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Why it’s time to migrate from Zendesk to Salesforce Service Cloud

August 17, 2021By
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Choosing a software or platform to support your organization's needs is a challenge. Whether your biggest hurdle is being overwhelmed by choice, having a tight budget, or simply not being able to find the right fit, it’s tough.

So, it’s with good reason that users looking for a service platform, help desk, or live chat have found their way to Zendesk. At first glance, it’s a tool that has a low learning curve, checks off key boxes, and has a reasonable price point.

It’s one of those tools that just makes sense — until it doesn’t.

Once your team begins to grow and expand, you’ll hit the functionality ceiling with Zendesk pretty quickly. And thus, the journey for a new service platform begins again.

This is where Salesforce Service Cloud comes in.

Salesforce Service Cloud for customer service

One of the best things about Service Cloud is that it’s built on Salesforce Customer 360. This means you’ll get a 360° view of your customers all in one place. There’s no need to integrate multiple platforms because working on Salesforce Customer 360 means you’ll be able to quickly access all your sales, support, marketing, and other interactions with your customers down to the individual level right away. Be gone blind spots!

As you continue to grow and keep your customers happy, you’ll eventually find yourself needing further customizations to enhance your customer service engagement in a way that’s unique to your organization. Simple CSS is not going to cut it. With an unparalleled level of customization and development options, Service Cloud starts becoming that “it just makes sense” tool.

It’s no wonder Service Cloud is the most scalable customer service platform. Not only can you access streamlined views of customer interaction history and perform SLA tracking, but you’ll also be able to collaborate across departments and between groups around the world so much more easily.

Migrating from Zendesk to Salesforce Service Cloud

As with most things, migrating data from Zendesk to Salesforce Service Cloud is an “easier said than done” situation. Except for when you’re working with Traction on Demand.

Our experts have built a migration tool that accelerates the migration process and preserves all your Zendesk data with 100% accuracy (spoiler alert: it supports migrating accounts, contacts, case tickets, case comments, case attachments, and knowledge articles).

While there are plenty of migration tools out there, most, if not all, don’t come backed with a team of experts who know their way around the Zendesk data model and Salesforce platform. Alongside our Zendesk to Salesforce Migration Accelerator, we’ll be working with you to not only complete the migration but to help configure your Service Cloud instance in a way that best fits your organization’s needs.

Let’s face it. It’s not worth it to allocate your employee’s time and budget towards the tedious tasks that are required behind a migration like Zendesk to Salesforce. By conserving your time to focus on what you do best (what your company needs to move forward) and allocating your budget towards migration plus additional support, you can get the best of both worlds and more.

Who uses Service Cloud?

Taulia

Like many of whom are reading this article, Taulia was looking to make the move from Zendesk to Service Cloud to meet their growing needs. But, with Zendesk having limited extraction capabilities and the mapping of data objects between each platform being more complex than ideal, they needed some extra assistance.

By working with Traction on Demand, they were able to take what would have been a multi-week migration project into a push-button solution, reducing time and effort by 800%. The extra time was instead spent on enhancing their Service Cloud instances by adding enterprise-level functionality.

Patagonia

Woman sewing a jacket

As a clothing company whose biggest mandate is to take care of the environment, Patagonia runs a repair service for customers whose clothing or gear needs fixing in order to keep perfectly usable items out of landfills. However, delivery time management has always been their biggest challenge. That is until Traction on Demand came along to help them move their management system over to Service Cloud.

“There was no room for improvement using our previous system because it took a long time to input and manage data. However, our new system provides all the repair management such as status, location tracking, work time, and other things in an easy to use workflow. Now we can take actions and shorten our delivery time.” — Takeo Hirata (Director of eCommerce Japan) & Hanae Mizuno (SFDC System Administrator)

Tech Exchange

While many of us had to make the transition to work from home during COVID-19, students had to make the transition to learn from home. Unlike employees who could bring their computers with them, students and their families were left to supply their tech needs on their own.

To solve this problem, Tech Exchange helped to close the digital divide by distributing over 23,000 computers to those in need. They did this using Salesforce Service Cloud and Tech Check, a custom solution built by Traction on Demand. With Service Cloud, Tech Exchange was easily able to view applications and requests, understand all the variables at play, and ultimately get technology into the hands of those who need it most.


Elevate your customer service experience

Get in touch with our Service Cloud experts to learn how we can help your organization drive efficiencies and optimize your platform.