How to Migrate from Cresta to Ceven
Cresta's AI Agent autonomously resolves customer conversations end to end across voice and digital channels. It is designed to handle customer support efficiently, providing a seamless experience for both customers and support teams.
Ceven is an AI workflow automation platform that connects to 1,000+ tools, runs end-to-end workflows on a schedule with AI steps and human-approval gates, and can build & host no-code pages/apps.
Migrate from Cresta to Ceven in 7 steps
Inventory your workflows by outcome
List all the customer support outcomes you want to achieve, such as ticket resolution, follow-up actions, and customer feedback collection. This will help you understand what needs to be rebuilt in Ceven.
Connect the same apps in Ceven
Ceven will need access to the same apps and data sources that Cresta uses. Start by connecting these apps in Ceven. This includes your CRM, email platforms, and any other tools involved in your support workflows.
Describe the outcomes to rebuild
Instead of recreating each workflow one-for-one, focus on the outcomes. For example, if Cresta handles ticket resolution, describe the steps needed to achieve this in Ceven, consolidating steps where possible.
Add AI steps and approval gates
Where Cresta's workflows were brittle or lacked human oversight, add AI steps and human-approval gates in Ceven. This can help catch edge cases and ensure quality control.
Validate in parallel
Run both Cresta and Ceven in parallel for a period. Use real data to ensure that Ceven's workflows are performing as expected. This step is crucial for maintaining service quality during the transition.
Schedule and cut over
Once you've validated that Ceven is handling the workflows correctly, schedule a cutover date. Ensure all stakeholders are informed and that there is a rollback plan in case of any issues.
Monitor and optimize
After the cutover, monitor the performance of your workflows in Ceven. Use Ceven's analytics to identify areas for optimization and continuous improvement.
Why teams switch from Cresta to Ceven
Teams often switch from Cresta to Ceven to leverage a more versatile and integrated workflow automation platform. Ceven's ability to connect to 1,000+ tools and run end-to-end workflows with AI steps and human-approval gates provides a robust solution for automating various aspects of customer support. Additionally, Ceven's no-code capabilities allow for building and hosting custom pages and apps, offering a comprehensive solution for teams looking to streamline their operations beyond just customer support.
What moves over and what doesn't
When migrating from Cresta to Ceven, the focus is on transitioning the automation and workflows, not the CRM database. Cresta's AI-driven customer support workflows can be rebuilt in Ceven, but the actual customer data and interactions remain in your CRM system. Ceven excels at automating the busywork around the CRM, such as enrichment, follow-ups, syncing, and reporting, running alongside your CRM rather than replacing it. Ceven will not automatically import your workflows from Cresta, so you will need to rebuild them, which often results in more streamlined and capable workflows.
Avoiding the common pitfalls
One common pitfall is attempting to recreate each workflow one-for-one from Cresta to Ceven. Instead, focus on the outcomes you want to achieve and rebuild the workflows in Ceven to achieve those outcomes more efficiently. Another pitfall is not validating the workflows in parallel. Running both systems simultaneously on real data ensures a smooth transition and minimizes disruptions. Additionally, ensure that you have human-approval gates on writes to systems of record to maintain data integrity during the migration process.
Frequently asked
Can Ceven automatically import my workflows from Cresta?
No, Ceven does not offer an automatic import feature for workflows. You will need to rebuild your workflows in Ceven, which often results in more streamlined and capable workflows. This process allows you to consolidate steps and add new capabilities using Ceven's AI steps and human-approval gates.
Will my customer data be transferred to Ceven?
No, Ceven is not a CRM and does not replace your system of record. Your customer data will remain in your CRM. Ceven will handle the automation and workflows around your CRM, ensuring that customer support processes are streamlined and efficient.
How long does the migration process typically take?
The duration of the migration process depends on the complexity of your workflows and the number of connected apps. It is recommended to allocate sufficient time for rebuilding workflows, validating in parallel, and optimizing the new workflows in Ceven. This process can take anywhere from a few weeks to a few months, depending on your specific requirements.