with legacy applications, either through an agent ... developing the Salesforce platform. ⢠Largest dedicated ... outs
ZENDESK TO SERVICE CLOUD MIGRATION SERVICE CLOUD GUIDING PRINCIPLES
• Improve the Customer Experience • Allow Agents to Focus on Customers • Harvest Customer Interactions • Improve the Business
4 KEY REASONS TO MIGRATE TO SERVICE CLOUD 1
Zendesk has limited platform functionality and limits integration with legacy applications, either through an agent console or API’s
2
Zendesk does not do well in B2B service centers where escalations, complex knowledge, multiple or product-level SLA’s and/or a large number of agents are the requirements
3
Zendesk offers an open platform in which customers can access their underlying data through an API, although many report challenges in doing this on a large scale
4
Zendesk does not do well in complex global environment. Environments with complex escalation, collaboration across department/groups or broad global footprints are not areas of strength
HOW CAN TRACTION HELP? WHO WE ARE
WHAT WE DO
RESIDENT SERVICE EXPERT
• 220+ employees; 260+ certifications • HQ in Vancouver, offices in Toronto and Montreal, and people on the ground in CA, OR, TX, OH and GA. • 9 years experience implementing/ developing the Salesforce platform • Largest dedicated Salesforce implementation partner in Canada • 850+ customers, 2800+ projects & 400+ custom Force.com apps developed • Largest group of certified Data.com consultants globally
Cloud consulting and software development with deep expertise on the Salesforce platform. We do this all in-house with absolutely no outsourcing, no offshoring and no contractors.
WHY WE DO IT We help organizations improve their business process by leveraging cloud technology to do things better and faster.
Dave Galloway As Service Cloud EVP, Dave is instrumental in solutioning every customer service focussed project at Traction. With 20 years of executive leadership for international support teams, he provides insight into business requirements, customer statisfaction impacts, and employee buy-in to ensure projects are truly successful.
T | 604.620.6040 E |
[email protected] W | tractionondemand.com
®
on Demand
CASE STUDY A ZENDESK TO SERVICE CLOUD MIGRATION SUCCESS STORY
With Headquarters in San Francisco, Taulia is the market leading provider for supplier financing. They provide cloud-based invoice, payment and dynamic discounting management solutions that revolutionize the way businesses interact and partner with each other.
CHALLENGES
RESULTS
Taulia had challenges migrating data from their previous system Zendesk to Salesforce Knowledge Base
• Migrated 400+ Knowledge articles (including all content assets like images, file attachments, etc.) to Salesforce • Retained all translated versions of articles • Retained all assigned article categories
• Experiencing issues in migrating content including: • Broken images • Broken links • Missing file attachments • Lack of categorization • Loss of article formatting • Inability to retain translated articles in current form
SOLUTIONS • Developed a custom migration tool for taking all knowledge content out of Zendesk and transforming it to comply with the Salesforce Service Cloud expected import format. • The application converted all knowledge assets such as images and file attachments to Salesforce content while also retaining all the translated versions of articles. • The application also retained the data categories assigned to each article.
• 100% content/formatting accuracy • Multi-week engagement reduced to a few hours (800% reduction in time) • Reduced manual effort and provided Taulia extra time and $$$ to commit to additional efforts in customizing Service Cloud for their business processes
