Endurance International Group

At Endurance, our mission is to "Delight customers and help them succeed by profitably delivering superior solutions and an outstanding customer experience." This holds true for all of our customers, and especially those who go through the migration process.

The Process

Through the migration "wheel" technology, the vast majority of accounts can be moved to the Endurance platform with minimal customer involvement. We don’t just move files, we activate accounts on our system—paying attention to the smallest of details—even changes to settings and scripts are handled automatically.

In fact, we’re able to move 95%+ of accounts without customer participation—and, we offer intuitive tools for assisting the remaining customers in their transitions.

Communication

Still, a migration means change, and we work hard to help customers transition. Communication is key to a successful migration, and we use a variety of vehicles to reach out to customers, including:

• Email communications, that announce the transition, changes to the hosting website, the scheduled migration date and important changes needed to manage an account on the Endurance platform.
• A "Transition Information" website, that explains the whys and the hows of the migration, and is regularly updated with information to help ease the customer migration process.
• A "Migration Kiosk" that customers see each time they login into the Control Panel. The kiosk provides information unique to each customer’s transition.
• A Transition Support team that is available by phone, email and chat 24×7.

After Migration

Once an account is active on the Endurance platform, we notify the customer that the switch has taken place and provide tips for testing email, Web pages, forms and other aspects of an account.

While we will see an increase in support traffic during this time, the vast majority of contacts are simple customer-education issues that our agents are trained to coach customers through.

We work closely with our partners to ensure we understand customer expectations and do everything we can to make the migration process as smooth as possible. As a result, our team is able to consistently deliver high "successful migration" rates.