Migrate from Sercom to Pipedrive

Sercom's Contact record maps directly to Pipedrive's Person object. Name, email, phone, and address fields carry over. Owner assignment resolves by email match to Pipedrive users. Contacts without an email receive a fallback owner and are flagged for manual review in the migration report.

Sercom's Organization maps to Pipedrive's Organization object — a direct 1:1 translation. Domain/website, industry, employee count, and annual revenue fields map to their Pipedrive equivalents. Multi-location organizations require one Organization record per physical site, linked via a custom address field if location context matters.

Sercom work orders that represent billable sales outcomes map to Pipedrive Deals. Work order status translates to a Pipedrive stage name within the target pipeline. Probability and forecast category are assigned per stage during pipeline configuration. Work orders tracking internal service tasks map to Activities or remain as custom field data on the associated Deal.

Sercom service tickets that represent post-sale support stages map to Pipedrive Deals in a dedicated support pipeline. Ticket priority and category fields migrate as Pipedrive custom fields. Pipedrive's Lead object is not used unless Sercom has a distinct pre-sale lead record type.

Sercom contact properties that have no direct Pipedrive Person field equivalent are created as Pipedrive custom fields on the Person object before import. Each custom field gets a hash-based key via Pipedrive's API; the original Sercom field name and data type are preserved for admin reference.

Sercom work order custom properties migrate as Pipedrive Deal custom fields. Pipedrive's inheritance model means any Deal custom field is automatically available on Leads as well. We create the fields in Pipedrive first and capture the API key for mapping during import.

Sercom service logs and technician visit notes map to Pipedrive Activities of type Task, with the activity subject carrying the original log type (e.g., 'Service Visit', 'Field Inspection'). Timestamps are preserved in UTC. Each activity is linked to the parent Person or Deal via Pipedrive's item_id and item_type fields.

Sercom email records are imported as Pipedrive Activities with type 'Email'. The email subject, plain‑text body, timestamp, and sender/recipient addresses are transferred; CC and BCC fields are stored as custom fields when present. HTML bodies are converted to plain text to match Pipedrive's activity display. Each email activity is linked to the corresponding Person or Deal via email‑address matching.

Files attached to Sercom work orders or contacts are downloaded, re-hosted, and attached to the corresponding Pipedrive Person or Deal record. Pipedrive's file storage limits apply per plan (5GB/user on Essential, scaling up to unlimited on Enterprise). Files exceeding plan limits require a storage upgrade or alternative attachment hosting.

Sercom user records resolve to Pipedrive users by email address. If a Sercom user has no email match in Pipedrive, we assign their records to a designated fallback Pipedrive user and flag each record in the migration report for manual reassignment. Active and inactive user status is noted but Pipedrive handles user provisioning separately.

Sercom locations or site records split across multiple Pipedrive objects. Primary site address lands on the Organization record. Additional site addresses are stored as Pipedrive custom fields on the Organization using multi-line text or as separate Organization records linked via a parent-child relationship, depending on the client's reporting needs.