Client Overview
Industry
Telecommunication Services
Region
Europe (Portugal)
Company Size
Large Enterprise
Featured Solution
Khoros to inSided Community Data & Role Migration
About the Client
The client is a leading mobile and fixed telecommunications service provider. Its services were first piloted in Lisbon in 2006 and later expanded to regions including Castelo Branco and Porto, supporting a rapidly growing customer base across Portugal.
The Context
The client needed an online community migration from Khoros to inSided (now known as Gainsight Customer Communities) to ensure long-term platform stability, scalability, and operational continuity. The migration required moving all community data quickly and accurately, with zero data loss and no disruption to active users.
However, structural differences between the two platforms, particularly in content formatting and role management, created significant barriers. Addressing these challenges upfront was essential to preserve data integrity and maintain a seamless user experience.
What Stood Between Khoros and inSided
These mismatches stood in the way of the user database migration.
Incompatible Data Formats
Khoros exports community data in XML, which could not be directly ingested into inSided’s SQL-based backend without extensive transformation.
Non-Standard Content Tags
Khoros-specific tags were not compliant with standard HTML and were unsupported by inSided.
Role Structure Mismatch
User roles managed in the Khoros admin backend did not align with inSided’s more limited native role framework, requiring careful remapping of roles and permissions.
Character Encoding Constraints
The Portuguese-language community contained multi-byte UTF-8 characters that were incompatible with inSided’s default database schema, risking display issues or data corruption.
How We Enabled a Seamless Khoros-to-inSided Migration
Here’s how our community platform migration services overcame the roadblocks:
- Created a Migration-Ready Source Database:
- Transformed Khoros XML exports into a SQL database using a Python-based conversion tool, enabling structured and error-free ingestion into inSided.
- Standardized All Community Content:
- Replaced Khoros-specific tags with inSided-supported BBCodes, ensuring proper rendering of mentions and media.
- Aligned User Roles With Platform Constraints:
- Mapped Khoros roles to inSided’s normalized role model and introduced custom role configurations to satisfy administrative workflows.
- Resolved Character Encoding Issues:
- Migrated the database to a utf8mb character set to ensure compatibility with Portuguese-language content.
Impact of this Online Community Migration
The client successfully completed the migration from Khoros to inSided with zero data loss and no disruption to the live community operations. All posts, media assets, and user mentions rendered correctly on inSided. Administrative permissions were preserved through accurate role mapping, and language-specific content remained fully intact.
The result: a stable, fully usable community environment ready to support day-to-day engagement and future growth.
Key Results at a Glance
100%
Data Migrated with Zero Data Loss
No Disruption to Live Community Operations
Custom Admin Roles Implemented
All Content & Media Fully Compatible With inSided
Where This Leaves the Client
The Khoros to inSided migration delivered a clean, functional, and scalable community environment. With preserved content structure, accurate role management, and improved platform compatibility, the client is now positioned to manage and grow their community more effectively.
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