ServiceNow to Freshworks | A migration people didn't dread

The Mission

Tool migrations have a reputation, and it is earned. Teams get told a new platform is coming, training is an afterthought, and adoption becomes a slow-motion battle of workarounds and quiet rebellion. This business was moving from ServiceNow to Freshworks, and the goal was to land it differently: data moved safely, people trained properly, and a go-live that felt like a step forward rather than something done to them.

The Work

We treated the migration as two journeys running side by side: the data and the people.

On the data side, we worked with teams to map what actually needed to move. Years of tickets, assets and knowledge articles accumulate a lot of clutter, so migration became an opportunity to clean house rather than ship the mess to a new address. We helped teams validate their own data, because nobody knows what matters in a queue better than the people working it, and that involvement built ownership long before go-live.

On the people side, we ran hands-on training sessions shaped around real daily work, not generic tool tours. How do I raise this? Where did my views go? What does my morning look like now? Sessions were run per team, in their language, using their scenarios. We backed it up with quick-reference guides and an open-door channel for questions, so the learning didn't end when the session did.

The Result

Go-live came and went without the usual chaos. Tickets flowed, queues were worked, and the helpdesk supporting the helpdesk was quiet. Because people had cleaned and validated their own data, trust in the new system was there from day one. Because training used their real work, adoption wasn't a phase, it was immediate. The most telling sign: within weeks, people were suggesting improvements to Freshworks workflows. You don't optimise a tool you're resisting.