Michael McBrien
Jun 23, 2022

Have you Outgrown Zendesk?

You made a big decision for your organization, and that decision was to implement a cloud-based CRM! You realize you need to consolidate your channels and gather all your customer data in one view to create a “Single Pane Of Glass” for your customer advocates. After chatting back and forth with multiple vendors, you decided that speed is of the essence and you just need something up and running, fast! You find this great, scrappy little cloud-based CRM company called Zendesk. It does not have all the bells and whistles, but it advertises ‘quick and easy’ therefore, you are sold.
Have you Outgrown Zendesk?

 Goodbye Zendesk, Hello Salesforce Service Cloud! 

You made a big decision for your organization, and that decision was to implement a cloud-based CRM! You realize you need to consolidate your channels and gather all your customer data in one view to create a “Single Pane Of Glass” for your customer advocates. After chatting back and forth with multiple vendors, you decided that speed is of the essence and you just need something up and running, fast! You find this great, scrappy little cloud-based CRM company called Zendesk. It does not have all the bells and whistles, but it advertises ‘quick and easy’ therefore, you are sold. 

Fast forward to 2022. 

It’s a few years later and your Zendesk solution is no longer hitting the mark.  Integrating the channels you wanted was not as straightforward, the back integration is more challenging than you thought, and as your needs change, it is hard to customize the solution. 

What you learned is that Zendesk was quick and easy, but not super customizable or flexible.

Investing in a CRM was, and always will be, a great idea! Now, it’s time to grow into a more customizable solution that can adapt as your business scales, rather than being stuck on a platform that makes you adapt to its capabilities and methodologies!

Hello, Salesforce Service Cloud!

The largest Service CRM solution in the market has a name that is a bit of a misnomer. Salesforce is the number one sales CRM, but it is also the number one Service CRM in the industry! 

Did you know?! Service Cloud has actually surpassed Sales Cloud as the number one ‘cloud’ in the Salesforce ecosystem of clouds! On its own, it would be a 3 billion dollar business.

So, what should you be thinking about as you take the steps to migrate from Zendesk to Service Cloud?”

The answer? Not much! This is going to be light work on your end. 

 

Let’s quickly talk about your data.

Getting your historical case history and customer structure has proven to be difficult moving from Zendesk to Service Cloud- but don’t worry, we are coming to your rescue! We have built a methodology and tactics specifically for migrating off of Zendesk, and our Change Management team can help you to proactively focus on your people ensuring you see great adoption. We truly have done it enough now to have a proven approach that allows us to seamlessly facilitate the migration. 

Back end integrations, you ask? 

Whatever ERP, Payment or Partner system, or even multiple systems you have, it’s no problem with ServiceCloud out-of-the-box, and it’s even more powerful when we add MuleSoft to the mix! We work with you to integrate the systems you need in a way that streamlines siloed processes and increases efficiency within your business by getting your data from the right source, at the right time, to the right report.

Additionally, we can help you to establish a connection between Slack and Service Cloud to really jumpstart your communication. The possibilities are truly endless. 

Don’t just take our word for it.

With a variety of disparate systems for their call center, Diligent agents were unable to easily access information when they needed it, causing a poor customer service experience. In search of a new solution, Diligent turned to NeuraFlash to migrate their current Zendesk system to Service Cloud. As a result, Diligent was able to better suit the needs of all of their customers and their agents were better equipped to solve issues quickly. 

“When you are in disparate systems, it is really hard to get metrics that are the same and equal across enterprise so we were really starting from a position of weakness”- Chris Zimmerman, Director at Diligent Corporation

Outcomes Diligent saw:

30% Case Deflection Rate Achieved
10% CSAT Score Rating 

Ready to migrate to Service Cloud? As the #1 Zendesk Migration Partner, we know how to make this easy for you. You don't have to adapt, we will develop the systems that allow you to build best practices. Get in touch to see if our Zendesk to Salesforce Migration Package is the right fit for you.

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