Go-Live

Go-live refers to the moment when a new CRM system officially goes into productive operation – meaning it is switched live and used by employees in their daily work. It is the most important milestone in a CRM implementation project and marks the transition from a test to a real-time environment.

Concept

A successful go-live is not a single click, but a planned process that includes several steps:

1. Preparation & Planning

• Creation of a go-live plan with a clearly defined date and procedure (e.g., "Big Bang" or phased rollout).
• Execution of integration tests and final data migration.
• Ensuring backups for emergencies.

2. User Training

• Employees are prepared for the new functions and processes.
• Goal: high acceptance and confident handling of the new system.

3. Going Live

• The system is monitored in real-time to detect errors early.
• A support team is ready to resolve issues immediately.

4. Hypercare Phase

• In the first days after go-live, there is intensive support for users.
• Regular feedback loops help identify optimization potential.

5. Handover to Regular Operation

• Documentation, Service Level Agreements (SLA), and support processes are handed over.
• The project team withdraws, and operations take over.

In CRM, go-live is particularly critical because the system is directly linked to customer interactions. Faulty processes can immediately negatively impact customer satisfaction.

Success Factors

Clear Goals: Sales increase, better customer retention, etc.

Change Management: Employees must be engaged and motivated.

Technical Stability: Interfaces and data must function reliably.

Communication: All stakeholders must be informed and involved.