At a glance
Fusion Fibre Group (FFG), a UK internet service provider, moved its CRM from Salesforce to Zoho CRM with ThoughtLogik, a UK Zoho Premium Partner. Leads, contacts, opportunities, products, projects, notes and attachments were migrated with zero data loss and no disruption to daily operations, and key sales automation was rebuilt in Zoho CRM.
| Client | Fusion Fibre Group (FFG), UK broadband and fibre provider |
|---|---|
| Industry | Telecoms and internet services |
| Project | Salesforce to Zoho CRM migration and optimisation |
| Platforms | Zoho CRM, Zoho One |
| Outcome | Zero data loss, zero downtime, higher CRM adoption, lower total cost of ownership |
About Fusion Fibre Group
Fusion Fibre Group is a UK internet service provider delivering high-speed broadband and full-fibre connectivity to homes, businesses and enterprise customers. The business competes on reliability and customer experience, so its sales and service teams need fast, accurate access to customer data.
As part of a wider digital transformation programme, FFG wanted a CRM that gave every department the same view of the customer, automated routine sales and service work, and produced reporting leadership could act on.
Why FFG moved from Salesforce to Zoho CRM
Salesforce had served FFG well at first, but three problems grew as the business scaled:
- Rising cost of ownership. Licensing and ongoing customisation costs made Salesforce far more expensive than expected, especially compared with Zoho’s all-in-one ecosystem.
- Low user adoption. The system felt complex to day-to-day users, so records were incomplete and the CRM was not trusted as the single source of truth.
- Slow change. Even simple configuration or process changes took a long time to deliver, which held back sales and service improvements.
Zoho CRM offered a lower licence cost, a simpler interface for users, and native connections to the rest of Zoho One, making it easier for FFG to adapt the system as the business changed.
The migration challenge
FFG could not afford downtime or lost history. The migration had to move several years of connected data across modules while sales and service teams kept working.
- Export clean, complete data from Salesforce with no loss of records.
- Map Salesforce objects and fields to Zoho CRM modules while keeping relationships and data types intact.
- Move attachments, notes and documents and keep them linked to the right parent records.
- Cut over without disrupting daily operations or customer service.
How ThoughtLogik migrated Salesforce to Zoho CRM
Our Zoho consultants followed a structured, test-first migration method that we use on every CRM migration.
1. Scope, cleanse and export
We agreed the migration scope and module priorities with FFG, then exported leads, contacts, opportunities, products and projects from Salesforce. Duplicates and inactive records were removed before import so FFG started Zoho CRM with a clean dataset.
2. Map every module and field
Each Salesforce object was mapped to its Zoho CRM equivalent, including custom fields and lookups, so that relationships between accounts, contacts and deals were preserved.
3. Test with a pilot load
We migrated a small subset of data first, validated it with FFG users, and refined the mappings before running the full load. This removed surprises from the production cutover.
4. Run the full migration and reconcile
The full migration used Zoho CRM’s Salesforce import, which carried related records across in one pass. We then reconciled Zoho CRM against the Salesforce exports to confirm every record matched.
5. Migrate attachments, notes and documents
Because files depend on their parent records, attachments, notes and documents were packaged into dedicated archives and imported after the core data, keeping every file linked to the correct record.
6. Optimise Zoho CRM after go-live
Once the data was verified we refined custom fields to fit FFG’s data model and rebuilt key automation in Zoho CRM, including lead assignment rules, sales notifications and follow-up reminders.
Results
- Zero data loss. Leads, contacts, opportunities, products, projects and files all arrived in Zoho CRM with relationships intact.
- Zero disruption. FFG kept serving customers throughout the cutover.
- Less manual work. Automated lead assignment, notifications and reminders removed repetitive admin for sales teams.
- Better reporting. Zoho CRM dashboards gave FFG clearer insight into pipeline, customers and performance.
- Higher adoption. A simpler interface and workflows designed around real processes increased CRM use across sales and service.
- Lower cost of ownership. Moving to Zoho removed the licence and customisation overhead that had made Salesforce hard to justify.
Lessons for other UK businesses leaving Salesforce
- Clean before you move. Removing duplicates and dead records before migration makes Zoho CRM faster to adopt.
- Always run a pilot load. Testing a subset exposes mapping issues while they are cheap to fix.
- Treat files separately. Attachments and notes need their own import step to stay linked to records.
- Rebuild, don’t copy, automation. Use the migration to simplify workflows rather than recreate old complexity.
Frequently asked questions
How long does a Salesforce to Zoho CRM migration take?
For most small and mid-sized UK businesses it takes weeks rather than months. The timeline depends on data volume, the number of custom objects and how much automation needs rebuilding. A pilot load early in the project keeps the timeline predictable.
Can you migrate Salesforce attachments and notes to Zoho CRM?
Yes. Attachments, notes and documents can be migrated and kept linked to their parent records. They are imported after the core data so the links resolve correctly.
Will we lose data or have downtime during the migration?
Not with a tested approach. ThoughtLogik reconciles Zoho CRM against the Salesforce export before sign-off, and teams keep working during the cutover.
Is Zoho CRM cheaper than Salesforce?
For many UK SMEs, yes. Zoho CRM licences typically cost less, and Zoho One bundles CRM with finance, support and analytics apps, which reduces the need for paid add-ons and integrations.
Planning a move from Salesforce? ThoughtLogik is a UK Zoho Premium Partner based in Northampton. Our certified consultants have migrated CRMs for businesses across telecoms, finance and field services. Book a free 30-minute consultation or explore our Zoho implementation services.
