Seamless Data Migration from ServiceNow to Freshservice for a Leading Retail Giant
Customer Overview
- Industry: Retail
- Location: USA & Canada
- Revenue: Over USD 5 billion
- Agents: 50,000+
Business Requirement
A leading retailer operating across the United States and Canada required a seamless migration of historical data from ServiceNow to Freshservice. The migration involved millions of records, multiple workspaces, and various custom field mappings, including ticket types like incidents, change requests, service requests, assets, and knowledge base articles.
Given the scale and complexity, the project was initially assigned to other System Integration (SI) partners. However, after evaluating the capabilities of Arbaan and its robust data migration solution, the customer decided to entrust Arbaan with the migration.
Challenges Faced
- Migration of 18 months of historical data across 5 workspaces with different formatting structures, field types, and complex mapping requirements.
- Inconsistent communication and delays in the initial phase, as discussions were primarily conducted over email.
- Ad hoc change requests and shifting priorities that needed real-time adjustments.
- High expectations from senior management, who closely tracked the project’s progress.
- Stringent deadlines and large-scale data volume made the project extremely challenging for other SI partners who initially took up the task.
Solution Delivered by Arbaan
- Structured Project Execution:
- Established a dynamic project plan to accommodate evolving priorities.
- Transitioned from weekly connects to daily sync-ups with all stakeholders (customer, Flycast as the onshore partner, and Michaels as the customer representative).
- Ensured real-time issue resolution and transparent communication.
- Technical Excellence & Agile Execution:
- Quick Setup of Connectors: Rapid API analysis and pre-work enabled a fast-tracked deployment of our integration modules.
- Proof of Concept (POC) Runs: Optimized data connectors before full-scale migration, ensuring accuracy and efficiency.
- Phased Data Migration Approach: Prioritized open tickets first, then closed tickets, followed by a delta run for tickets created in the interim before go-live.
- Handling Data Complexity: Addressed multiple formatting structures, unique field requirements, and mapping customizations across workspaces.
- Operational Excellence & Cost Savings:
- Despite initial setbacks, the project was completed well ahead of schedule, demonstrating superior project management and technical efficiency.
- The cost savings and return on investment (ROI) were significant, as Arbaan’s efficient approach reduced implementation time and minimized operational disruptions.
- Freshworks’ top management recognized the success of the migration, strengthening their confidence in Arbaan’s capabilities.
Key Takeaways
- Technical Superiority: Strong expertise in Freshworks, ServiceNow, and API integrations.
- Agility & Transparency: Adaptability to changing priorities and clear communication led to swift decision-making.
- Robust Project Management: No slippages, tight control over deliverables, and seamless execution.
This successful migration marks yet another milestone in Arbaan’s journey of delivering excellence in data migration and system integration.