Jul 11, 2025
Let’s be honest — replatforming is one of those words that makes people shift uncomfortably in their chair. It conjures images of bloated timelines, cross-functional chaos, and endless spreadsheets titled something like “Integration_Priorities_FINAL_v9_(1).xlsx”.
For many retailers, the idea of swapping out the very thing their business runs on is about as appealing as a colonoscopy — necessary, but unpleasant, and better left for another year.
Why It Feels Like Pain
Replatforming usually kicks off with high hopes and a lovely pitch deck.
But somewhere between “strategic alignment” and “UAT phase 2”, it all gets a bit… real.
Here’s what typically goes wrong:
The project gets scoped based on the ideal version of your processes — not the messy real-world ones that involve Sandra’s undocumented Excel macros from 2017.
Everyone forgets that replatforming isn’t just tech — it’s culture, operations, data, people.
Stakeholders vanish until go-live week when suddenly they care deeply about dropdown filters.
You discover half your customer data lives in five different tools. And none of them agree on what a “customer” is.
The Good News: It Doesn’t Have to Be This Way
Replatforming can be one of the highest-leverage things you do — but only if you treat it as a transformation, not a migration.
Here’s how to make it (almost) painless:
1. Start With Reality, Not Fantasy
Before you fall in love with a shiny new platform, do a brutally honest current state review.
What actually works in your current stack?
What processes are duct-taped together behind the scenes?
What’s tribal knowledge, and what’s documented?
Spoiler: There will be dragons.
2. Solve for the Customer and the Ops Team
Yes, we want better customer experience. But we also want Dave from support to not want to throttle the new returns system.
Make sure you’re solving for:
External CX (conversion, UX, journey)
Internal EX (admin, support, ops, finance)
Your platform isn’t just for customers. It’s for the people who run it every day.
3. Get Ruthless With Scope
Don’t try to do everything. Start with what’s critical for the next 12–24 months.
If you hear the phrase “while we’re at it…” — run.
Define:
Core MVP (must have)
Stretch scope (nice to have)
Future phase (when the team isn’t on fire)
4. Clean Your Data (Sorry, You Can’t Skip This)
Bad data on a new platform is still bad data. Don’t carry the garbage across.
Standardise customer records
Map key integrations
Validate what data actually gets used (and by who)
You’ll thank yourself later. Or at least won’t cry in a JIRA ticket.
5. Assign a Translator, Not Just a Project Manager
You need someone who speaks fluent “tech” and “business” — and can translate between DevOps, marketing, finance, and leadership.
This is where Fractional CTOs and transformation advisors come in. (Hi, 👋🏼)
Final Thought: Replatforming Is a Leverage Play
Done right, it’s the springboard for:
Better CX
Faster internal ops
Scalable data and personalisation
Lower total cost of stack ownership
Done wrong, it’s a long, expensive way to replicate your old problems on a shinier screen.
So if you’re thinking about it… Don’t just “buy a new platform.” Replatform the business. With intention, clarity, and maybe fewer spreadsheets.
Or as I like to call it: digital transformation without the therapy bills.