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Zendesk to Salesforce Migration

About The Company:

Our client, a growing company, was using Zendesk for their support operations while managing customer data on Salesforce. However, they wanted to centralize their customer-facing teams by moving from Zendesk to Salesforce Service Cloud.

Customer Challenges:

The following were a few challenges coming in the process, such as :

  • Preserve data types, specifically the various notification types used in Zendesk, during the migration to Salesforce Service Cloud
  • Retain and migrate a massive amount of customer data, including bot comments, to the new instance with the same creation dates and comment times
  • Maintain integration with Slack, which was integrated with their Zendesk, during the migration to Salesforce Service Cloud
  • Configure the new Salesforce instance to meet the customer's desires and needs
  • Added new tools and automated processes.
  • Preserved integration with other tools and customized features used by the customer
  • Have an Omnichannel Business process Environment accessible from all devices and platforms.
  • Reduction in storage cost

Solutions:

We Proposed and implemented the following solutions:

  • Conducted an in-depth analysis of the notification types used by the customer and created a customized solution to preserve all data types during the migration process.
  • Created a data migration plan and a customized solution to ensure the seamless customer data migration, including bot comments used by internal employees.
  • Configured the Salesforce Service Cloud instance to integrate with Slack and created a customized solution to ensure seamless data integration between the two platforms.
  • Created customized solutions to add new tools and automate processes according to the customer's requirements. Provided training to the customer's team to effectively use the new tools and processes.
  • Conducted an in-depth analysis of the client's existing tools and features and created customized solutions to preserve the integration of these tools and features in the new Salesforce instance.
  • Proposed switching to Service Cloud over Zendesk to have omnichannel functionality.
  • To attain cost reduction migrating to Service cloud seems the best option.

Results:

The successful migration from Zendesk to Salesforce Service Cloud resulted in several positive outcomes for the client. These outcomes included:

  • Centralized Platform: The migration to Salesforce Service Cloud enabled the client to centralize its customer-facing teams on a single platform, resulting in better communication, collaboration, and efficiency across teams.
  • Preserved Data Types: All data types, including various notification types, were preserved, ensuring smooth functionality and better customer service.
  • Moved to Service Cloud: The client switched to Salesforce Service Cloud, enabling them to have omnichannel and better cross platform functionality across devices.
  • Retained and Migrated Customer Data: All customer data was migrated seamlessly to the new Salesforce instance, including bot comments used by internal employees, with the same creation and comment dates and times.
  • Integration with Slack: The integration with Slack was successfully maintained, allowing for seamless team communication and collaboration.
  • Moved to Community Cloud: The client's community was moved to Salesforce Community Cloud, enabling better customer engagement and management of community activities.
  • Storage Cost cut: after switching to Service Cloud , storage cost reduced significantly because cloud storage always has an edge over legacy systems like Zendesk.

Technology and Tools used :

Zendesk, Salesforce Service Cloud, Slack

Conclusion:

Our team at CloudCache Consulting delivered a successful migration from Zendesk to Salesforce Service Cloud for our client. We were able to preserve all data types, maintain integrations with other tools and features, and configure the instance to meet the customer's business needs. With our quality Salesforce professional resources, we are committed to delivering high-quality services to our clients and ensuring their satisfaction. We will continue to support our clients and help them leverage the full potential of their Salesforce instance. Contact us today.

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