Services
Healthcare third-party administrator(TPA)
Challenges / Objective
The client needed to urgently migrate from an existing Salesforce-managed Amazon Connect environment to a new AWS account and standalone Amazon Connect instance. The transition had to be completed within weeks, with zero tolerance for disruption to customer service operations or call handling. Challenges / Objective
Mphasis mobilized quickly to stabilize the program and execute a parallel migration strategy. The team led focused discovery sessions, identified Salesforce dependencies and risks, defined a clear MVP, and established a new AWS account and Amazon Connect instance independent of Salesforce. The approach combined rapid discovery, risk assessment, MVP-first delivery, hands-on configuration, validation, and enablement to support a smooth transition.
This engagement underscored Mphasis’ ability to respond with speed, solve complex migration challenges, and deliver measurable business value under real-world constraints.
Business continuity preserved under extreme time pressure, with no disruption to customer call handling
Platform independence achieved, eliminating reliance on a Salesforce managed Amazon Connect environment
Risk significantly reduced through early identification and mitigation of identity, billing, and telephony ownership issues
Confidence restored for client's stakeholders through clear ownership, documentation, and operational enablement