Why hanging on to a legacy CRM is costing you more than you think

Let’s be honest: Most businesses keep their old systems longer than they should, even if they're no longer the most effective choice. Why? They are familiar with their existing systems, they hold years of company data, and they may have been patched together over the years to keep things running.

However, there comes a point where the system you are used to begins to slow you down more than it helps. You and your team spend hours fixing errors, encounter reports that don’t match reality, and every small change requires a workaround. This is costing your business more, and it is usually the turning point when migration stops being optional.

Why does the old system become a problem?

Legacy platforms often carry hidden costs that most business owners don’t realise add up over time. This includes extra licenses for different apps and software, maintenance, and support. Beyond these costs, organisations also suffer from lost productivity and missed opportunities.

Legacy systems are typically difficult to connect with newer tools because, when data has to be copied between systems, mistakes follow. Your team ends up wasting hours double-checking or updating information, when this could be time that should be spent on customers or projects. Moreover, security is another risk in keeping legacy systems, as older software may not meet today’s standards for access control or data protection.

Plan before you move anything

A successful migration depends on careful planning and preparation. You can start by identifying the business data and tools that you actually need to use on a daily basis, such as customer records, financial data, reports, workflows, and integrations with other tools. You have to remember that not everything needs to be moved because some data is already outdated, some reports are no longer used, and some processes are better redesigned than copied across.

The next thing you should do is to look at the state of your data. Clean it before you move it; this means fixing duplicates, aligning formats, and removing what’s no longer relevant. Think of it like packing for a move: there’s no point taking the clutter with you.

Many service providers include migration services as part of their offerings, so it’s worth checking in advance to understand the extent of support they can provide. Some may handle the entire process, while others might only assist with specific steps. If the provider’s support is limited, hiring an experienced implementation expert can ensure a smooth and efficient migration, helping you avoid common pitfalls and technical challenges.

Understand your risks

Every migration carries risks. You might run into lost or misaligned data, or discover that backups weren’t set up correctly. Integrations—like those connecting finance, email, or reporting tools—can break if they’re not properly tested. And the human factor is just as important: if employees aren’t prepared for the change, they may resist or find ways to keep doing things the old way, making the transition more complicated.

But these are not reasons to avoid updating your systems; they are just risks that need to be accounted for in planning the migration. Backups, staged testing, realistic timelines, and early training all reduce the chances of disruption.

What can make a migration smoother?

Companies often start with a pilot implementation in one department before rolling out to everyone else. They test as they go instead of waiting until everything is finished to discover what needs to be adjusted. This helps simplify processes instead of dragging old inefficiencies into the new system. And one of the most important factors is that they give the project the time it deserves because, as is often the case in the business world, rushing during the migration process almost always creates bigger problems.

Clear communication ties it all together. When employees know what’s happening and when, there are fewer surprises and less resistance along the way.

The best thing a company should do is to provide training that’s practical, not just technical. Identify champions inside teams who can help colleagues adopt new systems and processes. Keep support close at hand during the first few months, as those early experiences set the tone for long-term success.

Where modern platforms help

One of the things that strategic transformations benefit from today is the fact that modern cloud systems are built to support easy migration. These systems offer tools for importing data, templates to reduce errors, and options for handling integrations.

Platforms like Zoho go further by providing migration utilities and support for businesses that need structured help. That doesn’t remove the need for planning, but it does give you resources that older systems never had. However, it is best to keep in mind that even with modern tools, migrations can backfire if handled without the right expertise. So make a wise choice when choosing your next platform and your implementation expert.

This is a guest post by Erica Tamparong, Marketing Specialist at FWRD CRM.

FWRD CRM is a Zoho Authorised Partner helping businesses in Australia, the UK, and the US move from disconnected tools to connected, scalable systems powered by Zoho. With over 14 years of experience across industries, they work closely with organisations to understand their challenges and implement tailored solutions that support real business needs.