Case Study
Helping Customers Complete a Time-Sensitive API Migration
Roughly 95% of affected customers updated within the migration program. I coordinated the communication plan, tracked readiness, and worked directly with customers to resolve script-level blockers.
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Customer outcome
Roughly 95% of affected customers made the change.
A deadline became an actionable migration program. Customers received the information and help they needed to update, while the team could see who still needed attention.
My contributionI coordinated the program and customer follow-through. Customers made the changes in their environments, with help from the appropriate product and delivery teams.
- Starting point
- Customers needed to update an outdated scripting method within a defined program window. Their technical resources and readiness varied.
- What changed
- Roughly 95% updated during the program, supported by individualized communications, readiness tracking, and direct technical walkthroughs.
Project scope
The work behind the result
Roughly 95% updated within the program period
Customer-specific communications identified affected scripts
Direct walkthroughs for customers needing technical help
A deadline customers had to act on
An API migration required customers to move away from an outdated scripting method within a defined program window. Sending a notice was only one part of the work: someone at each agency still had to understand the affected scripts and make the update.
Some customers had developers available. Others needed a much more direct explanation. The program had to account for that difference while keeping customer readiness visible across the team.
Make the communication specific
I built the communication plan and secured agreement from product marketing and sales leadership. Individualized messages identified the specific scripts each customer needed to address.
That specificity mattered. It connected the platform change to something the customer could recognize in their own environment and gave the follow-up conversation a concrete starting point.
Treat readiness as an operating signal
I tracked readiness and tied communications to each customer's position. A customer who had completed the update needed a different response from one who had not started or was blocked.
For customers who needed help, I joined calls and walked through scripts line by line. This was especially useful for agencies without in-house development resources. Unresolved cases could then move into the right product, delivery, or services conversation.
The outcome and the product lesson
Roughly 95% of affected customers updated within the program period. The percentage describes completion during that window; it does not mean every customer completed the migration.
The work reinforced a practical lesson for platform changes: communication has to connect to the customer's ability to act. Readiness tracking showed where the program stood, and direct help made the next step achievable for customers who could not resolve it from a notice alone.
Skills demonstrated