability of the new system? Are there any dependencies on specific operating systems, database and Java versions? Can the system be used flexibly in the cloud and much more?      <\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">A careful comparison of different providers is essential here.<\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5cgh3c-eba022df4afc9d3cdf8c7c43cffeb64f\">\n.flex_column.av-5cgh3c-eba022df4afc9d3cdf8c7c43cffeb64f{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-5cgh3c-eba022df4afc9d3cdf8c7c43cffeb64f av_one_full  avia-builder-el-10  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkic2ubp-265d70b0831d26e1d74e2682b6e56719 '  ><div class='avia_textblock' ><h2>4. planning the migration<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">The migration itself must be planned and structured in detail. Set a realistic schedule and define clear responsibilities. How long must the legacy system continue to be operated in parallel? What is the roadmap for onboarding users from the various departments?   <\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">It is important to plan sufficient resources for the migration, both human and financial. Also consider possible risks and draw up contingency plans. <\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Migrating a Customer Communication Management (CCM) system is a complex process that requires careful planning and coordination. Here are some steps that can help you with the planning: <\/span><\/p>\n<h3>Phase 1: Needs analysis and preparation<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Define business requirements<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Identify the specific business needs and goals to be achieved by the migration.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">System assessment<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Perform a comprehensive assessment of the current system to identify its strengths and weaknesses<\/span>.<\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Selecting a new system<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Select a CCM system that best meets your requirements.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Cost-benefit analysis<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Determine the total costs of migration and weigh them up against the expected benefits.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Stakeholder communication<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Inform all stakeholders (employees, management, customers, etc.) about the upcoming migration at an early stage.<\/span><\/li>\n<\/ol>\n<h3>Phase 2: Planning and conception<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Create a project plan<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Define milestones, tasks, schedules and responsibilities.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Plan data migration<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Develop a plan for the transfer of all relevant data from the old to the new system.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">System configuration<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Determine how the new system should be configured to meet business requirements.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Develop test scenarios<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Identify key processes that need to be thoroughly tested.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Determine training requirements<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Identify which employees need to be trained and develop a training concept.<\/span><\/li>\n<\/ol>\n<h3>Phase 3: Implementation and migration<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">System setup<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Install and configure the new system according to the defined specifications.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Carry out data migration<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Transfer the data from the old to the new system.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">System tests<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Perform tests to ensure that the system functions as expected.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">User training<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Train users in the use of the new system.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Soft launch<\/span><\/strong>: <span style=\"font-size: 1.4em; line-height: 1.4em;\">Introduce the system in a controlled environment to make final adjustments.<\/span><\/li>\n<\/ol>\n<h3>Phase 4: Completion and monitoring<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Go-Live<\/span><\/strong>: <span style=\"font-size: 1.4em; line-height: 1.4em;\">Put the system fully into operation.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Performance monitoring<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Monitor the system to ensure that it meets expectations and fulfills defined business requirements.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Collect feedback<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Collect feedback from users and stakeholders to identify any need for adjustments.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Update documentation<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Ensure that all system documentation and user manuals are up to date.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Post-migration evaluation<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Perform a final evaluation to measure the success of the migration and collect lessons learned for future projects.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">This is an extensive process that requires the involvement of many different departments and specialists, from IT and data management to customer support and marketing. However, a well-planned and executed migration process can go a long way towards making your company more efficient and better able to communicate with customers. <\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3i756g-b9d412ef81f7ef2301b35acfa04134c0\">\n.flex_column.av-3i756g-b9d412ef81f7ef2301b35acfa04134c0{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-3i756g-b9d412ef81f7ef2301b35acfa04134c0 av_one_full  avia-builder-el-12  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkic3an0-ce1ab42f3a2a8143816c05ad543152a7 '  ><div class='avia_textblock' ><h2>5. training of employees<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">User training is a critical step in the implementation of a new Customer Communication Management (CCM) system. Good training can boost productivity, increase user satisfaction and help to minimize errors and inefficient working practices. <\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Here are some methods that can be helpful when planning and conducting training courses:<\/span><\/p>\n<h3>Before the training<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Needs analysis<\/span><\/strong>:  <span style=\"font-size: 1.4em; line-height: 1.4em;\">Determine the training needs of the different user groups. Not everyone needs the same type and depth of training. <\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Define learning objectives<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">What should the participants know or be able to do at the end of the training?<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Prepare materials and resources<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Create training materials, presentations and possibly videos to support the learning process.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Develop a training plan<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Set dates, locations and trainers for the training.<\/span><\/li>\n<\/ol>\n<h3>During the training<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Teach the basics<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Start with an introduction to the new CCM system and the reasons for its introduction.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Hands-On Training<\/span><\/strong>:  <span style=\"font-size: 1.4em; line-height: 1.4em;\">Practical exercises are often more effective than pure theory. Give participants the opportunity to work directly in the system. <\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Modular training<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">If the CCM system has many functions, consider dividing the training into several modules or sessions.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Interactive elements<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Use discussions and other interactive elements to encourage engagement and information flow.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Adaptation to different levels of knowledge<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Take into account the different levels of knowledge of the participants and adapt the training program accordingly.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Real-time feedback<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Provide opportunities for questions and feedback during the training.<\/span><\/li>\n<\/ol>\n<h3>After the training<\/h3>\n<ol>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Evaluation and feedback<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Collect feedback from participants to assess the quality of the training.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Offer additional resources<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Provide manuals, FAQs or online tutorials that users can use even after the training.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Follow-Up<\/span><\/strong>: <span style=\"font-size: 1.4em; line-height: 1.4em;\">In the weeks following the training, hold further sessions or webinars to clarify any questions that arise and cover additional topics.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Monitoring and support<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Ensure that technical support is available to help with problems or questions about using the new system.<\/span><\/li>\n<li><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">KPIs and performance metrics<\/span><\/strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">Track metrics to measure the success of the training initiative.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Through thorough and well-planned training, you can ensure that your team fully utilizes the potential of the new CCM system, ultimately leading to improved customer communication and more efficient workflows.<\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2db3co-8f161b3b8c210166f1fc8b58b6705a3d\">\n.flex_column.av-2db3co-8f161b3b8c210166f1fc8b58b6705a3d{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-2db3co-8f161b3b8c210166f1fc8b58b6705a3d av_one_full  avia-builder-el-14  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-lkic45gm-d53458f6032eb45478832143d7adcd73 '  ><div class='avia_textblock' ><h2>6. continuous monitoring and adjustments<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">After the migration, it is important to monitor its success and make adjustments if necessary. Use the new system&#8217;s reporting functions to identify and rectify problems at an early stage. <\/span><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4cqgso-58e3e2bee224071f68aa052a2f88e3a5\">\n.flex_column.av-4cqgso-58e3e2bee224071f68aa052a2f88e3a5{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-4cqgso-58e3e2bee224071f68aa052a2f88e3a5 av_one_full  avia-builder-el-16  el_after_av_one_full  el_before_av_postcontent  avia-builder-el-last  first flex_column_div av-animated-generic bottom-to-top av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-llz583fo-c03c38d4d9245d4610a80e0edd50350f '  ><div class='avia_textblock' ><h2>7. allocate costs to the individual departments<\/h2>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">Many companies want the individual departments to share in the costs of the new CCM system.<\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">This is where we come in with our <a href=\"https:\/\/dydocon.com\/en\/portfolio\/dydocontrol\/\">dydocontrol<\/a> product.<\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">dydocontrol ensures end-to-end document tracking across the entire process chain. From the time of delivery from inventory systems (correspondence order) to the final delivery to the recipient, whether via e-mail, portal, print and postal dispatch or other dispatch channels. <\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">dydocontrol enables operational control, thus facilitating error analysis and creating the conditions for the resumption of interrupted processes within the document process chain.<\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">The recommended option of initially assigning cost centers to documents enables complete cost control by determining the volumes these documents reach, as well as the accumulation of the necessary process steps of the required dispatch route.<\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">The collected data is made available for statistical analysis via a business intelligence connection.<\/span><\/p>\n<p><span style=\"font-size: 1.4em; line-height: 1.4em;\">After the migration, it is important to monitor its success and make adjustments if necessary. Use the new system&#8217;s reporting functions to identify and rectify problems at an early stage. <\/span><\/p>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-29f4rs-6c7bf198ee5388c61e0508150edc813d\">\n#top .hr.hr-invisible.av-29f4rs-6c7bf198ee5388c61e0508150edc813d{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-29f4rs-6c7bf198ee5388c61e0508150edc813d hr-invisible  avia-builder-el-18  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<p><strong><span style=\"font-size: 1.4em; line-height: 1.4em;\">A CCM migration is not a simple process, but with careful planning and preparation it can lead to significant improvements in customer communication. 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