The problem
Tidewater’s support team had outgrown Zendesk in the way that sneaks up on you: nothing was broken, but everything was slow. Screens lagged, automations could not be tested, and the bill grew with every add-on.
The switch
They exported a full snapshot on a Friday, imported into Cherryrise with threading intact, and ran both tools in parallel over the weekend. By Monday, agents were working entirely in Cherryrise.
The result
Median first response dropped 41% in the first month, driven mostly by keyboard-first navigation and routing rules they could finally test before shipping. SLA breaches stopped being a weekly fire drill.
We replaced Zendesk on a Tuesday. The whole team noticed by Wednesday.
DW
Dana Whitfield
Head of Support, Tidewater