Current challenges
02 / 09
Democracy Counts requires a stable, risk-managed transition from Zendesk to HubSpot. We will centralise support, documentation, and Jira activity to eliminate manual reporting and secure your institutional knowledge.
Operational transformation, not a platform swap. We reduce complexity, rebuild reporting trust, and give Democracy Counts a customer lifecycle that scales.
Your current reliance on manual data extraction from Zendesk creates significant operational friction. By unifying email, phone, and Jira activity, we will provide leadership with immediate visibility into service performance.
The migration prioritises the protection of your extensive Knowledge Base assets. We will ensure a seamless transition for your clients whilst equipping your team with automated reporting and tiered ticket management.
Data
CriticalWhat's happening
Manual reporting takes one individual several days every month to compile, diverting senior resource from high value tasks.
Business impact
Leadership cannot access real time service metrics, leading to delayed decision making and strategic blind spots.
Touches
Tooling
HighWhat's happening
Loss of data would force a costly and time consuming recreation of support assets for new cloud solutions.
Business impact
Years of proprietary software documentation and training resources are at risk during the platform transition.
Process
HighWhat's happening
Agents must manually create tickets for phone calls, increasing admin overhead and the risk of incomplete client records.
Business impact
Fragmented records across email, phone, and Jira prevent a true understanding of the cost to serve.
Touches
People
MediumWhat's happening
The team finds Zendesk overly complicated for simple tasks like user seat management and basic configuration.
Business impact
Underutilised and cluttered systems increase the total cost of ownership without delivering proportional value.
Touches
