Case Study: Gen achieves unified, more efficient customer support with Jade Global's Salesforce Service Cloud migration

Gen cuts legacy support costs by $150K annually with Jade Global

Gen, a global cybersecurity company and high-tech software leader, faced challenges in unifying its customer support operations following multiple acquisitions. The company needed to consolidate disparate Zendesk processes and data from its acquired entities into a single, streamlined platform to reduce complexity and improve efficiency. To address this, Gen partnered with Jade Global for a Salesforce Service Cloud implementation and migration project.

Jade Global implemented a strategic solution that involved migrating data from Zendesk into the existing Salesforce Service Cloud org and integrating third-party platforms like Intercom. They also established a repeatable framework for future onboarding. This project delivered significant benefits for Gen, including the elimination of $150K in annual maintenance costs, a 20% improvement in agent efficiency, and a 30% reduction in operational complexity. Jade Global successfully unified Gen's service processes, enhancing overall support and resilience.

Gen