FOUR REASONS TO MIGRATE TO SERVICE CLOUD
Why do we recommend growing organizations migrate from Zendesk to Service Cloud?
Managing Complex Global Environments
Through our 10+ years working on the Salesforce Platform, we've found that more and more organizations are turning to technology to help scale their business. This means, that as companies grow (in size and complexity), their systems and processes must support that scale, not hinder them.
In comparison to Salesforce, Zendesk is not built to support complex global environments or organizations with broad footprints. Specific requirements not supported often include complex escalations and collaboration across departments or groups. This often results in companies hitting the functionality ceiling during a crucial time in their evolution.
Limited Platform Functionality & Integrations
Some of our most successful service projects (high ROI on client investment) come when we integrate a large number of systems to bring the most pertinent data to be managed through one screen in Service Cloud
Zendesk has limited platform functionality and integration capabilities with legacy applications, either through an agent console or APIs, which means you're likely to be using several screens/windows/systems to manage cases.
Support for B2B Service Centers
When considering how the Service Cloud supports both B2B and B2C organizations, there are very few platform limitations (which are typically overcome through custom development).
Zendesk's platform is tailored more to support B2C service centers and less to B2B. This is where we typically find requirements like escalations, complex knowledge, multiple or product-level SLAs and/or a large number of agents.
Platform Data Access
Zendesk offers an open platform in which their customers can access their underlying data through an API. However, many report challenges in doing this on a larger scale.
This means that if your organization had a different system of record (leveraged for reporting and more), you may encouter issues when pulling in large amounts of service-related data.
TRACTION'S MIGRATION UTILITY TOOL
Migrating data from Zendesk to Service Cloud is not an easy process and is often a barrier for converting customers from the one platform to the other. Traditionally it has been a manual process that can consume 1000’s of hours and $100,000s of dollars.
That’s why Traction developed a Zendesk migration utility tool that automates the extraction of all data from Zendesk, configures it and then loads it into Service Cloud instantly. The tool supports both standard and custom objects, including data from Accounts (Organizations), Contacts (Users), Case (tickets, ticket comments, ticket attachments), and Knowledge (articles).
This tool significantly reduces the time and cost involved and ultimately removes a massive barrier for the customer and lets them invest in building out a robust Service Cloud solution.
WHAT: Migration challenges addressed by our utility tool
HOW: Traction's Zendesk to Service Cloud Data IP
TRACTION'S FOUR SERVICE CLOUD GUIDING PRINCIPLES
Why we recommend our customers leverage the Salesforce Service Cloud to build amazing customer experiences.
Provide an effortless customer experience
Making it easy to interact with your organization creates greater customer retention than providing a 'wow' experience. This requires an integrated approach that includes people, process and technology.
Allow agents the focus on customers
Technology and systems should support your customer service reps, instead of hinder them. Provide them with an integrated and intuitive system that allows them to focus on what matters most, the customer.
Harvest customer interactions
Who, when, what did they call about, what products, how long, the list goes on. Harvesting your customer interactions can support the future direction of your training, product development, growth plans and more.
Use data to improve the business
If correctly implemented, your systems should provide valuable data that supports process iterations and continuous improvement. Scale your business and leverage technology, and the resulting data to get there.
WHAT DOES THIS MIGRATION TOOL COST?
Traction's migration utility tool is a service accelerator and not a managed package. Pricing varies based on the amount of data being migrated and the complexity of the overall project. The goal of the tool is to reduce the time, cost and resources spent on the migration component and allow the customer to invest more in building out a robust Service Cloud solution.
If you'd like to learn more, please reach out below.