About the Client
Fusion Fibre Group (FFG) is a leading UK-based Internet Service Provider specializing in high-speed broadband and fibre connectivity solutions for homes, businesses, and enterprise clients. The company is committed to delivering reliable, ultra-fast connectivity with an emphasis on exceptional customer experience.
As part of their digital transformation initiative, FFG sought to modernize its CRM infrastructure to improve visibility across departments, automate sales and service workflows, and gain deeper insight into customer data for strategic decision-making.
Salesforce’s licensing structure and ongoing customisation costs made the platform increasingly expensive. The total cost of ownership was significantly higher than expected, especially compared to Zoho’s all-in-one ecosystem.
Team adoption was low because the system was complex, and even simple configuration or process changes required long turnaround times. This slowed operations and reduced overall productivity, prompting the move to a more flexible and user-friendly platform like Zoho.
Challenges
The client needed to seamlessly migrate critical business data from Salesforce to Zoho CRM, without disrupting day-to-day operations or losing valuable information. This involved transferring extensive data across multiple modules, including Leads, Opportunities, Contacts, Products, and Projects.
Key Challenges
- Ensuring accurate and clean data export from Salesforce without any data loss.
- Mapping fields and modules correctly between Salesforce and Zoho CRM to preserve relationships and data types.
- Handling attachments, notes, and documents separately while maintaining record associations.
- Executing the migration without disrupting daily business operations or impacting customer service continuity.
Objectives
- Successfully migrate FFG’s core CRM data – including leads, contacts, opportunities, products, and projects – from Salesforce to Zoho CRM.
- Maintain data integrity and ensure seamless mapping between systems.
- Enable FFG to take advantage of Zoho CRM’s automation and advanced reporting features post-migration.
- Achieve a smooth, disruption-free transition with zero data loss.
Solution
ThoughtLogik designed and implemented a comprehensive data migration strategy tailored to FFG’s needs. The process focused on clean data preparation, accurate field mapping, and post-migration optimization to fully leverage Zoho CRM’s capabilities.
1. Data Preparation and Export
Data Cleansing and Extraction:
The first step involved exporting all necessary data – including leads, contacts, opportunities, products, and projects – from Salesforce. The data was reviewed to remove duplicates and inactive records, ensuring a clean dataset for import.
Defined migration scope, module priorities, and data validation procedures.
2. Migration Setup in Zoho CRM
After logging into Zoho CRM, the Salesforce under Import was used as the data source. The prepared ZIP file containing the Attachments folder was uploaded to Zoho CRM to begin the migration setup.
3. Data Mapping and Validation
Each Salesforce module was carefully mapped to its Zoho CRM equivalent. A small subset of data was migrated first to validate accuracy. Once verified, adjustments were made to fine-tune mappings before proceeding with the full migration.
4. Data Migration Execution
After successful testing, the full migration was executed. Zoho CRM automatically handled the transfer of all mapped data, including related records. Once migration was complete, data in Zoho CRM was validated against Salesforce exports to ensure 100% accuracy and record consistency.
5. Handling Attachments, Notes, and Documents
Attachments, Documents & Notes were migrated separately due to their dependencies on parent modules. These files were grouped into dedicated ZIP archives and imported after the main data.
6. Post-Migration Optimization
After verifying data accuracy, custom fields in Zoho CRM were refined to reflect FFG’s data model and business requirements. Key automation was recreated in Zoho CRM to optimize lead assignments, sales notifications, and follow-up reminders – significantly reducing manual intervention.
Results and Impact
The Salesforce to Zoho CRM migration was a success.
- Seamless Data Transfer: All core data, including leads, opportunities, contacts, and projects, were successfully migrated with minimal disruptions.
- Optimized Workflows: The client now benefits from Zoho CRM’s automation features, which streamline their business processes.
- Enhanced Reporting: The migration unlocked Zoho CRM’s powerful reporting capabilities, providing the ISP with deeper insights into customer data and business performance.
- Improved Efficiency and User Adoption: Simplified workflows and an intuitive interface increased CRM adoption across sales and service teams, resulting in faster response times and improved productivity.
- Business Continuity Maintained: The entire migration was executed with zero disruption to day-to-day operations, allowing FFG to continue serving customers without interruption.
Conclusion
Migrating from Salesforce to Zoho CRM was a smooth and successful process for the client, thanks to careful planning and attention to detail. The client is now leveraging Zoho CRM’s advanced features to improve their business processes and customer relationships. By following the proper steps – preparing data, ensuring accurate field mapping, and handling attachments separately – the client ensured a smooth transition and avoided any data loss or disruption.
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