1. Client Experience Guide & Transition Plan
SAM2CAR Transition
Client Experience Guide & Transition Plan
November 11, 2018

2. Creating a Seamless Transition Experience
American Express had developed a comprehensive transition plan and allocated the required resources to ensure that all clients have an optimal experience as they move from SAM to CAR. Prior to the transition, initial shell sites will be set up for each client and any required Mappers will be developed to accelerate conversion and replicate custom functionality.
Each client transition will take approximately 12 weeks and clients will be grouped based on the complexity of their SAM applications. Conversion activities will take place in five carefully constructed phases beginning with communication, engagement meetings, and development and testing followed by training, and culminating in the actual switch from SAM to CAR, which will occur over the final weekend of the last week. Post validation activities will take place the week after conversion, and SAM will be available for one month after the last client has been moved to CAR.
Your Manager of Account Development (MAD) and the Technology Enablement Consultant (TEC) assigned to your account will help you every step of the way to ensure a positive transition experience. Toward that end, the following document contains an overview of the activities that will take place from the client’s perspective to help you prepare for a successful transition to CAR!

3. High Level Overview of Client Side Transition Activities
Phase
SAM
CAR
Pre
Month 1
Month 2
Month 3
Post
Communication
Initial communication to Cardmembers on transition to CAR
Notification of CAR training dates & times
Final reminder on transaction cut-off dates and CAR “go live” date
Engagement Meetings
1st meeting with MAD & Technical Sales Manager
Client webinar/ overview session
2nd meeting with MAD
1st meeting with TEC; additional meetings may be scheduled where necessary
Development & Testing
CAR file testing and site development as needed
Training
Training for CAR begins
Validation
Call with MAD & PMs to debrief & close transition

4. Approx. Time Investment (hrs.) Lead (+Client Resources)
Client Side Transition Activities: Detail
Phase
Activity/Event
Client Action Item
Approx. Time Investment (hrs.)
Lead (+Client Resources)
Dates
Communication
Cardmember Communication
Send out s to cardmembers
Alerting them to transition
Informing them of training dates/times
Reminding them to log into CAR instead of SAM and transaction cutoff dates
1.5
Client
Engagement
Meetings
First meeting with MAD &Technical Sales Manager
Participate in meeting 2
MAD
Client webinar/overview session 1
Follow-up meeting with MAD
First meeting with TEC
2.5
Client (IT, PA)
Development & Testing
Client Side Development
0.5
Client (IT)
Automated secure file transfer testing
Upload files
Client w/ TEC (IT)
Test validation files: outbound COA, LIN, POA
Work with TEC team 2+
Inbound extract files from CAR application
Validate that the file will import to the client system
Cardmember Manager, BCA Manager, Accounting Manager & vPayment Requester registration
Manually register users X
Training
Training on and Customized Reporting
Participate in scheduled training on the CAR applications where necessary
PAs – 2+
Cardmembers –1
Transition Team (Cardmembers)
Validation
Follow-up/project closure call
Discuss transition experience
TEC (PA, IT)
SAM historical data extracts (if necessary)
Client tech team to leverage Oracle instance to obtain data

5. Approx. Time Investment (hrs.) Lead (+Client Resources)
Client Side Transition Activities: Detail [Print Copy]
Phase
Activity/Event
Client Action Item
Approx. Time Investment (hrs.)
Lead (+Client Resources)
Dates
Communication
Cardmember Communication
Send out s to cardmembers
Alerting them to transition
Informing them of training dates/times
Reminding them to log into CAR instead of SAM and transaction cutoff dates
1.5
Client
Engagement
Meetings
First meeting with MAD &Technical Sales Manager
Participate in meeting 2
MAD
Client webinar/overview session 1
Follow-up meeting with MAD
First meeting with TEC
2.5
Client (IT, PA)
Development & Testing
Client Side Development
0.5
Client (IT)
Automated secure file transfer testing
Upload files
Client w/ TEC (IT)
Test validation files: outbound COA, LIN, POA
Work with TEC team 2+
Inbound extract files from CAR application
Validate that the file will import to the client system
Cardmember Manager, BCA Manager, Accounting Manager & vPayment Requester registration
Manually register users X
Training
Training on and Customized Reporting
Participate in scheduled training on the CAR applications where necessary
PAs – 2+
Cardmembers –1
Transition Team (Cardmembers)
Validation
Follow-up/project closure call
Discuss transition experience
TEC (PA, IT)
SAM historical data extracts (if necessary)
Client tech team to leverage Oracle instance to obtain data