Case Study
How Jade Global Helped Gen, a High Tech Leader with Enhanced User Functionality & Experience
Download Case StudyClient: Gen
Industry: High Tech (Software
About the Client
Gen is a global cybersecurity company that provides a wide range of digital security products and services to protect individuals and organizations from online threats. Specializing in the High-Tech (Software) sector, the company boasts a substantial revenue of $3.5 billion. The company is embarking on a significant mergers and acquisitions consolidation project to optimize its service capabilities and organizational coherence.
Solution Offered by Jade
To meet Gen Digital's consolidation objectives, Jade Global delivered a strategic solution leveraging scalable Salesforce capabilities:
- Reimplemented and audited the existing Avast Service Cloud org and Zendesk setup to design a harmonized, scalable solution architecture.
- Mapped Zendesk features to Salesforce service cloud features, determining which processes to retain, enhance, or retire.
- Migrated Zendesk data from CCleaner and HMA into the Avast Service Cloud org by converting JSON files to CSV and processing them through Boomi integration.
- Implemented intercom integration with Avast Service Cloud to automatically create cases, improving omnichannel support capabilities.
Business Requirements
To drive operational excellence and unify customer support across merged entities, Gen Digital identified the following critical requirements for consolidating service operations and streamlining support processes:
- Migration of Zendesk processes and data from CCleaner and HMA into the existing Avast Salesforce Service Cloud Org.
- Establishment of a repeatable migration framework to onboard future acquired entities (HMA, Avira) seamlessly.
- Integration of third-party platforms such as Intercom for case creation within Salesforce.
- Reduction of operational complexity and infrastructure maintenance by retiring Zendesk and legacy support tools.
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