Cloud ERP Implementation: How Enterprises Can Modernize Without Disrupting Customers

Enterprises usually have multi-year technology roadmaps, which means moving to the cloud is going to happen, but the shift needs to be gradual and without disruption. Organizations in sectors such as manufacturing, construction, and healthcare in particular, continue using highly customized on-premise ERP systems. While these systems get the job done, they restrict agility, scalability, and AI-powered insights.

Modernization carries the threat of service downtime, annoying clients and affecting brand image. To upgrade legacy systems, switch to cloud infrastructure, or introduce AI-driven automation, companies need to find a fine balance—be innovative while maintaining a smooth experience for their users.

According to Mari Cross, Chief Customer Officer, and Frank Resink, EVP Global Professional Services, enterprises can achieve modernization without disruption by focusing on customer-centric strategies, leveraging phased implementation, and ensuring proactive communication. In this article, they share key insights, best practices, and real-world examples of how organizations can successfully transform while maintaining a frictionless customer experience.

“Innovation and customer support go hand in hand,” says Mari Cross. “We are fully committed to supporting all our products while continuously investing in new solutions. This requires meeting customers where they are—whether they are running legacy systems or transitioning to the cloud.”

Infor’s strategy focuses on parallel innovation—maintaining legacy support while embedding AI and automation capabilities into new and existing solutions.

Ensuring Smooth ERP Implementation

When it comes to ERP (Enterprise Resource Planning) implementation, the process is complex and requires careful consideration of multiple factors. Frank Resink shares that successful implementation begins well before the project is launched.

“One of our key differentiators is early engagement with customers. Our delivery teams assess implementation complexity, solution fit, and industry best practices from the outset. This helps mitigate risks and ensures smoother adoption.” Resink explains.

Key Steps for a Smooth ERP Transition

1. Early Readiness Assessment: Understanding customer needs and evaluating their industry-specific challenges.

2. Industry Solution Scoring: Assessing how well solutions align with business requirements.

3. Engage Workshops: Conducting deep-dive sessions to review best practices and define customization requirements.

4. Data Migration Strategies: Ensuring clean and structured data is transitioned efficiently.

5. Post-Go-Live Optimization: Providing ongoing support to optimize system performance and ensure continuous improvement.

Making AI Accessible for All Customers

Another key theme in the discussion is the Democratization of AI.

For organizations that lack in-house data science expertise, implementing AI and automation can seem like an insurmountable challenge. However, Resink and Cross emphasize that AI solutions are increasingly being packaged with out-of-the-box use cases. "We leverage AI and automation platforms, along with data capture capabilities, to pinpoint where automation can drive the most value for customers," explains Resink.

AI-powered automation is revolutionizing ERP implementations, making them faster, smarter, and more efficient. “Customers don’t always have in-house AI expertise,” Resink notes. “That’s why we provide pre-configured AI use cases that deliver measurable benefits in weeks.”

Infor’s Advanced Services Team helps bridge the AI expertise gap, assisting customers in deploying AI-driven process automation, predictive analytics, and machine learning-based insights. A significant portion of this team is based in India, leveraging the country’s strong tech talent pool to scale operations globally.

Mari Cross adds that their Advanced Services Team assists customers of all levels of expertise, providing cost-effective support and eliminating the need for customers to build their own AI capabilities from scratch. "This team is growing rapidly, especially in India, which has a strong tech talent pool," she notes.

Industry-Specific AI Solutions

AI and automation have the potential to transform multiple industries. For example:

• Construction: AI-driven project scheduling and predictive maintenance.

• Manufacturing: Automated quality control and supply chain optimization.

• Retail: Personalized customer engagement and dynamic pricing.

• Healthcare: AI-powered patient scheduling and predictive diagnostics.

Companies like NCC (a leading construction firm) and GMM Pfaudler (a global process equipment manufacturer) have successfully implemented Infor’s cloud solutions, leveraging AI to streamline processes and reduce manual effort.

By integrating industry-specific use cases and offering pre-configured AI tools, organizations can implement these technologies faster and more effectively, without needing to develop complex systems from the ground up. This approach is helping drive the broader adoption of AI across industries.

Data Migration: The Foundation for Cloud Success

One of the most significant challenges in ERP and cloud migrations is data quality. Frank Resink emphasizes the importance of starting the data migration process early, ensuring that data is clean and relevant before it is transferred to the cloud. "Data governance is critical," he says, explaining that maintaining accurate data is essential for successful AI implementation. 

"Poor data quality can derail even the most well-planned transitions."

In line with this, Infor acquired Albanero, a data automation company, to enhance its data governance and migration capabilities.

Best Practices for Data Migration

1. Start Early: Initiate data cleansing well before migration begins.

2. Merge Data Elements: Consolidate disparate data sources for consistency.

3. Structured Migration Approach: Perform multiple iterations to refine data quality.

4. Ongoing Data Governance: Maintain data integrity post-migration to support AI-driven insights.

The integration of AI-driven data mesh principles ensures a smooth and error-free transition, making cloud adoption a less daunting process.

Cross echoes this sentiment, pointing out that integrating data mesh principles and proprietary AI models is key to ensuring a seamless and efficient migration process. With these strategies in place, organizations can migrate to cloud-based systems while maintaining data integrity and setting the stage for successful AI integration.

Common Pitfalls in Cloud ERP Implementation

Many organizations struggle when transitioning from on-premise systems to the cloud, often sticking to old practices rather than embracing cloud-native approaches. Frank points out, “The most common mistake is thinking with an on-premise mindset. Sticking to old, highly customized processes instead of adopting cloud best practices creates inefficiencies.”

Mari emphasizes that ERP implementations present a rare opportunity to reassess business processes: “We encourage our customers to take advantage of this moment to optimize their operations and embrace best practices.”

A successful example of this transformation of a French company that harmonized its global operations by transitioning from four on-prem platforms to a single multi-tenant cloud ERP in just 13 months. This move streamlined their business processes across regions, demonstrating the power of embracing cloud solutions.

Key Success Factors for ERP Implementation

When it comes to large enterprises, several factors determine the success of an ERP implementation. Frank identifies three critical elements:

1. Governance Model: “Establish clear alignment between the vendor and the customer at all levels.”
2. Change Management: “Prepare for change—especially when moving to the cloud, large enterprises are often harder to transform.”
3. Data Readiness: “Master your data. Cleanse, migrate, and ensure it’s ready to unlock the full value of AI and machine learning.”

Mari also underscores the importance of strong executive support: “Change management has to come from the top. There will be moments when the commitment to standard processes is challenged, and strong leadership is crucial to keeping the transformation on track.”

Tracking Customer Success

To measure the effectiveness of customer success initiatives, Mari Cross highlights the importance of monitoring customer sentiment and value realization.

"We track various operational and financial metrics, but our primary focus is on customer sentiment and product adoption," Mari Cross explains.

By gathering real-time feedback and identifying areas where customers derive the most value, the company is able to adjust strategies and ensure that clients continue to benefit from their solutions.

Continuous engagement after implementation, particularly in a multi-tenant cloud environment, is very important. "Staying stagnant means missing out on innovation," he cautions. To prevent this, the company conducts regular optimization reviews and workshops, helping customers identify new opportunities for automation and process optimization.

Successful ERP implementation isn’t just about going live—it’s about sustaining long-term innovation. “Waiting until after go-live to future-proof operations is too late,” says Cross.

“We prepare customers well in advance by ensuring they have the necessary skills, understand cloud release cycles, and can scale effectively.”- Mari Cross

Infor’s strategy includes:

• Facilitated Workshops: Helping customers identify and implement best practices.

• Optimization Reviews: Aligning IT roadmaps with business goals.

• Continuous Engagement: Keeping customers updated with the latest cloud innovations.

Trends in Cloud and AI Adoption

India has emerged as a key player in cloud and AI adoption. Organizations are increasingly investing in AI-driven automation, with a focus on reducing operational overhead and enhancing agility. According to industry reports, India’s cloud market is expected to reach $16 billion by 2025, growing at a CAGR of 22%.

A notable trend is the shift from purchasing technology to purchasing outcomes. Rather than investing in standalone AI solutions, businesses prefer packaged AI services with pre-built automation, ensuring faster ROI and simplified deployment.

The conversation also touched on broader trends in cloud and AI adoption, both globally and in India. "There's a strong appetite for these technologies because they offer significant value," says Mari Cross. AI and automation are particularly appealing because they reduce the overhead associated with traditional SaaS adoption. These technologies deliver quicker, measurable value, making them easier to integrate and more impactful for customers.

Navigating Regional Challenges in Service Quality

For a global company like Infor, maintaining consistent service quality across various regions requires careful attention to localization, compliance, and language differences. Mari Cross highlights the need for regional expertise: “We have to manage language differences, compliance regulations, and localization requirements, which require deep market understanding.”

In multi-tenant cloud environments, localization is crucial. Mari explains, “True localization takes a deep understanding of the market,” stressing the importance of agility in responding to new regulations, especially in fast-evolving regions like India. Frank Resink adds, “It’s about thinking globally and acting locally—ensuring we have the right language support and resources available in different regions.”

The Future of ERP is Intelligent and Agile

As businesses navigate digital transformation, the convergence of cloud, AI, and automation will redefine ERP implementation. Infor’s approach—blending innovation with strong customer support—demonstrates how enterprises can successfully transition to the future while maintaining stability.

For companies looking to embark on their cloud journey, the key takeaway is clear: Adopt AI-driven automation, ensure data integrity, engage in early planning, and prioritize customer success.

With India playing a pivotal role in global technology talent, the country is poised to lead the next wave of enterprise digital transformation. The future of ERP is not just about technology—it’s about enabling intelligent, agile, and data-driven enterprises that are ready for the next era of business innovation.