Transforming customer support with seamless data migration

Luno, a leading crypto investment platform serving millions of users across 40+ countries, was at a pivotal moment in its growth. Their existing CRM system struggled to keep up with the demands of a rapidly scaling user base, affecting customer experience and operational efficiency. To overcome these challenges, Luno partnered with Nimble Approach.

Luno identified Zendesk as the dedicated platform for their support ticketing, knowledge base, and customer engagement functions. The project aimed to:

• Enhance Customer Experience: By reducing required interactions, decreasing handling times, and enabling customer self-service, the migration would significantly improve the overall customer experience.
• Reduce Costs: Transitioning to Zendesk would help Luno manage costs more effectively while scaling their operations.
• Increase Efficiency: With improved functionality, Luno’s support agents would benefit from reduced handling times and better engagement, leading to higher staff satisfaction.
• Maintain Focus on Core Operations: By partnering with Nimble Approach, Luno ensured that their internal teams could stay focused on their core offerings while the migration was expertly managed.

The project’s scope included migrating six months of closed support tickets, all current open tickets, internal and external help articles, reporting capabilities, business processes across departments, and third-party integrations – all within tight timeframe.

Nimble Approach was selected to lead this critical project due to our proven track record with Luno and our deep experience in similar large-scale migrations. Our structured, comprehensive approach was key to the project’s success:

1. 1. Identify: Understand existing problems and convert them into actionable solutions.
   2. Design: Determine what should be built, ensuring alignment with Luno’s goals.
   3. Plan: Detail the implementation plan, defining how each component would be developed and budgeted.
   4. Deliver: Execute the migration, ensuring seamless integration and minimal disruption.
   5. Embed: Upskill Luno’s internal teams, providing documentation and training to ensure smooth post-launch operations.
   6. Evaluate: Evaluate the project’s impact, ensuring it met the intended objectives and provided lasting value.
   7. Close: Carry out  a comprehensive review of the programme’s achievements, documenting and sharing lessons learned, and transitioning the responsibility for ongoing operations to the appropriate stakeholders.

• Enhanced Customer Experience: The new CRM allows Luno to provide faster, more efficient support, directly contributing to customer satisfaction and retention.
• Cost Savings: The migration to Zendesk has reduced platform costs, making the support function more economical as Luno scales.
• Increased Efficiency: With improved reporting capabilities and streamlined processes, Luno’s support teams can handle inquiries more effectively, reducing repeat contacts and agent training time.

Projected Improvements (Zendesk estimates):

• 30% Increase in Web Self-Service: Empowering customers to resolve issues independently.
• 25% Reduction in Repeat Contact: Streamlining customer interactions for more efficient service.
• 10% Decrease in Training Time: Accelerating onboarding for new support agents, enhancing team productivity.