Order Management Platform Migration
Sep 2018 - Dec 2020
Ubisoft
Supervisor, E-Commerce Operations
Led CRC participation in Ubisoft's migration from Mercury to Tecsys Order Dynamics, a major overhaul of order intake, processing, and fulfillment integration covering key delivery, direct game entitlement, and physical merch orders.
01 // The Problem
Mercury couldn't keep up with the integrated needs of digital key delivery, direct game entitlement, and physical merch fulfillment as Ubisoft's commerce footprint grew, and migrating order management without disrupting CS workflows was non-trivial.
02 // Approach
I led the support-side migration effort by turning a risky platform cutover into a more structured transition plan.
The approach broke into four workstreams:
- Vendor partnership with Tecsys development teams to extend the cloud solution for Ubisoft's order types
- Legacy workflow mapping from Mercury into the new Tecsys order flows
- End-to-end test coverage for CS-impacting paths before cutover
- Cross-functional transition management across e-commerce development, business stakeholders, and customer support
The goal was to migrate without breaking the order types and support workflows players depended on.
03 // Outcome
Successfully migrated order management to Tecsys Order Dynamics with support for:
- digital key delivery
- direct game entitlement
- physical merchandise fulfillment
The migration also established the platform foundation that the automated refund flow later built on top of.