Betterworks
How Betterworks migrated 42,000+ contacts from Salesforce to Zendesk at a 96.4% success rate, eliminating thousands of data mismatches and connecting their CRM to real-time support data.
Industry: Performance Management Software
Client Profile: Enterprise software company serving Fortune 500 clients including Intuit and Synopsys
Key Results
- 96.4% import success rate across 42,129 contacts
- $55,000–78,000/year estimated savings from data accuracy alone
- Real-time sync between Salesforce and Zendesk via Census
About the Client
Betterworks is a performance management software company that helps organizations align goals, track progress, and develop talent. They serve enterprise clients including Intuit and Synopsys. With that kind of customer base, accurate data synchronization between their CRM and support platform isn't optional.
Client Voice
We migrate and synchronize customer data between Salesforce and Zendesk with enterprise-grade accuracy, so every support interaction starts with the right context.
Is bad data costing your support team hours every week?
The Challenge
Betterworks' support team couldn't reliably match incoming contacts to the correct enterprise accounts. When a support request came in from someone at Intuit or Synopsys, the system frequently associated it with the wrong organization or displayed outdated contact information.
Root Cause: Data Drift
Salesforce held the authoritative customer data, but Zendesk had no automated way to stay in sync. Over 42,000 contacts lived in Salesforce. Many of those contacts existed in Zendesk too, but with stale names, wrong organization links, or duplicate records.
Downstream Impact
Tickets got misrouted. Response times varied unpredictably. Agents spent time untangling data problems instead of solving customer issues. The sandbox environment hadn't been provisioned, so every configuration change happened in production.
The Solution
Data Migration at Scale
The engagement started with the data problem. 42,129 contacts needed to move from Salesforce into Zendesk with correct organization associations. Intelligent matching logic was built to resolve name and organization mismatches automatically rather than requiring manual review.
Enterprise SLA Configuration
SLA configurations were designed with tiered escalation paths for enterprise clients. A sandbox environment was provisioned so future changes could be tested safely before going live.
Real-Time Synchronization
Census, a data synchronization platform, was connected to Zendesk for ongoing automated sync. Salesforce remained the single source of truth, and Zendesk would stay current without manual intervention.
Workflow Automation
Automated workflows (Action Flows) cut manual steps out of routine support processes. Zendesk forms were deployed for structured data capture. The entire engagement ran within a 27-hour bucket, with shared progress tracking for full project visibility.
The Results
By the Numbers
- 42,129 contacts processed — 40,619 imported successfully (96.4% success rate)
- 26,150 new users created in Zendesk
- 13,442 existing users updated with corrected information
- 125 organizations imported and synchronized
- 3,463 organization ID corrections + 2,211 name corrections resolved
- 5,210 production updates executed at a 100% success rate
Cost Impact
Before the migration, agents routinely lost 10–15 minutes per misrouted ticket tracking down the correct account. With roughly 200 misrouted tickets per week, the team estimates they've recovered approximately 35–50 hours of agent time weekly. At an average fully loaded cost of $30/hour, that's roughly $55,000–78,000 in annual savings from data accuracy alone.
Real-time synchronization through Census means the data won't drift out of sync again. Every support interaction now starts with the right context.
We migrate and synchronize customer data between Salesforce and Zendesk with enterprise-grade accuracy, so every support interaction starts with the right context.
Is bad data costing your support team hours every week?