Overview
Budget Challenge selected Zoho Desk as their customer support platform and used the import feature to make the data migration process fast and efficient.
The company
Budget Challenge is an education company that helps young adults improve their financial literacy and develop the skills, attitudes and behaviors required to manage their finances effectively. The organization provides real-time training and simulation programs focused on learning from hands-on experience.
The challenge
The main challenge Budget Challenge faced with their previous technology partner, Freshworks, was the CRM functionality. The team wasn't satisfied, so the stakeholders at Budget Challenge began exploring other options in the market that could help them perform various business operations.
Dave Buten, co-founder of Budget Challenge, began exploring alternatives like Zoho and HubSpot, and he really liked Zoho for its ability to integrate multiple applications into a single platform. However, what made them switch was the seamless integration between Zoho CRM and Zoho Desk.
How did they migrate their data from Freshdesk to Zoho Desk?
"We exported our data from Freshdesk and imported them into Zoho Desk using the Import feature in the Data Administration module. It was easy to transfer and import data using our small team," said Budget Challenge Co-Founder Dave Buten.
Desk's import feature allows businesses to migrate their data from any ticketing platform to Zoho Desk within minutes. Here are a few steps that the administrator followed to make the process quick and efficient.
- Imported the data in the accepted format, which is a .zip file containing the CSV file of the data (the .zip file can also contain multiple .csv files).
- Named the files appropriately so that the import wizard can auto-map the modules to the right fields in Zoho Desk.
- Reviewed the data before importing it.
(For more information on importing data, read our help article on importing data.)
Dave also felt that the learning curve was manageable, and the training process was very straightforward. Access to online help documentation for Zoho Desk features helped them move forward without hurdles and complete the implementation swiftly.
Why did Budget Challenge choose Zoho Desk?
The team at Budget Challenge is focused on providing a holistic customer experience to their customers, who are mostly high school teachers. Agents need an effective tool to track previous interactions and reference the details of those conversations when needed. Zoho Desk provides this capability, ensuring that support agents can deliver personalized service.
Being able to track ongoing conversations and follow up on the same thread is invaluable when working with high school teachers, who often have packed schedules and may need to respond to messages asynchronously. Zoho Desk empowers Budget Challenge to maintain continuity in these interactions and provide an ideal customer experience.
According to Dave, the biggest advantage of using Zoho Desk is its integrations, which are incredibly helpful compared to having information siloed. For instance, a customer may have asked for a quote in the help desk and later submitted a quote request through the form. The integration between Zoho Desk and Forms helps them avoid responding twice, as they can acknowledge that the quote was already sent, preventing them from generating a second one unnecessarily.
- Industry typeE-Learning Providers
- EmployeesBelow 50
- Type of businessB2C
Looking forward
I'm focusing on using as many Zoho applications as possible and transitioning away from other tools. For instance, I'm replacing SurveyMonkey with Zoho Survey and Vonage with Zoho Voice. We are working on integrating Zoho Voice with Zoho Desk to add voice support in addition to email support. My team has expressed a preference for Zoho products because they want to stay within a single ecosystem rather than juggling different tools. The seamless data integration between Zoho apps really benefits us.
Dave ButenCo-founder, Budget Challenge
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