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Does your current app provider no longer meet your requirements? Are you missing features, is the support lacking, or does the platform seem technologically outdated? You are not alone. Many companies are faced with the question at some point: Is it time to change app providers?
Despite obvious weaknesses, many are hesitant to switch. The reason: uncertainty. How complicated is it really to switch providers? What happens to existing data? How will users react?
The following applies: changing providers does not have to be a risk, but can become a real opportunity. With the right preparation, the transition can be structured, efficient and without data loss. And in the end, you benefit from a solution that better suits your requirements.
In our article, we show you why it is worth switching, what steps you should take and how to avoid pitfalls.
When is it worth switching providers?
Not every change is absolutely necessary, but in many cases it is long overdue. Especially with
employee apps or event apps, user-friendliness, range of functions and technical flexibility are decisive factors for success. If your current provider can no longer keep up in these areas, it is time to take a critical look.
Typical reasons for switching
Changing providers is never an easy decision, especially when the existing solution has been in use for many years. But in the digital environment in particular, technologies quickly become outdated. What was state of the art three years ago may already be
What a modern provider should offer today
Changing providers is not only the solution to existing problems, but also an opportunity to redefine your own requirements. Anyone introducing or replacing an app solution today should not only pay attention to current functions, but also to future viability, security and scalability. Modern providers offer more than just technology. They see themselves as partners on an equal footing.
Step-by-step guide to successfully switching providers
Changing providers is not something that can be achieved simply by signing a contract. It requires structured planning and implementation. By asking the right questions early on, defining clear responsibilities and taking technical and organisational aspects into account, you can lay the foundation for a smooth transition.
In the following steps, we show you how to systematically prepare for and implement the change. Starting with an internal needs analysis and ending with the successful introduction of the new app.
1. Needs analysis within the team
Before you start looking at the market or technical implementation, you should clarify internally: What exactly should the new app do and for whom? A clear needs analysis lays the foundation for all further steps and prevents wrong decisions later on.
Who currently uses the app and how?
Create a realistic picture of current usage.
- Which departments or user groups work with the app?
-
What exactly is it used for?
(e.g. communication, event organisation, knowledge management) -
Are there different types of users?
(e.g. administrators, occasional users, external partners)
What works well and what doesn’t?
Gather internal feedback on the use of your solution.
- Which functions are actually used?
- What are users missing?
- Are there recurring problems or workarounds?
What are the requirements for the future?
It is not only existing problems that count. Future plans must also be considered.
- Should the app be linked to other tools?
- Will it be used by more people or external partners in future?
- Are there any requirements from data protection, IT or management?
What must the new app be able to do?
Create a must/can scheme that will later serve as the basis for evaluating providers.
- Must examples: GDPR, mobile app, user roles, API
- Could examples: Dark mode, video chat, design customisation
2. Provider pre-selection & comparison
Once you have defined internally what the new app needs to do, the actual market research begins. The aim of this step is to create a shortlist of 2–3 favourites from a large number of potential providers that meet your requirements.
Start search
Start with targeted research. Ideally, this should be done using multiple sources.
- Google search for specific keywords (‘event app’, ‘employee app’, etc.)
- Review portals and comparison platforms such as OMR Reviews, Capterra, or G2
- Recommendations from networks, trade fairs or LinkedIn groups
Evaluating providers: What really matters?
Translate your needs analysis (step 1) into specific evaluation criteria. Here is a possible outline.
Create the shortlist
Narrow down the list to a maximum of three providers that you would like to explore further. When doing so, pay attention not only to features, but also to the following.
- Reliability and first impression
- Transparency in pricing and contract models
- Flexibility in adapting to your requirements
3. Preparing to leave your current provider
A successful change of provider does not begin with the new system, but with a clear plan for phasing out the old one. Unfortunately, many companies encounter unpleasant surprises here: opaque contracts, technical hurdles in data transfer, or a lack of willingness to cooperate.
This makes it all the more important to take this step consciously and at an early stage.
Check contract terms and notice periods
Before making new plans, clarify the following:
- When does the current contract expire?
- What are the notice periods?
- Are there automatic renewals if cancellation is not made in time?
- Are certain services or data exports subject to contractual restrictions?
Put deadlines in writing and give notice early on a pro forma basis to give yourself some leeway.
Understanding rights and obligations regarding data disclosure
Not all providers make it easy to export data – especially when they are ‘losing’. Therefore, clarify the following at an early stage:
-
What content are you allowed to take with you?
(e.g. user accounts, media, logs) - In what format are these provided?
- Are there any official export functions or APIs that you can use?
- Are there any costs involved or are these included?
A reputable provider will give you all the data in a structured, comprehensible manner and without any obstacles. This is also a quality criterion for the future.
Ensuring cooperation in the change process
Even if the decision to switch has been made, the previous provider remains an important partner in the short term. Make a conscious effort to talk to them.
- Announce the change openly and professionally.
- Please request technical support for exporting.
- Set clear deadlines and responsibilities in writing.
Risk management: What to do in the event of blockages?
If the previous provider stonewalls or proves uncooperative:
- Refer to contractual provisions governing data use and disclosure.
- Document all communication.
- If necessary, involve IT, the legal department or data protection officers at an early stage.
4. Plan data migration
Migrating content, user accounts and configurations from the old system to the new one is the most technically challenging part of switching providers. Taking a structured approach here can minimise risks and enable a seamless transition without data loss, frustration or duplication of work.
What needs to be migrated?
Not everything has to be transferred. However, there is some content that must be included in the new system.
- User accounts & permissions: Should these be created manually or transferred automatically?
- Media content & files: What format are they in? Can they be downloaded?
- Structure & metadata: categories, tags, user groups
Create a table summarising what needs to be transferred, what is optional and what is omitted.
Check technical interfaces and formats
The migration stands or falls with the technical compatibility of both systems.
- Does the current provider offer export interfaces or APIs?
- What formats does it provide? (CSV, JSON, XML, proprietary)
- Can the new system read the data or does it need to be converted?
- Can external tools help, e.g. for mass imports or data cleansing?
Define migration strategy
You have various options for how the change can take place:
Quality assurance and testing
Before going live, you should plan a structured test phase:
- Are user rights and data content correct?
- Are there any duplicate, incorrect or missing entries?
- How are pilot users responding to the new app?
A small test team or task force with users from different departments helps to cover different perspectives.
5. Internal and external communication strategy
Changing providers does not only affect IT or project managers. It has an impact on many parties involved: from end users and executives to external stakeholders. Well-thought-out communication creates acceptance, reduces resistance and ensures a smooth transition.
Provide information early on – and manage expectations
Transparency is key. Inform internal target groups as early as possible:
-
Why is the change being made?
(e.g. improved usability, new features, enhanced data protection) -
What exactly is changing?
(Operation, login procedure, content) -
When and how?
(Conversion process, planned downtimes, pilot phase)
Formulate the advantages from the user’s perspective, such as ‘Faster access to content’, ‘Easier navigation’, etc.
Communicate in a target group-specific manner
Not all stakeholders require the same information.
- Employees / internal users → practical guidance, new features, contact persons
- Managers/decision-makers → strategic reasons, investment security
- External partners/customers (e.g. for event apps) → new login details, user guides, contact options
Actively shaping change communication
Changing providers is often more than just a technical project. It affects established habits. That is why active support is worthwhile.
- Workshops or Q&A sessions on the new app
- Interactive tutorials or videos
- Pilot groups that provide feedback and serve as multipliers
- Interactive elements to give the introduction a positive charge
Onboarding & Support strukturieren
Guide users through the transition in a targeted manner:
- Provision of onboarding materials (PDFs, videos, checklists)
- Helpdesk or in-app support
- Clear responsibilities & accessible contact persons
6. Go-live & follow-up
After intensive preparation, the time has finally come: the new app is going live. But now more than ever, it is important to proceed systematically in order to minimise risks and provide users with the best possible support.
Structure the go-live
Whether it’s a big bang or a phased rollout, the go-live needs a clear process:
- Fixed date with lead time and communicated schedule
- Checkliste für technische Abnahmen (Daten vollständig? Funktionen erreichbar?)
-
Fallback scenario in case of problems
(e.g. parallel access to legacy system, technical contact person available)
If possible, avoid going live during critical phases for the company (e.g. events, quarterly financial statements).
Supporting the transition
Gerade in den ersten Tagen nach dem Wechsel ist Unterstützung kritisch.
- Reminder emails with access details, information and support contacts
- Onboarding-Reminder in der App (z. B. Tooltips, Touren, Videos)
- Quick response to queries. Preferably with a dedicated contact person.
The more positive the first impression of the new app, the faster its acceptance will grow.
Obtain feedback
Take advantage of this opportunity to gather genuine user opinions.
- Short surveys on satisfaction with the change
- Rückmelde-Formular für technische oder inhaltliche Probleme
- Interviews with selected users for qualitative evaluation
This will not only earn you appreciation, but also provide you with valuable tips for optimisation.
Change communication checklist: How to make your change process a success
How can you communicate change successfully? Use this checklist to plan all your communication measures, including practical examples and tips.
Avoid common pitfalls when switching providers
Even with the best planning, switching providers can fail. Not because of technology, but because of human, organisational or strategic oversights. If you are aware of these typical pitfalls, you can take targeted countermeasures and ensure a smoother transition.
No clear person responsible for the project
Problem
The change of provider is done ‘on the side’ and then gets stuck in the priority gap.
Solution
Appoint a dedicated project team with clear roles. Ideally, this should include IT, communications and specialist departments.
Unclear or overly vague requirements
Problem
Those who do not know exactly what they need rarely get what they want.
Solution
Invest sufficient time in the requirements analysis (see step 1) and document the mandatory and optional criteria in detail.
Incomplete or chaotic data migration
Problem
Missing content, duplicate users or lost permissions lead to frustration and a loss of trust.
Solution
Create a structured migration concept with a clear data inventory (see step 4) and test it before going live.
The old provider is blocking the transfer
Problem
Some providers show little interest in a clean exit, whether due to technical limitations or deliberately delayed communication.
Solution
Clarify your rights in advance, document the handover processes in writing (see step 3) and allow for some extra time.
Users are involved too late
Problem
The change is seen as a purely IT project, and users are ‘surprised’ by the new app.
Solution
Focus on transparent communication, comprehensible onboarding materials and early involvement of the target groups (see step 5). Our article on change communication can also help here.
After going live, follow-up work is lacking
Problem
The change has been technically completed, but the project will be closed immediately.
Solution
Allocate time and resources for feedback, optimisation and further development (see step 6).
Our experience and expertise in switching providers
As a provider of solutions for employee apps and event apps for companies of all sizes, we have frequently assisted customers who have switched from an existing platform to ours. In doing so, we have gained a clear insight: changing providers is not purely a technical process, but rather a transformation project. Accordingly, we highly recommend our blog article on the topic of change communication.
What we consider to be the greatest challenge
In practice, it has been shown time and again that the biggest hurdles are not the migration itself, but rather the combination of unclear source data, a lack of exit support from the old provider, and fears of user loss or acceptance problems.
This is precisely where we come in, with clear processes, an experienced project team and structured checklists. We guide our customers successfully through the transition step by step.
Where we see the greatest opportunities
Changing providers is the perfect time to rethink outdated structures, reprioritise user needs and finally design processes in line with today’s requirements.
After switching, many of our customers report significantly higher user satisfaction, lower support costs (after the introductory phase) and better integration into their system landscape.
Why we are the right partner for you
We know that switching providers is often a sensitive issue. That’s why we support our customers in a transparent, personalised and solution-oriented manner. This starts with exit preparation and continues through to the successful introduction of the new platform. Our aim is not only to transfer data, but to create real added value.
Talk to us about your planned change. Our team will be happy to advise you.
Changing providers as a strategic opportunity
Changing providers is more than just a technical move. It is an opportunity for a genuine fresh start. Companies that take a structured approach to this step will benefit in the long term from better tools, more satisfied users and greater control over their digital infrastructure.
Yes, change requires planning, resources and internal coordination. But with an experienced partner at your side, uncertainty turns into a clear roadmap and risk becomes a strategic investment in your future.
📢 Download white paper:
Our free white paper provides you with a checklist for switching providers, templates for needs analyses and tips on data migration. Ideal as a basis for your internal project team.
Or speak to us directly. We will be happy to advise you on your plans to switch!
