Software Implementation: Cutover Planning for Blackbaud CRM

by Leah Mitchell, PMP, Director, and Stacey Segal, COO

During a software implementation, cutover is the moment when months (or years) of planning, testing, and decision-making all converge—and when the risk to daily operations is at its highest. For nonprofit/advancement teams, even a short period of downtime can disrupt fundraising, reporting, and donor relationships.

Understanding what happens during cutover, how data conversions work, and what to expect before, during, and after go-live can help organizations prepare realistically, reduce staff stress, and ensure a smoother transition to a new CRM. This post walks through the key phases of cutover planning and execution, using a Blackbaud CRM™ implementation as an example.

During a software implementation, the cutover is the period of time when an organization stops using its legacy system to manage its constituents and starts using its new CRM. This is a perilous time for a project; an organization needs a proper cutover plan in place to minimize downtime for staff members who use the system.

Part of cutover planning involves a series of Conversion Test Runs. When an organization moves from its legacy CRM system to Blackbaud CRM, for example, a series of Conversion Test Runs (TR1, TR2…) is run before the final Data Conversion. These Conversions convert data from the legacy CRM system's format to Blackbaud CRM's format.

Much of the work involved in moving an organization from one CRM to another involves mapping which fields data comes from in the old system to which fields it goes in the new system. This ensures that all legacy data is accounted for and will convert successfully into the new system during the Conversion.

Generally, cutover planning involves following a detailed checklist with 50 or more items that must be tracked diligently to achieve a smooth cutover. Here are some of the broader steps involved in managing a successful cutover.

Before the legacy system is shut down, a variety of steps need to be undertaken. These steps include making sure that any issues from the previous Conversion validation have been addressed and verified, that data has been cleaned up and is ready for the final Conversion run, and that backups are taken of all databases that will be involved in the final Conversion.

At this point, end-user access is restricted to “View Only” so that databases will not change before the final Conversion is run. During this time, end users are often trained on the new Blackbaud CRM system so they can be up and running on it once it is in place.

It is important to note that during the cutover, there will be a period when both systems are down, and end users will not be able to do their jobs in either system. This time should be planned with care, with actions taken to minimize downtime for end users, and expectations set for when both systems will be unavailable.

The Final Run Conversion takes place once the Conversion Test Runs have demonstrated that all data will convert successfully from the old system into the new system. Once the Final Run Conversion is complete, an initial round of Quality Assurance is run on this Conversion to ensure it worked properly. General Ledger Accounts and Segment Mappings are then imported into the new system. After a backup has been created, the Production Environment is restored in Blackbaud CRM™.

This Production Environment is then delivered to the client, including all client data.

Once the Blackbaud CRM™ Production Environment has been restored, the new system is ready for end users to start using. Before this happens, the Blackbaud Data Warehouse™ is refreshed, and data that has entered the new system is validated. Gift officers are identified as Fundraisers to begin their work.

Post-go-live scripts run to ensure all Constituent records with data have primary addresses, phone numbers, and email addresses assigned, and to add default name formats to all documents. An initial Post to General Ledger process is run to mark the last three Fiscal Years as Posted.

During this phase, a variety of configurations and clean-up tasks are also run to ensure that the data in the new system is appropriately set up. Gifts that came in during the cutover period, when both systems were unavailable, are brought into the new Blackbaud CRM™ system.

Once the Blackbaud CRM™ system is live, end users are brought into the system to begin using it to do their work. Post-go-live training is provided to help users hit the ground running with Blackbaud CRM™. Data is cleaned up post-go-live, and surveys may be conducted to gather feedback on the process of migrating from one CRM to another. A transition to the Blackbaud Support Team is underway to ensure that any general questions or issues users have with Blackbaud CRM™ are tracked and managed appropriately.

Finally, a Project Closure Report is delivered to summarize the work completed. At that point, the combined project team can celebrate the success of a successful cutover.

A successful cutover is less about heroics and more about preparation, communication, and discipline. As an organization approaches cutover, planning for downtime and communicating it clearly helps ensure that system unavailability feels intentional rather than chaotic. Conversion Test Runs should be treated as non-negotiable, as they are the primary way to identify and resolve issues before production data is affected.

Restricting access to the legacy system at the right time protects data integrity, while both pre- and post-go-live training help users transition smoothly into the new system. It is also important to expect some cleanup after go-live, as configuration adjustments and data validation are a normal part of the process rather than a sign of failure. Finally, clearly defining ownership and transitioning to a support team ensures that issues are managed effectively and that the project can close with confidence.

Cutover is a demanding but manageable phase of a CRM implementation. With thoughtful planning, realistic expectations, and the proper support in place, organizations can move through cutover with minimal disruption and begin realizing the value of their new CRM with confidence.

Cutover Survival Guide: What to Know Before You Cross the Line

A successful cutover is less about heroics and more about preparation, communication, and discipline. As your organization approaches cutover, keep the following best practices in mind:

1. Plan for downtime—and communicate it clearly. There will be a period when neither system is available. Set expectations early with end users, leadership, and external stakeholders so downtime feels intentional rather than chaotic.

2. Treat Conversion Test Runs as non-negotiable. Test runs are not a formality; they are how issues are discovered before they affect production data. Validation, remediation, and re-testing are essential to a successful Final Run Conversion.

3. Lock data at the right time. Restricting access to “View Only” before the final conversion protects data integrity. Any late changes outside the plan can introduce risk.

4. Train before and after go-live. Pre-go-live training helps users become familiar with the new system, while post-go-live training helps them use it effectively. Both are critical—and neither should be skipped.

5. Expect cleanup after go-live. No conversion is perfect. Post-go-live data cleanup, configuration adjustments, and validation are a regular part of the process, not a sign of failure.

6. Define ownership for what comes next. A clear transition to the support team ensures issues are tracked and resolved. This allows the project team to close out confidently and prevents post-go-live confusion.