System migration
Switch systems without the drop in accuracy after cutover
Solidroad is for operations and CX leaders moving a customer-facing team to a new helpdesk, CRM, order or billing system, for example from Salesforce Service Cloud to Jira Service Management or from Freshdesk to Zendesk. Learners practice the new process in a sandboxed replica of the new system and are scored on every click, field and input, so you can certify each wave before it moves over.
- Customer
My kettle arrived with the lid cracked. I'd like a refund, please, not a replacement.
- You
Sorry about that. I've found your order and I'm starting the refund to your card now.
- Order
- #20418, delivered
- Item
- Kettle, lid cracked
- Refund
- $64.00 to the original card
- Reason code
- Not set
What changed
Your team knows the old system too well
Experienced staff can learn the new screens. The trouble starts on a live contact, when a customer is waiting and years of habits from the old system take over.
Old shortcuts come back under pressure
People who used the old system for years reach for the workaround they know, or skip a field the old system used to fill in for them.
Errors and rework rise after cutover
Process changes roll out faster than people can absorb them. Supervisors lose their floor time to retraining and watching over shoulders.
Help requests pile up
Anyone who never got hands-on practice asks a colleague or raises a ticket. Practice on the live system puts real data at risk, and slides don't show anyone where the new step is.
Examples
Common system switches
Learners practice in a System simulation of the new system: a dynamic, sandboxed, fully working replica of the software your team uses, such as a helpdesk, CRM, order or billing system. The replica is scenario content, so it needs no integration with, or access to, the old system or the new one.
Salesforce Service Cloud to Jira Service Management
Cases become requests. Learners relearn where the customer's history sits, which fields a request needs and how work reaches the right queue.
Zendesk to Salesforce Service Cloud
Tickets become cases on a customer record. Learners find the account and contact first, then fill in the case fields your setup requires.
Salesforce Service Cloud to Zendesk
Cases become tickets. Learners relearn where account details sit, which ticket fields are required and how views and triggers route the work.
Freshdesk to Zendesk
The ticket screen looks familiar, which is when old habits slip through. Learners relearn the required fields, which macros replace their canned responses and how tickets are assigned.
Zendesk to Intercom
Work moves from tickets to conversations in a shared inbox. Learners relearn how conversations are assigned, where customer details sit and which steps the new automations now handle.
An in-house admin or order tool to a new order management or billing platform
Refunds, credits and order changes move to new screens with new rules. Learners set by hand the fields the old tool filled in, and learn which steps now need a reason code.
A shared inbox or spreadsheets to a ticketing system
Every request now gets a ticket, a status and an owner. Learners log, tag and route each one, where they used to reply straight from the inbox.
The scenario
An experienced Learner issues a refund in the new order system
- Who
Ordered a kettle that arrived with a cracked lid. Wants the money back today, not a replacement.
- Where
Live chat. The same Simulation runs on email and phone, or without a customer to check the system work on its own.
- In which tools
A sandboxed replica of the new order system, holding the scenario's order. No production access and no real customer data.
Find the order
Look up the customer's order in the new order system.
Refund the item
Refund the full amount to the card the customer paid with.
Set the reason code by hand
The old system filled it in from the order. The new one leaves it blank until the Learner picks a code.
Tell the customer what happens next
Confirm the refund and explain when the money will arrive, in your team's wording.
How it's scored
Old habits show up in practice, before a customer sees them
Each attempt is scored against your new process, on what the Learner did in the replica and what they said to the customer. Feedback follows every attempt, so they know what to fix before they try again.
Explained what happens next
The conversation is scored on your Scorecard: an apology, a clear confirmation of the refund and when the money will arrive.
Did it the new way
Every click, field and input is checked against the new process. The reason code the old system filled in now has to be set by hand, and the attempt shows whether the Learner set it.
Chose the right refund
A full refund to the original card for an item that arrived damaged, as the customer asked, with nothing added on top.
Common questions
Salesforce, Service Cloud, Jira Service Management, Zendesk, Freshdesk and Intercom are trademarks of their owners. Solidroad is not affiliated with or endorsed by them.