Connecting an existing case system
Running Hendl alongside a system you are not ready to switch off.
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Most teams cannot switch a case system off on a Friday. Running both for a period is normal, and the thing to decide first is which one is authoritative.
Pick one source of truth per field
Not per system — per field. A workable split:
| Field | Authoritative in |
|---|---|
| Case status and stage | Hendl |
| Customer contact details | Your CRM |
| Payment and financial status | Your finance system |
| Correspondence history | Hendl |
Write the table down before configuring anything. Two systems both believing they own a field is the failure that produces "which one is right?" months later, and by then both are wrong in different ways.
Configure the connector to match
For each field, the connector either reads it (someone else owns it) or writes it (Hendl owns it). Never both for the same field.
Sequence
- Read-only connector first. Let it run a fortnight, and compare the two systems by hand on a sample.
- Add writes for one field. Watch it for a week.
- Add the rest.
The temptation is to configure everything and turn it on. The cost of that is that when something is wrong you have no idea which of eleven mappings caused it.
Switching the old system off
When you do, take an export first, and keep it somewhere you can read without a licence to the old product. An export you cannot open is not a backup.