Service Cloud Migration

We successfully migrated 10 years of data, including over 40,000 cases, from a legacy Freshdesk system to Salesforce Service Cloud. This transition enabled the customer to consolidate expenses within Salesforce, eliminating the need for Freshdesk licenses and saving money. It also enhanced visibility for their reps, who no longer had to switch between platforms, and allowed the creation of holistic reports across both sales and service organizations.

The Process
Every migration begins with understanding what users value in their legacy system. We identified the key features and functionality Freshdesk users wanted to retain in Salesforce, using those as requirements for the Service Cloud build. Through iterative rounds of building and testing, we crafted a system that enhanced visibility and functionality for users.

Once the requirements were implemented, we turned our focus to data migration. Starting with historical data, we analyzed, cleaned, and migrated it to Salesforce for accuracy. Gradually, we worked up to the most recent data to ensure a seamless transition.

With the data fully migrated and requirements built in Service Cloud, we launched a Salesforce Community for service users. Over a weekend, we redirected their website to the new Salesforce Community, spun up custom URLs, and backfilled all current data. Following this, reps began working directly in Salesforce, providing their customers with access to the new Community.

The Outcome
By the end of the month, the company had fully transitioned from Freshdesk to Salesforce. They could now spin up Knowledge Articles more efficiently in Salesforce Community, provide their reps with complete visibility of the customer lifecycle from Prospect to Customer, and enjoy the cost savings of consolidating platforms. This migration was a turning point for their operations, enabling better collaboration and streamlined processes.