Charles Wu
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03

Cut CSM migration work from 10+ hours to 1–2 hours

I designed the service that reduced enterprise org migrations from 10+ hours to 1–2, reaching 99% completion with zero recorded data-loss incidents. The guided flow connected Customer Success, admins, and end users while closing a period of uncontrolled dual access.

99%Migration completion
TeamDesign lead · cross-functional team of 5
When2023
Problem
M&A left customers split across disconnected orgs; manual consolidation left users with dual access for weeks.
My contribution
Owned the service blueprint and three role-specific experiences with a five-person cross-functional team.
Key decision
Split one migration into role-specific surfaces: CSMs prepared, admins controlled timing, and users carried their data across.
Downstream effect
CSMs recovered 8+ hours per migration while admins retained timing and approval; no data-loss incidents were recorded.
01

Weeks of handoffs created a dual-access gap

M&A and organic growth left enterprise customers running Calendly across disconnected orgs — one per acquired team or department. Consolidating them required ten-plus hours of manual work from a Customer Success Manager while admins waited without visibility into their team’s data.

Each request stretched across weeks, leaving users with dual access until the final handoff.

02

A service blueprint assigned every handoff

I mapped the journey across CSMs, admins, and migrated users. The blueprint made each decision and ownership gap visible, showing where to automate — and where admins needed control.

A service blueprint outlining the users, actions, and interactions in the consolidation process
The blueprint: three roles, one migration, and the handoffs between them.

We automated preparation and transfer but kept approval and timing with the enterprise admin. That removed CSM work without moving a high-risk migration outside the customer’s control.

Internal tool that allows a CSM to begin a migration process
CSM: prepares the migration once the admin has signed off.
Admin dashboard where an admin can review and process member migrations
Admin: reviews what’s pending and decides when it happens.
An email informing a user of migration status with instructions
End user: a plain email that explains what to do next.
Nothing gets lost in the move — export and import carry scheduling data across the seam.
03

99% completion with no recorded data loss

  • 10+ hours reduced to 1–2 hours per migration
  • 99% completion rate, zero recorded data-loss incidents
  • 88% admin CSAT

“These changes will greatly speed up my workflow... and simplify communication with my customers.”

— Customer Success Manager
04

Blueprint the service before locking the surfaces

What worked

Keeping CSMs in design reviews surfaced real migration failure states early and prevented us from optimizing only the happy path.

Opportunities

I'd write the service blueprint first next time — it surfaced cross-app dependencies I only found midway through, after some of the technical direction was already locked.