MoreYeahs migrated a Europe-based enterprise's case management operations from ServiceNow to Salesforce Service Cloud, rebuilding automation and key integrations along the way.
The client is a Europe-based organization managing high-volume customer service operations.
Its existing ServiceNow environment faced performance limitations, high licensing costs, and scalability constraints.
The organization partnered with MoreYeahs Technologies to migrate to Salesforce Service Cloud.
The client's ServiceNow-based case management platform was becoming a constraint rather than an enabler as customer operations scaled.
Performance Limitations: the existing ServiceNow setup struggled to keep pace with high-volume case operations.
High Licensing Costs: ServiceNow's cost structure limited scalability for growing case volumes.
Fragmented Case History: cases, attachments, and knowledge articles needed to move without loss of history or context.
Disconnected Integrations: Jira, web analytics, and telephony systems needed to be reconnected to the new platform.
MoreYeahs migrated the client's complete case management environment from ServiceNow to Salesforce Service Cloud, rebuilding automation and integrations along the way.
End-to-End Case Migration: migrated cases, contacts, users, attachments, and knowledge articles from ServiceNow into Salesforce Service Cloud.
Case Lifecycle Redesign: re-engineered the case lifecycle and escalation matrix for the new platform.
Process Automation: used Flows and Apex triggers to automate case routing, SLAs, escalations, and notifications.
Multi-System Integration: connected Jira for bi-directional ticket sync, Webtrekk for web analytics context, and RingCentral for CTI features including call logging and click-to-call.
Experience Cloud Access: deployed Experience Cloud for secure external user access.
MoreYeahs followed a structured discovery, migration, and adoption approach across the 14-week engagement.
Discover & Assess: reviewed existing ServiceNow modules, data structures, and customizations to establish a baseline.
Map Requirements: identified gaps between current processes and Salesforce capabilities.
Migrate Data: extracted, transformed, cleansed, and loaded cases, users, and attachments, followed by testing and UAT.
Automate: built Flow and Apex-based automation for routing, SLAs, and error handling.
Integrate: connected Jira, Webtrekk, and RingCentral with the new Service Cloud environment.
Train & Adopt: delivered agent and admin training with SOPs, weekly demos, and hypercare support.
The solution rebuilt the client's service operations on Salesforce's core service and automation platform.
The migration modernized the client's service operations and improved adoption and efficiency.
95% User Adoption Within 30 Days: training and hypercare support drove fast, strong adoption of the new platform.
Reduced Case Handling Time: optimized workflows and automation sped up case resolution.
Unified 360° Customer View: consolidated data and integrations gave agents a single view of the customer.
Improved Scalability: the cloud-based Service Cloud platform removed the performance ceiling of the legacy system.
Beyond the migration itself, the engagement gave the client a modern, integration-ready service platform for the long term.
Scalable Architecture: the new Service Cloud environment is aligned with the client's long-term digital roadmap.
Reusable Migration Accelerators: migration patterns developed during the engagement can speed up future data transitions.
Best-Practice Automation: the automation framework built during the engagement supports long-term stability and maintainability.
Sustained Operational Continuity: post-go-live hypercare and training ensured a smooth transition with no operational disruption.
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