Introduction
Data flows from one system to another continuously, from project updates and sales to customer records and personnel details. Companies like Michaels handling vast amounts of data is crucial. Business needs something that helps in automated solutions that enable transfer data between different applications with smooth collaboration across departments, while spreadsheets and databases help to store data. Data migrating this data from ServiceNow to Freshservice will have its challenges. In this blog, we’ll discuss how Klamp and Arbaan simplify data migration and ensure the Michaels retain important business data without any risk of loss.
With Klamp, Michaels can establish an automated workflow to seamlessly transfer data between apps in real-time. This ensures that new data is processed instantly, keeping operations efficient. However, businesses often need to migrate existing historical data stored across multiple platforms. In this article, we’ll explore how Klamp simplifies data migration, ensuring Michaels retains critical business information without any risk of loss.
From Evaluation to Execution: Why a $5B Retail Giant Chose Klamp for Their Migration
This migration project is for a large retail chain customer based in the United States, with an annual revenue exceeding USD 5 billion. Initially, the customer and their reseller had planned to execute the migration through other System Integrator (SI) partners. At this stage, neither Arban nor Klamp was under consideration for the project. However, after a thorough evaluation of our capabilities and the strength of Klamp’s solution, both the reseller and the customer recognized the efficiency, scalability, and reliability of our platform. As a result, they ultimately decided to entrust our team with the migration instead.
The migration itself is highly complex, involving the transfer of millions of data records across multiple workspaces. Given the scale and depth of the project, it includes numerous custom fields, intricate data mappings, and various ticket types such as incidents, change requests, and service requests. Additionally, the migration process encompasses critical elements like asset management records and extensive knowledge base articles, ensuring that all essential data is accurately transferred and remains fully functional in the new system.
With Klamp’s expertise and advanced migration capabilities, we are committed to delivering a seamless and efficient transition, minimizing disruptions while ensuring data integrity and system compatibility throughout the process.
From the very beginning, we took a proactive approach to ensure a well-structured migration plan for the customer. Our team played a crucial role in gathering the right data for field mapping, conducting API analysis, and performing all necessary pre-work to set up connectors within Klamp efficiently. Given the complexity of the migration, we ensured that each module was meticulously prepared to enable a seamless transition within a quick timeframe.
The migration involved moving data from ServiceNow to Freshservice, covering approximately 18 months’ worth of records, including both open and closed tickets. This process spanned across five different workspaces, each with its own unique formatting structures, varying data types, and specific field requirements. Despite having a solid plan in place, there were multiple ad hoc requests and shifting priorities that required us to adapt dynamically.
The project involved multiple stakeholders, including Arbaan, Klamp, Flycast (the customer’s onshore partner), and Michaels (the end customer). Initially, our interactions with the customer and Flycast were primarily via email, which led to some communication gaps. To improve coordination, we gradually increased the frequency of our sync meetings—from weekly to bi-weekly and eventually to daily check-ins. These regular discussions played a key role in resolving issues swiftly, aligning all teams on dynamically evolving requirements, and facilitating quick decision-making. The transparent and agile communication ensured that everyone, including the customer, was on the same page, helping us stay on track despite changing priorities.
Once we had the necessary data, we swiftly set up Klamp connectors, ran a proof of concept (POC), optimized the connectors, and finalized a comprehensive migration plan. Our approach focused on efficiency, starting with open tickets, followed by closed tickets, and conducting a delta run to capture any new tickets created before the go-live. With a well-executed strategy, we successfully completed the project well ahead of the deadline, demonstrating the robustness of our solution and the efficiency of our team.
The customer is a highly valuable and strategic account for Freshworks, making their onboarding and successful transition a top priority for the company. Given the significance of this migration, even Freshworks’ top management, including the CEO, has been closely monitoring the progress of the project to ensure a smooth go-live.
Originally, the data migration was assigned to other system integrator (SI) partners. However, due to the sheer scale and complexity of the project, they struggled to meet the required deliverables. The migration involved handling vast volumes of data within stringent deadlines while also accommodating evolving priorities. These factors made it increasingly difficult for the initial SI partners to execute the project effectively.
The challenge lay not just in migrating the data but also in ensuring accuracy, compliance with business requirements, and seamless integration within Freshworks’ ecosystem. Given the critical nature of this transition and the inability of the original SI partners to deliver, the project was reassigned to our team. Our expertise, proven capabilities, and robust solution within Klamp positioned us as the right choice to take over and drive the migration to success.
Our team demonstrated multiple strong capabilities that played a crucial role in the successful execution of this complex data migration. These key strengths ensured a seamless transition, minimized risks, and maintained data integrity throughout the process.
Technical Skills
Our team possessed deep expertise in both Freshworks and ServiceNow, along with a comprehensive understanding of APIs, data structures, and integration workflows. This technical proficiency allowed us to efficiently map complex data fields, handle different formatting structures, and develop optimized Klamp connectors for seamless data migration.
API Expertise – We leveraged our knowledge of both ServiceNow and Freshworks APIs to extract, transform, and load (ETL) large volumes of data efficiently while maintaining the integrity of custom fields, ticket types, and user data.
Data Handling and Transformation – The project required migrating structured and unstructured data across multiple workspaces while ensuring compatibility with Freshworks’ system requirements. Our team meticulously handled data transformation, validation, and error resolution.
Scalability and Optimization – Given the large dataset spanning 18 months of transactions, we developed an optimized approach that included phased migration, delta runs, and real-time data validation to ensure accuracy.
Project Management
Effective project management was crucial to keep the migration on track and avoid slippages despite changing priorities and a dynamic scope.
- Structured Planning and Execution – We implemented a water-tight project plan, breaking down the migration into structured phases to handle different data types, such as open and closed tickets, incidents, service requests, change requests, assets, and knowledge base articles.
- Adaptive Prioritization – Throughout the project, evolving business needs required adjustments to priorities. Our agile approach ensured that we could dynamically reprioritize tasks without compromising the overall timeline.
- Proactive Issue Resolution – With tight deadlines and large data volumes, proactive risk assessment and issue resolution were key. Our team swiftly addressed challenges related to data inconsistencies, missing fields, and API limitations.
Communication
Seamless collaboration between multiple stakeholders was essential to ensure a smooth migration process.
Regular and Transparent Communication – Initially, communication gaps caused delays, but we quickly adapted by increasing the frequency of meetings. What started as weekly connects evolved into bi-weekly and eventually daily syncs with the customer, Flycast (the onshore partner), and Freshworks.
Stakeholder Alignment – We ensured all key stakeholders, including technical teams and decision-makers, were aligned on migration goals, timelines, and roadblocks. This transparency enabled faster decision-making.
Customer-Centric Approach – By keeping the customer informed about progress, challenges, and proposed solutions, we built trust and enabled them to make quick and informed decisions.
Our ability to combine technical expertise, strong project governance, and clear communication played a pivotal role in ensuring the success of this high-stakes migration. Despite its complexity, we were able to complete the project ahead of schedule, exceeding expectations and reinforcing our reputation as a reliable partner for large-scale data migrations.
Conclusion
Migrating enterprise data at scale requires expertise, agility, and a robust strategy. Klamp’s success in executing the ServiceNow to Freshservice migration highlights our ability to handle complex projects with precision. For businesses looking for seamless, high-volume data migration, Klamp is the go-to solution.
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