Zendesk to Salesforce Service Cloud Migration at Thinkproject

The Challenge

Key challenges we addressed

Siloed Data

Working with two different platforms resulted in a dispersed approach to customer support and a lack of cohesive customer data view. Support data was in one system, transaction history in another.

Dispersed Reporting

Siloed data means dispersed reporting handled in two different ways. The lack of a common data model and mismatched data structures affected how data was presented.

Lack of System Flexibility

The existing support system used numerous small, simple automations executing independently. This and lack of advanced omnichannel support made the process hard to control and maintain.

Redundant Costs

Two systems containing fragments of customer data meant paying for redundant licences and more time for support agents to find necessary information, impacting ticket resolution time.

The Solution

Unified Salesforce Service Cloud Platform

As a result of a six-month project, Service Cloud was successfully integrated into Thinkproject’s existing Sales Cloud solution, consolidating CRM data into a single platform. This integration unified all data, enabling a comprehensive 360-degree customer view while promoting consistent data presentation and validation.

The solution included advanced case routing across 11 countries, 3 time zones, and 6 languages, assigning cases to 150 agents. A customer portal with super-user capabilities, a knowledge base, omnichannel communication, and integrations with Jira, Azure DevOps, and Aha! completed the implementation.

How we did it

Our Approach and Solution

Advanced Case Routing

Salesforce case routing assigns cases to specific support agents based on case source, agent skills, product type, language, and geographical location. The system handles cases from 11 countries, 3 time zones, and 6 languages, assigning them to one of 150 agents.

Customer Portal with Super-Users

A centralised portal allows customers to log in, open new cases, check statuses, and collaborate directly with support. Super-users can resolve cases from their own company, acting as a first line of support.

Knowledge Base Integration

Support articles with case-matched content suggestions enhance efficiency. Agents can add article parts to emails, providing customers with quick access to helpful information.

Omnichannel Communication

The implementation integrates phone, email, customer portal, API cases from third-party systems, and a CTI solution. All interactions are tracked within Salesforce CRM.

System Integrations

Integrations with Jira, Azure DevOps, Aha!, and MadCap enhance support efficiency with seamless data flow between Salesforce and third-line support systems.

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Results

What we achieved

Operational Efficiency

The migration significantly improved operational efficiency by reducing licensing costs, eliminating redundant licenses, and simplifying operations. Data is no longer duplicated, providing a single golden record.

Unified Customer View & Enhanced Reporting

The integration of Service Cloud and Sales Cloud provides a comprehensive customer view. Teams gain real-time insights into customer habits and preferences, leading to better segmentation.

Improved Communication & Collaboration

Integrations with Jira, Azure DevOps, and Aha! enhanced communication between sales, support agents, and third-line support teams. Salesforce Chatter fosters better information sharing.

Enhanced Case Routing & Case-Deflection

Salesforce’s advanced features enable efficient case routing based on agent skills. Knowledge bases and AI-powered chatbots guide customers to resolve issues independently.

In their words

What the client said.

A dependable partner

Think Beyond are a dependable partner whose principles rely on constant communication and collaboration. They will be there for you throughout the project, even if unforeseen issues or complications arise. Think Beyond look at our implementation in a holistic manner, rather than just rolling out single functionalities, they understand the whole system and how its interlocking parts and dependencies need to be approached. Besides that, all the team are friendly and fun to work with, which goes a long way.

Adam Finch-Turner Director Support Services at Thinkproject

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