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Saksoft

Zero Disruption Digital Transformation: Migrating a Global Loyalty Platform to ServiceNow CSM in 4 Weeks

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About The Client

A customer loyalty and engagement platform, recently acquired by a larger technology group, needed to consolidate its service operations infrastructure. The acquired entity was running its customer support on an inherited cloud setup, carrying over restrictive license commitments from the acquisition deal. Transitioning to ServiceNow provided a route off this siloed setup and onto the platform already utilized by the wider group.

Challenges

The client had to move off their previous system while navigating several critical constraints:  

  • Fixed Deadline: The inherited platform licenses were close to expiring, leaving very little time to act.
  • High Financial Risk: Renewing the prior licenses meant incurring a heavy, recurring cost.

  • Accelerated Timeline: To avoid the renewal fees, the organization needed to get a full platform replacement live within a few weeks.  

  • Zero Disruption Requirement: The migration had to be executed without disrupting the end customers, who needed the exact same service from day one.

Solutions

  • Cross Platform Expertise and Rapid Deployment
    Saksoft moved the entire support operation onto ServiceNow in four weeks, establishing it as one unified platform for Customer Service Management.

    To ensure continuous service delivery, all enterprise customer accounts kept their own service level rules. This resulted in 116 separate SLA configurations, so none of the client’s customers saw any change in the service they received. The deployment also included a unidirectional integration with Jira, allowing records to flow automatically from ServiceNow into Jira without manual rekeying.

  • The Differentiator: Secure AI Driven Data Migration
    Data migration was the most critical phase and required absolute accuracy from the very beginning. Saksoft deployed Artificial Intelligence specifically to evaluate the migration schema on both the inherited and ServiceNow platforms. This mapped the two structural frameworks, verified data readiness, and ensured correct placement.

    Crucially, the AI operated exclusively on the structural schema and the migration process itself. It did not process the client’s actual records. Customer data remained completely secure and was never exposed to the AI models. This strategic protocol kept the migration fast and clean, saved time and cost, and guaranteed that precise data was ready from day zero.

Business Outcome

By transitioning the support operation entirely onto ServiceNow, the client successfully replaced the siloed setup and achieved immediate strategic value.

  • Live Within a Month: The team successfully launched the fully operational support environment in just four weeks.

  • License Renewal Cost Avoided: The organization completely bypassed the heavy, recurring financial burden of the inherited platform.

  • One Platform, One View of the Customer: Operations are now unified on ServiceNow, matching the wider group’s infrastructure.

  • 116 SLAs Configured: All enterprise customer accounts retained their highly specific, custom service-level rules with zero disruption.

  • 10,000+ Cases Migrated: Historical data was transferred securely and accurately from day zero.

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