The challenge
A client in the automotive sector was preparing for a migration of its Customer Contract Management (CCM) platform to a new vendor environment.
The challenge was that years of platform evolution had created a highly complex landscape with limited documentation, fragmented process knowledge, and unclear visibility into which capabilities were actually being used by the business.
Without a complete understanding of the existing application, leadership lacked the confidence required to make informed migration decisions.
Our approach
WEB was engaged to perform a comprehensive capability mapping exercise of the existing CCM environment.
We began by conducting a full AS-IS analysis of the platform, mapping every process and business interaction end-to-end. Through workshops, system reviews, and stakeholder interviews, we identified which functionalities were actively used, which capabilities had become redundant, and how different processes interacted across the application landscape.
The findings were consolidated into a structured capability model that provided stakeholders with a single source of truth for the first time.
Using this foundation, we developed a migration blueprint that clearly distinguished:
- Capabilities that needed to be migrated
- Functions that could be retired
- Dependencies requiring special attention
- Business-critical processes requiring continuity
All findings were reviewed and validated with key stakeholders to ensure alignment before migration planning commenced.
The results
The capability blueprint transformed years of undocumented platform complexity into a clear and actionable migration strategy.
By providing transparency into the CCM landscape, WEB enabled our client to make informed decisions with confidence and move forward with a previously stalled migration programme.
The result was a significantly reduced migration risk, improved stakeholder alignment, and a clear roadmap for future platform evolution.
