Case Study
How Jade Global Helped Gen, a High Tech Leader with Enhanced User Functionality & Experience
Download Case StudyThis case study showcases Jade Global's partnership with Gen, a leading company in the high-tech software industry, aimed at consolidating Zendesk processes and data from CCleaner and HMA into Avast's Salesforce Service Cloud Org in Arizona, US. The collaboration focused on streamlining service operations, boosting efficiency, and integrating a unified support framework across Gen Digital's extended enterprise. This successful initiative not only enhanced service delivery but also strengthened operational unity and customer support, reinforcing Gen Digital's market position and resilience amidst complex M&A activities.
Client: 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.
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.
- Standardization and enhancement of service processes within a single service cloud instance, eliminating inconsistencies across multiple orgs
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.
- Designed a repeatable migration framework for future acquisitions to ensure faster, cost-effective onboarding of additional brands like Avira.
Business Benefits Achieved
The migration and consolidation program significantly strengthened Gen Digital’s service operations, delivering measurable value:
- Unified service processes across multiple acquired entities into a single Salesforce Service Cloud org, enabling standardization and global consistency.
- Eliminated 100% maintenance costs for two legacy Zendesk instances, saving approximately $150K annually.
- Improved agent efficiency by 20%, resulting in faster case resolution and better SLA compliance.
- Reduced operational complexity by 30% through process standardization and automation.
- Achieved seamless integration between Service Cloud and Intercom, increasing case creation efficiency by 25%.
- Delivered a lower total cost of ownership (TCO) by 20% reduction in IT overhead and infrastructure costs through platform consolidation.
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