Expert Experience in Data Migration using ETL Tool

CWS Consulting successfully led the migration from Zendesk to Salesforce Service Cloud, marking the first business unit within the customer to implement the new standardized case management blueprint.

This project established a scalable, unified support process that streamlined customer service operations, ensuring consistency across all business units. Additionally, the initiative included the migration of the Zendesk customer portal to Salesforce Experience Cloud, providing an enhanced, self-service customer experience.

This migration was critical in aligning customers' support strategy, as it involved transitioning case management, customer interactions, and knowledge base content into a single, Salesforce-driven framework. The project required a structured data migration strategy, integrating historical case records, ticket communications, and customer profiles from Zendesk while ensuring that existing workflows and SLAs were mapped accurately to the new standardized Salesforce model.

• Zendesk to Salesforce Data Migration: Transferred historical case data, customer interactions, and SLA records to Service Cloud, ensuring minimal disruption to active support operations.
• Blueprint for Standardized Case Management: Designed and implemented the first standardized case handling process within Salesforce, serving as the model for future business unit migrations.
• Zendesk Portal to Experience Cloud Migration: Transitioned the Zoho-based customer portal to a modernized Experience Cloud platform, enabling enhanced self-service capabilities and knowledge base access.
• Process Optimization & Automation: Standardized case routing, automated escalations, SLA tracking, and service workflows in line with the new customers service model.
• Customer Portal Enhancements: Integrated self-service functionality, allowing customers to submit cases, track statuses, and access knowledge resources within Experience Cloud.

By successfully migrating Zendesk to Salesforce and implementing the first standardized case management blueprint, CWS Consulting enabled the customer to modernize its support operations, streamline customer support workflows, and enhance user experience. This project set the foundation for subsequent business unit migrations, ensuring a scalable, efficient, and automated service model across the entire organization.