Need To Switch eCommerce Support Providers? Here’s How Kasama Ensures a Seamless Transition
For any business running on Salesforce Commerce Cloud or Shopify, your eCommerce platform is the backbone of your online operations. It needs to be secure, high-performing, and constantly evolving to meet business demands. But what happens when you need to switch managed services providers—whether due to performance issues, strategic shifts, or simply the need for a more capable partner?
The transition from one support and development provider to another can be risky, complex, and disruptive if not handled correctly. In many cases, merchants worry about:
Knowledge gaps – Will the new provider understand our architecture, customizations, and business needs?
Operational disruptions – Will the transition cause downtime, errors, or delays in ongoing projects?
Loss of momentum – How do we ensure a smooth handoff without stalling development or critical releases?
At Kasama, we recognize these concerns and have developed a structured, proven methodology for seamless, risk-free transitions. Our approach ensures that no detail is overlooked, no knowledge is lost, and your eCommerce operations remain stable and continuously improving.
Here’s how we do it.
Kasama’s Proven Transition Methodology
We break the transition into three phases, each with clear deliverables and responsibilities for all stakeholders—the merchant, the outgoing provider, and Kasama.
Phase 1: Access & Learn (Weeks 1–2)
The first step is gaining full visibility into your current environment and workflows. We:
✅ Secure access to all systems, environments, and credentials.
✅ Review documentation, logs, and existing configurations.
✅ Conduct technical discovery sessions to identify key dependencies.
✅ Prepare targeted questions for in-depth knowledge transfer.
This phase ensures that we don’t miss any critical details, laying the groundwork for a smooth transition.
Phase 2: Technical Onboarding & Co-Work (Weeks 3–4)
This phase focuses on hands-on learning and collaboration with your existing provider to minimize disruption. We:
✅ Hold discovery sessions with your team and the outgoing provider.
✅ Shadow the current team to observe workflows and co-work on ongoing tasks.
✅ Review backlogs, in-progress developments, and release schedules.
By actively working alongside the outgoing team, we ensure a seamless knowledge transfer, eliminating the typical gaps that cause delays or misalignment.
Phase 3: Release Management & Full Ownership (Weeks 5–6)
At this stage, Kasama fully takes over all support and development responsibilities. We:
✅ Assume full control of deployments, backlog, and feature rollouts.
✅ Establish a regular meeting cadence with your team for ongoing collaboration.
✅ Ensure a stable, high-performing site with no operational disruptions.
Once this phase is complete, your business is fully transitioned to Kasama, with a support and development team that’s fully aligned and ready to execute.
Ongoing Support & Continuous Improvement
Transitioning to a new provider isn’t just about the initial handoff—it’s about ensuring long-term stability, efficiency, and growth. That’s why Kasama provides ongoing services that go beyond just keeping your site running.
1. Full Site Management & Development
🔹 Overseeing the backlog of tasks, features, and updates.
🔹 Managing the deployment process for fixes, enhancements, and new features.
2. Technical Operations & Performance Maintenance
🔹 Ensuring your site remains stable, secure, and high-performing.
🔹 Applying regular system updates, bug fixes, and optimizations.
3. Collaboration & Communication
🔹 Maintaining a daily/weekly meeting cadence for transparency and alignment.
🔹 Providing responsive support for any merchant queries or concerns.
4. Enhancements & Continuous Optimization
🔹 Proactively identifying and implementing site architecture and UX improvements.
🔹 Supporting new initiatives, integrations, and system upgrades.
5. Monitoring, Reporting & Security
🔹 Conducting continuous monitoring of site health and security.
🔹 Delivering periodic reports on progress, challenges, and improvements.
6. Knowledge Retention & Documentation
🔹 Creating thorough documentation of system configurations and processes.
🔹 Acting as your primary long-term support team for ongoing success.
Why Choose Kasama?
Switching support and development providers doesn’t have to be stressful or risky. With Kasama’s structured approach, you get:
✅ A risk-free, step-by-step transition process that ensures no knowledge is lost.
✅ Seamless collaboration between the outgoing provider, your team, and Kasama.
✅ A long-term partner that proactively enhances your site’s performance and functionality.
If you’re considering changing providers or need expert support for your Salesforce Commerce Cloud or Shopify eCommerce site, let’s talk. Kasama is ready to ensure your transition is smooth, secure, and strategically aligned with your business goals.
A one page overview of Kasama’s account transition and managed services can be found here.
