There’s a high chance that at some point, your company will need to change the help desk solution and migrate data. To be frank, data migration is no easy task. But as the saying goes: “Forewarned is forearmed.” Using an automated data migration tool and learning from other companies can make your journey a walk in the park.
In this article, we have gathered five stories from companies that migrated data using Help Desk Migration. Because we have signed an NDA with each company, we’re not going to reveal their names and the platforms they were migrating. Despite that, you will still be able to learn a lot about what’s going on backstage and why companies prefer to use an automated solution.
Case #1 Automated healthcare help desk migation
Industry: Health, Wellness & Fitness
Specialties: Wellness, Mindfulness, Wellbeing, Meditation, Meditation app, and Online yoga
Company size: 51-200 employees
Based in: Australia
Starting point and the primary reason for migration
A combination of cost and the lack of features made the client switch to another solution. The software was suitable. However, the client wanted to implement a few things that would be a mess and eight times more expensive to do on the old platform. For instance, the client wanted to implement screen sharing and screen control in the live chat platform. To do it in the old platform, the client would need to patchwork it up with a third-party app. The new platform offered this featured out-of-the-box.
So, once the choice has been made, the client started researching how they could migrate data. Apart from tickets, the client also needed to migrate the multilingual knowledge base, which made the task 10X harder.
Before looking at any migration service, they looked at the API. They also downloaded all the knowledge base articles and translated those into CSV and XML files in hopes of finding a solution for uploading from a file. That didn't work the way they expected. Next, the client tried to find a freelancer to copy and paste the information. But that solution was too time-consuming. They got to the point where they had to quickly find a reliable solution since their annual subscription was running out.
Reasons why they chose the Help Desk Migration service
Having spent so much time searching for a solution, they were finally happy to find a knowledgeable migration partner. The client mentioned that the collaboration was very effective and fast. They appreciated the fact that they didn’t have to explain what job needed to be done. And the customer journey was very personal. The tool itself was easy to use and helped migrate their data before their annual subscription ran out.
Benefits that the client found important:
- The interface is easy to use
- Quick and straightforward setup
- Easy way to maintain data
- The ability to migrate a multilingual knowledge base
Case #2 Real estate help desk switch done automatedly
Industry: Real Estate
Company size: 51-200 employees
Based at: United States
Starting point and the primary reason for migration
The software that the client was using for his business has been suitable for years. But at one point, the software provider decided to double the cost of the license for him. This made him realize that instead of paying twice as much for the same feature set, he could spend a bit more and get another help desk solution that offers more features and has better integration possibilities.
The company uses a web hosting billing and automation platform to run the business. The old help desk solution had a clumsy integration with the platform and used a third-party module that hasn’t been updated in years. The new help desk, on the contrary, had a native integration and allowed them to effortlessly share data between the help desk and the automation platform.
Reasons why they chose Help Desk Migration
The client has been searching for a data migration solution for a couple of weeks. He is a fairly technical person and has a technical team on board that could do the migration for him. However, he was looking for something that would be much easier and require less of his time. He had many initiatives undergoing, and he didn’t want to push any priorities that his tech and support team were working on to the back burner.
Then, the new software vendor introduced Help Desk Migration. He tried the test migration and was satisfied with the result and the ease of use.
Benefits that the client found vital:
- Tickets are maintained and accessible by the customers in the new environment.
- The automated process allowed concentrating on other things.
- The migration happened over the holiday season; Help Desk Migration allowed the client to take a few days off instead of working on the manual migration.
Case #3 Switching IT help desk data automatedly
Industry: Information Technology & Services
Specialties: Public Procurement, Electronic Tendering, Contract Life-cycle Management, eProcurement, Cloud Technology, Sourcing, Supplier Management, CLM, Source to Contract, and Contract Management
Company size: 51-200 employees
Based in: Finland
Starting point and the primary reason for migration
The company was going through some internal upgrades, and customer service was a part of that. The client was looking for another help desk solution with more robust reporting functionality and better integration with other tools.
Once the choice has been made, the company started looking at the migration options. Migrating data was essential as they had a long relationship with customers. The client wanted to have all information at their disposal if something from two years ago would come up.
The client worked together with the new software vendor and was suggested to use Help Desk Migration.
Reasons why they chose Help Desk Migration
The client wanted to make the transition seamless for the team and unnoticed by the customers. At first, the client checked if they could do the migration manually with the help of their tech team. After comparing the time and cost of the manual migration to an automated service, the client concluded that Help Desk Migration was a much better choice.
The Migration Wizard made a great first impression as it was straightforward. Once the migration was complete, the client shared that the whole process went through very quickly and that the tool has exceeded their expectations.
Benefits that the client found valuable:
- Easy to use and no hassle
- The ability to do a free test
- The migration went through quickly
- The client saved a lot of time on manual migration
- Reasonable price
Case #4 Help desk system switch for tourism and hospitality
Industry: Leisure, Travel & Tourism
Specialties: Vacation rentals, Cottages, and luxury villa's in the Ardennes, Online marketing, Holiday home rental, and Customer services
Company size: 11-50 employees
Based in: Belgium
Starting point and the primary reason for migration
The client wanted to streamline our whole communication process within the company. Some time ago, the company migrated one virtuous part of their communication to a help desk solution, so it seemed logical to migrate the customer service to a help desk.
There was no doubt that the company needed to migrate the data. The historical records were really important for the people who communicate with the customers or with house owners to have a history of the conversations within the interface.
The client had prior experience with Help Desk Migration. The client did the first transition with us and returned to do the second migration as our solution is still the only one to offer this kind of migration.
Reasons why they chose the Help Desk Migration service
The client liked the service, and that’s why they continued using it. The company has done two major migrations with Help Desk Migration. And, has used the service quite a lot recently, especially during the COVID crisis, to import all kinds of tickets to be able to attach answers to the tickets.
Aside from the product, the client values the people that are working at support. The client mentioned that they work with all kinds of companies, but they do not always feel that the people they are working with really care. And here, with Help Desk Migration, that was truly the case.
Benefits that the client found important:
- The product is easy to use
- Responsive customer support
- The feeling of being taken care of
- Saved time and money
Case #5 eCommerce help desk migration with ease
Industry: eCommerce
Specialties: Knitting and crocheting supplies
Company size: 11-50 employees
Based in: United States
Starting point and the primary reason for migration
The client was using a very basic tool that came as a part of a software suite. There were no reporting features, no organizations or subfolders. Nothing to streamline the process. The company had realized that they completely outgrew the software and needed a better tool to manage customer support operations.
Because the client had experience working on migration projects, they started researching to see if they could do it themselves. The platform they were moving from offered no support except for the documentation posted online. The client then reached out to a developer who worked in their eCommerce data migration. But his experience was not enough to do that kind of migration.
Ultimately, the client has reached out to the software vendor in hopes of hiring them. Instead, the software provider suggested using Help Desk Migration. From there, the client made an estimate and began their migration.
Reasons why they chose Help Desk Migration
The client appreciated how easy it was to get started and get the answers to their questions. And because the client migrated from a different type of platform (not a typical help desk), they also appreciated the custom work. The customization allowed to make sure that all information migrated correctly; allowed employees to easily refer to previous customer communications.
Benefits that the client found valuable:
- Quick and simple setup
- An excellent solution for their unique case
- The ability to run the migration at a convenient time
- Custom work
Wrapping up
That’s it for today. We have a whole section on our blog where you can find even more stories from our customers. If you’re planning on migrating help desks soon, make sure to check out our data migration services. We’d be happy to help you on your way to better customer service.
