Start with something you already understand.

Choose one client workflow that your team runs today. It should be meaningful enough to reveal the real dependencies, but small enough to inspect completely. A website enquiry that becomes a contact and a callback task is often more useful than a broad demo with no clear finish.

Map what actually exists.

Record the entry point, knowledge sources, prompts, customer fields, credentials, actions and people involved. Include the steps someone performs manually. The visible automation is often only part of the process; the spreadsheet cleanup and the end-of-day checks are part of the service too.

Define equivalent behavior.

Do not compare platforms by matching button labels. Compare the customer experience and operating result. What information is collected? What is saved? What happens when an action fails? What can the team recover? A migration is successful when the required behavior survives the move, not when every screen looks familiar.

Use reviewed test data.

Create a small set of representative records and scenarios. Include duplicates, incomplete information and the exceptions your team sees regularly. Keep the old system available while you test. Document the source of each field and the assumptions behind each mapping so a mismatch can be explained.

Compare the whole cost.

Platform fees matter, but so do provider usage, carrier charges, external services and the time spent maintaining the connection between tools. Use a real workload and a real configuration. A headline unit price is not enough to tell you the cost of delivering a client service.

Keep a way back.

Agree on a cutover point, keep the prior configuration and know who can restore it. Avoid having two systems act on the same event without a deliberate plan. The first migration should produce a repeatable method: what you move, what you verify and what you can reverse. Then decide whether the second client belongs there.