Don’t Be Surprised as You Ride Off Into the Sunset
There has been a great deal of consolidation in the fitness industry over the course of the past decade. Often, acquired products are maintained as they come with lots of paying customers or they provide a point solution (scheduling, CRM etc) that the acquiring company chose to buy rather than to build. Other times, software products are sunset and customers are required or given the option to move to a new product that the acquiring company has or move elsewhere.
When sunsetting a software product, companies should communicate several key points to their customers and stakeholders.
Announcement of the decision:
Vendors should clearly state that the company has made the decision to sunset the software product. There are several reasons why they may make this choice such as changes in market conditions, shifting priorities, or technological advancements.
Reasoning and context:
As a customer you should be provided with a detailed explanation of why the product is being sunsetted. This could include factors like low usage, outdated technology, high maintenance costs, or the availability of better alternatives.
Timeline and transition plan:
You should expect to receive a clear timeline for the sunsetting process, including the specific date when the product will be officially discontinued or unsupported. Additionally, you should insist on a transition plan to alternative solutions. Often companies will incentivize you to choose an internal alternative rather than leaving them to go to a competitor. These incentives could be things free migration/training, perhaps lower fees or ability to switch without a new contract
Support and maintenance:
Operators should understand the level of support and maintenance that will be provided during the transition period. This could include details about bug fixes, security patches, or limited technical support. Your vendor should be transparent about any limitations or reduced service levels during this phase.
Migration assistance:
Your vendor should offer guidance and resources to help you smoothly transition to alternative products or solutions. Insist on documentation, tutorials, or training materials to aid in the migration process.
Data and asset management:
Understand how your member data and other digital assets will be handled during and after the sunset period. Ask for details on the companies data retention, data export options, and the deletion or destruction of your data in compliance with privacy regulations.
While change can be difficult, the software sunset process does not need to be one that upends your business. With proper planning and communication you will get through it and likely end up in a better place.
