.jpg)
Nobody walks down the aisle thinking about divorce. You’re in love! You imagine it lasting forever, with a bright future ahead. Similarly, when GTM (go-to-market) teams invest in new software, they don’t exactly dwell on what they’d do if things don’t work out.
Will migrating be simple if they decide to leave?
Can they keep the data they’ve built up?
Or will they end up back at square one?
The conversational intelligence and AI sales assistant landscape is evolving fast. These days, nearly every GTM team has dabbled in AI-assisted note-taking. At Salesroom, most prospects we meet have tried at least one other platform, only to start hunting for alternatives for any number of reasons.
After guiding countless GTM teams through large-scale conversational intelligence migrations, we’ve learned some key lessons. Here’s our best advice on navigating the breakup – and the essential questions to ask before you swipe right on a new vendor.
1. Define What’s Worth Keeping – and Why
Storing video recordings can cost a fortune, especially when you consider that 95% of call recordings never get replayed. Besides, your new vendor probably won’t accept petabytes of old data from another platform without charging a hefty fee. The good news? You don’t need to lug every last video file over to get real value out of your data.
With today’s fast-paced market changes, recordings have a short shelf life. So a stellar discovery call from nine months ago may no longer hit the mark. Here’s what you’re likely to want to keep:
- Training & Development: A selection of calls that highlight best practices for onboarding or upskilling.
- Client History: Records of past conversations with current clients to maintain continuity.
- Big Picture Analysis: Data that helps with trends and large-scale insights.
For training purposes, limit your exports to a few gems that won’t become outdated in a few months. These can go into your sales enablement platform or be stored in a cloud drive like Google or OneDrive while you build a fresh library from new meetings.
To keep client history intact, the key is syncing meeting summaries and high-level notes with the CRM. That way, even if the video itself isn’t available, a customer success manager (CSM) picking up a renewal or upsell will have all the critical details at their fingertips.
2. Videos, Transcripts, or Metadata? Choose Your Format
The word “migration” sounds simple, but it’s anything but. What are we actually talking about moving?
- Video Files: Full recordings are the raw data, but they’re heavy to store and transfer.
- Transcripts: Text versions of the conversations, which are easier to move and just as universal as video.
- Metadata: Insights, company names, CRM tags, and meeting summaries – basically, the who’s who and what’s what.
Different platforms treat data differently, and insights from one vendor are rarely transferrable to another. You could, technically, download every video file and ask your new vendor to reprocess them, but be prepared for a price tag akin to a new contract. Most providers would essentially run those recordings as if they were fresh meetings – pricey, right?
By far, the most cost-effective solution is to import transcripts. These text versions are universally compatible and much easier to handle. Most modern platforms can plug transcripts into their AI, making them searchable and trackable, much like fresh recordings.
If you can also get metadata like company names, tags, or attendee email addresses, even better! That extra context will improve search accuracy and enhance the new platform’s AI capabilities.
3. Deals in Progress? Give Them Extra TLC
There’s no perfect time to switch conversational intelligence providers. Even if you try to time it for a “quiet period,” chances are some of your reps will be in the middle of active deals during the transition.
To make sure no deal-critical information slips through the cracks:
- Document deals in progress meticulously outside of the call recording system.
- Link additional notes to the CRM after each interaction.
- For key deals, consider a simple Google Doc where all relevant notes can live.
This may seem old school, but when you’re in the thick of an important proof of concept (POC) and have to switch systems, it’ll be worth it. Better safe than caught mid-deal without key notes!
4. No Established Migration Services? You’re Not Alone
CRM migrations come with a whole industry of consultants to help you out. Call recording migrations, though? Not so much. Most RevOps teams are on their own to figure out how to extract recordings from a system that wasn’t designed with compatibility or open APIs in mind.
Best Case: Your new vendor can help bridge the gap and guide you through the process.
Worst Case: Migrating to a new platform means losing access to all existing data and essentially starting from scratch.
When choosing your new vendor, ask these crucial questions:
- What’s the Data Portability Like?
Some vendors make it easy to export your data, while others are more restrictive. If you think you may ever need to switch providers, make sure your data won’t be held hostage.
- Will They Support Migration?
Switching platforms often requires hands-on support. See if your potential new vendor can provide migration assistance – or at least offer resources to help make the transition as smooth as possible.
- What Is the CRM Integration Like?
Seamless CRM integration ensures that meeting summaries, key points, and action items are synced up with your contact records. Not only does this simplify migration, but it also means any CSM can pick up a conversation thread without losing time searching for information.
5. After Migration: Building Your New Library
Once the dust settles, it’s time to start fresh. With a new provider comes a new opportunity to be intentional about what you store and why. Here are some best practices for building out your library on the new platform:
- Select for Relevance: Keep a tight rein on which calls get saved, focusing on high-impact interactions like product demos, successful deal closures, and customer onboarding calls.
- Create Tags & Categories: Organize your recordings with tags for easy reference. Think: “Training,” “Customer Success,” “Sales Call,” etc. This will make it easier for reps to find what they need.
- Sync with Your CRM: Ensure high-level summaries, notes, and any follow-up items are linked directly to CRM records. The more integrated, the easier it will be for teams to stay up-to-date on client interactions.
A Final Thought on the Move
Switching conversational intelligence providers may not be anyone’s idea of fun, but it doesn’t have to feel like starting over completely. With the right approach to your data, a good understanding of what to keep, and careful documentation of your ongoing deals, you can make the transition as painless as possible.
Just like with any breakup, it helps to remember why you’re making the change. With the lessons from your last experience fresh in mind, you’re all set to find a new solution that works better for your team’s future – one that hopefully won’t require another migration anytime soon.
