1
Start with inventory and ownership
- List tools by function (ticketing, docs, chat, automation, analytics).
- Identify the real owner for each tool (budget + configuration responsibility).
- Capture critical dependencies: SSO, email, data exports, and integrations.
2
Rationalise by outcome, not preference
- Remove overlap first: multiple tools doing the same job is a hidden tax.
- Prefer tools that are supportable with your team's skills and time.
- Decide what must be UK/EU hosted or self-hosted based on data sensitivity.
3
Migrate safely
- Define minimum viable migration: what must move on day one vs later.
- Run parallel where needed, then cut over with clear comms and a rollback plan.
- Document the new process and train people on the 'why', not just the clicks.