CASE STUDY
From Partner to Customer: How Close Gained a New Perspective on Import2
Close is a leading sales CRM known for its intuitive design and automation-driven workflows. As an Import2 partner for years, Close has Import2’s data migration software embedded into their platform, making it an essential part of their customer onboarding process. But when Close needed to migrate their own support operations from Help Scout to Zendesk, they found themselves in the customer’s seat, facing the same challenges they had helped their own users navigate.
The Challenge
Close needed to migrate half a million tickets while ensuring minimal disruption to their customer support team. The transition to Zendesk had to be seamless, ensuring agents could access historical customer interactions without interruption. Any downtime or data inconsistencies could have led to delays in customer support response times, ultimately impacting customer satisfaction.
Close explored multiple options for their migration. Zendesk’s professional services team was one consideration, but the costs were too high. They also looked into handling the migration internally with their support engineers, but that would have taken valuable time away from assisting customers. Ultimately, they needed a solution that was both cost-effective and reliable, and given their long-standing relationship with Import2 and their confidence in its ability to handle large-scale migrations efficiently, Close made the decision to move forward with Import2.
Close explored multiple options for their migration. Zendesk’s professional services team was one consideration, but the costs were too high. They also looked into handling the migration internally with their support engineers, but that would have taken valuable time away from assisting customers. Ultimately, they needed a solution that was both cost-effective and reliable, and given their long-standing relationship with Import2 and their confidence in its ability to handle large-scale migrations efficiently, Close made the decision to move forward with Import2.
The Partnership
Close worked with Import2 over three months, from initial planning to execution. Import2 provided a structured roadmap for the migration, ensuring that every stage, from initial data samples to final cutover was executed with precision. The teams collaborated on refining migration parameters and confirming data mapping accuracy to prevent surprises during the final switch. This process included sample migrations, detailed timing discussions, and ongoing coordination to ensure a seamless transition.
The Results
The migration exceeded expectations in both efficiency and ease of transition. With all historical data accurately transferred, Close’s support team was able to pick up right where they left off, avoiding any operational delays.
Seamless Onboarding The migration was low friction for the team. They wrapped up in Help Scout on a Friday and were fully operational in Zendesk by Monday, with all historical ticket data intact.
Minimal Disruption There was no significant drop in metrics or productivity following the transition.
Hands-on Support Import2 provided responsive and proactive assistance, addressing questions and making quick adjustments as needed.
Stronger Customer Empathy Experiencing a migration firsthand reinforced the challenges users face, highlighting the importance of a smooth, well-planned transition.
Seamless Onboarding The migration was low friction for the team. They wrapped up in Help Scout on a Friday and were fully operational in Zendesk by Monday, with all historical ticket data intact.
Minimal Disruption There was no significant drop in metrics or productivity following the transition.
Hands-on Support Import2 provided responsive and proactive assistance, addressing questions and making quick adjustments as needed.
Stronger Customer Empathy Experiencing a migration firsthand reinforced the challenges users face, highlighting the importance of a smooth, well-planned transition.
Joseph Sterner
Close Director of Support
"Import2 exceeded my expectations. I knew they would do a good job, but their team was highly responsive and readily available for questions and quick fixes when needed. The experience was even smoother than I anticipated."
For Close, this migration was more than just a technical process - it was a firsthand experience of the challenges their own customers face. The smooth transition reinforced their trust in Import2, proving that large-scale data migrations can be done efficiently with the right partner.
About Import2
Import2 is an automated, user-friendly data migration software that imports data 10 times faster than traditional methods at a 1/10th of the cost, with unmatched accuracy and security from over 12 years of experience and 60,000 migrations.