Migrate from Pega Customer Engagement Suite to Freshsales

Discovery and case taxonomy design

We audit the source Pega environment including Case Types, custom Entities, Data Pages, Customer Profile schemas, and engagement history volume. We pair this with a Freshsales plan assessment to determine which tier (Sprout, Growth, Pro, Enterprise) covers the customer's record count and custom object needs. The key output is a case taxonomy document that categorizes every Pega Case Type and maps it to either a Freshsales Deal, Ticket, or Activity record. This document is the design foundation for the entire migration and requires customer sign-off before schema work begins.

Destination schema design and custom object provisioning

We design the Freshsales destination schema based on the case taxonomy. This includes provisioning custom objects for Pega Entities that do not map to standard Freshsales objects, creating custom fields on Contact, Account, and Deal to capture Pega custom field values, and configuring Freshsales workflow triggers to approximate Pega routing logic where feasible. Custom object naming follows Freshsales conventions and is validated against the plan tier limits (Growth and above required for custom objects). Schema is validated in a Freshsales sandbox or trial environment before production migration.

Multi-source data extraction from Pega

We extract data from Pega using the combination of native export tools, API-based extraction, and direct database access where permitted. This multi-source approach ensures complete coverage of Cases, Work Objects, Customer Profiles, custom Entity records, Data Page values, and engagement history. We run a row-count reconciliation against the customer's reported record counts before the extracted data is staged for transformation.

Transformation and case-to-deal restructuring

We transform the extracted Pega data into Freshsales-native records in the staging environment. The case taxonomy drives how each Pega Case maps to Deal, Ticket, or Activity. Customer Profiles become Contacts with Account resolution. Custom Entity records are inserted into Freshsales custom objects with lookup relationships resolved. We apply field-level transformations (data type conversions, picklist normalization, date formatting) and run a transformation validation against a sample of records before bulk load.

Sandbox migration and reconciliation

We run a full migration into the Freshsales staging or sandbox environment using production-like data volume. The customer's team reconciles record counts and spot-checks sample records against the Pega source. Any mapping corrections (field mismatches, lookup resolution failures, custom field omissions) are resolved in the staging environment. The customer's sign-off on the staging migration is the gate for production cutover.

Production cutover and post-migration handoff

We freeze writes to the Pega source during cutover, run a final delta migration for any records modified during the migration window, then enable Freshsales as the system of record. We deliver the Pega Case Type documentation and Decision rule specifications to the customer's team for manual rebuild in Freshsales workflows. We support a one-week hypercare window for reconciliation issues raised by the customer's team. Post-cutover, the Pega environment can be decommissioned or retained for read-only historical reference per the customer's data retention policy.