Introduction
A Community Bank relies heavily on its knowledge base to provide accurate information, procedures, and documentation to employees and customers. With an extensive repository of 7,423 knowledge articles containing step-by-step procedures, answers, documents, links, images, and attachments, they needed a robust solution to migrate its content from Engageware to Freshservice.
However, a significant challenge was Engageware does not offer an API endpoint for direct data sharing. Because of this limitation, a complex migration plan was needed, using unique method for precise data extraction and Klamp for smooth integration into Freshservice.
Lack of Engageware API Endpoint
Many modern SaaS platforms provide APIs to facilitate seamless data extraction and migration. However, Engageware lacks an API endpoint, making it impossible to extract data programmatically. This posed several challenges:
Migrate 7,423 knowledge article records (procedures, steps, answers, documents, and links) and preserve images/attachments from Engageware system to Freshservice.
Migrating knowledge articles from one platform to another is challenging due to several factors:
1. Formatting Differences
Each platform has its own way of structuring content (e.g., Markdown, HTML, or WYSIWYG editors).
Images, tables, and embedded content may not transfer properly.
2. Metadata & Categorization
Tags, categories metadata might not map directly between platforms.
Custom fields and templates might require reconfiguration.
3. URLs & Linking Issues
Internal links referencing other articles may break if URLs change.
External links might need updates to fit the new system.
4. Permissions & Access Control
Different platforms have different role-based access controls (RBAC).
Ensuring the correct user permissions for viewing/editing articles can be complex.
5. Search & Indexing
Search behavior varies across platforms, impacting how articles are found.
Some platforms have AI-powered search, requiring re-optimization of content.
6. Article Hierarchy & Structure
Parent-child relationships or categorization structures may not translate directly.
Some platforms support nested sections, while others do not.
7. Bulk Import Limitations
Some platforms have restrictions on bulk imports, requiring API-based migration.
Rate limits or API constraints may slow down the process.
Klamp’s Proprietary Integration Approach
To overcome these challenges, a two-step migration strategy was devised using proprietary solution for data extraction and Klamp’s automation engine for structured migration into Freshservice.
Step 1: Data Extraction from Engageware
The Engageware application did not have any API endpoints, and it was a challenge to migrate knowledge articles. Hence as an alternative, we recommended the customer to get a data dump from the backend DB and arrange to put all images and attachments in a folder and share with us.
Our team was capable of converting a data dump from any format like CSV, JSON, XML, etc to the desired format for migration.
A data dump is added in the webhook, which is used as the middleware for the transfer data.
Step 2: Seamless Data Integration into Freshservice using Klamp
Once the data was successfully extracted and converted into the desired format for migration next step was structured integration into Freshservice using Klamp’s integration platform.
The key advantages of this approach included:
Automated Data Mapping – Klamp enabled field-to-field mapping, ensuring that article titles, content, attachments, and metadata were correctly placed in Freshservice.
Batch Processing – Given the large volume of records, Klamp processed the migration in batches to avoid system overload and ensure accuracy.
Data Validation & Cleanup – Before final import, a validation process was conducted to ensure all articles retained their original structure and attachments.
After data mapping, we had multiple conversations with the customer to sort out the category and folder mapping.
Step 3: Sample Migration
After completing the data mapping process, we proceeded with a sample migration involving the transfer of 10 records. This initial migration was conducted to verify that the output aligns with the customer's expectations and to identify any potential discrepancies or areas for improvement.
Following the migration, a thorough review of the sample data was carried out to ensure accuracy, consistency, and compliance with the predefined requirements. By analyzing the migrated records, we were able to assess the quality of the data transformation and validate that all necessary fields were correctly mapped and processed.
This review and sample migration step was very important for making the data migration process work better before the full-scale migration. We promptly addressed any identified issues, thereby refining the migration plan, safeguarding data security, and reducing errors. This method makes sure that the migration goes more smoothly and quickly when working with the whole information, giving the customer what they want in the end.
Since all this pre-work was done meticulously, the full migration was executed seamlessly. Once the migration was completed, the customer was able to verify the data efficiently and quickly approve the migration.
Given that the customer operates in the financial services industry, maintaining data integrity was a top priority. Our migration approach ensured accuracy and reliability, addressing their critical business needs.
Impressed by the smooth execution and precision of the migration, the customer is now exploring additional ways to use Freshworks suite of products for other business use cases.
This project sets a precedent for organizations facing similar migration challenges. Whether dealing with legacy systems, missing APIs, or large data volumes, a well-planned extraction and integration strategy can ensure seamless transitions with minimal disruptions.
By implementing innovative solutions like Klamp, organizations can future proof their knowledge management systems, enabling better service delivery, improved efficiency, and enhanced customer support.
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