Client Overview
A leading telecom provider in Europe, serving millions of customers, faced challenges with their existing Salesforce CRM. Due to growing operational complexity, lack of seamless integration with ITSM, and high licensing costs, they sought a transition to ServiceNow CRM to streamline customer service and enhance operational efficiency.
Challenges Faced by the Client
Fragmented Customer Data – Customer records were scattered across multiple Salesforce instances, making it difficult to get a 360-degree view.
High Licensing Costs – Salesforce licensing and operational costs were escalating, impacting profitability.
Limited ITSM Integration – The existing CRM lacked seamless integration with ServiceNow ITSM, leading to inefficiencies in ticketing and customer issue resolution.
Data Migration Complexity – The client had years of customer history, requiring careful data extraction, transformation, and migration to ensure zero data loss.
User Adoption & Training – The shift to a new platform required retraining staff and ensuring a smooth transition without disrupting customer service.
REDE’s Advantage & Approach
Deep ServiceNow Expertise – Our team, with specialized knowledge in ServiceNow CRM & ITSM, designed a tailored migration strategy.
Phased Migration Approach – We executed a staged migration plan, ensuring no service disruptions while gradually moving different customer service modules.
Data Integrity & Mapping – Leveraging REDE’s proven data migration framework, we ensured seamless data transformation and validation before migration.
Seamless Integration – We optimized ServiceNow’s capabilities to integrate ITSM and CRM workflows, providing a unified experience for customer service agents.
User Enablement & Training – Conducted hands-on training sessions and provided extensive documentation to ensure quick adoption.
Project Team Structure
Project Manager – Overseeing end-to-end migration and stakeholder communication.
ServiceNow Architects – Designed and optimized the CRM structure.
Data Migration Specialists – Managed extraction, transformation, and validation of Salesforce data.
ServiceNow Developers – Customized workflows, UI enhancements, and automation.
QA & Testing Team – Ensured smooth functionality, data integrity, and performance.
Training & Change Management Experts – Enabled workforce transition and adoption.
Project Duration
Total Duration: 6 months
Phases:
Discovery & Planning – 1 month
Data Migration & Integration – 2 months
System Configuration & Customization – 2 months
Testing, Training & Deployment – 1 month
Outcome & Business Impact
Enhanced Operational Efficiency – ServiceNow’s unified CRM streamlined workflows, reducing response times by 40%.
Cost Savings – Eliminated high Salesforce licensing costs, reducing CRM-related expenses by 35%.
Improved Customer Experience – Faster issue resolution and seamless ITSM integration improved customer satisfaction scores by 25%.
Data Accuracy & Centralization – Achieved 99.9% data integrity with a single source of truth for customer interactions.
High Adoption Rate – 95% of customer service agents successfully transitioned within two weeks post-migration.
Conclusion
By migrating from Salesforce to ServiceNow CRM, REDE Consulting enabled the telecom giant to achieve a unified, cost-effective, and scalable customer service solution. This transformation not only enhanced operational efficiencies but also positioned the company for future growth and innovation.
Contact us at - info@rede-consulting.com / www.rede-consulting.com
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