Why Teams Choose Salesforce - and ProQuest to Implement It
Organisations today face a critical choice: invest in a powerful CRM like Salesforce or opt for a dedicated customer service platform like Zendesk. Both have strengths, but they serve different purposes. Salesforce offers deep customisation and enterprise-grade capabilities, while Zendesk excels at out-of-the-box support workflows. If you're leaning towards Salesforce, ProQuest can help you get it right.
What makes ProQuest different as a Salesforce implementation partner?
ProQuest has extensive experience implementing Salesforce Service Cloud for organisations that need more than a ticketing tool.
We help teams move from platform decision to live implementation, with scalable solutions designed around your customer service operations and growth plans.
Where Salesforce Delivers Value vs Zendesk
Customer relationship management
Salesforce provides comprehensive CRM capabilities that go far beyond ticketing, enabling teams to manage the entire customer lifecycle from lead to advocacy. Unlike Zendesk's support-focused approach, Salesforce integrates sales, service and marketing in one platform.
Salesforce's ecosystem allows deep integration with hundreds of business applications and custom development, while Zendesk offers more limited integration options. Salesforce suits organisations needing complex, tailored solutions.
Deployment speed and simplicity
Zendesk excels at rapid deployment with out-of-the-box support workflows, while Salesforce requires more implementation time but delivers greater long-term flexibility and power.
Scalability and growth
As organisations grow, Salesforce scales seamlessly across multiple clouds and business functions, while Zendesk remains primarily focused on support operations. Salesforce is built for enterprises planning long-term expansion.
When Salesforce Wins Over Zendesk
Choosing between Salesforce and Zendesk depends on how your teams operate and what outcomes you need to drive.
In the following scenarios, Salesforce typically offers a stronger, more connected solution.
Shared customer view across teams: Sales and support work from a single record, giving full visibility across every interaction and touchpoint.
Key point: Instead of running Zendesk alongside a separate CRM, Salesforce brings everything together in one platform with a single customer record.
Support for more complex workflows: Beyond ticketing, Salesforce enables processes that span teams, departments, and customer lifecycle stages.
Clear link between support and revenue: Service performance can be tracked alongside pipeline, retention, and upsell impact.
One platform instead of multiple tools: Salesforce Service Cloud reduces the need for separate systems by combining CRM and support in one place.
What Working with ProQuest Looks Like
Organisations work with ProQuest to:
✔ Implement Salesforce Service Cloud in a way that matches their customer service operations and growth plans
✔ Understand the total cost of Salesforce ownership over a 3-5 year period
✔ Optimise service workflows to improve efficiency across sales and support teams
✔ Plan integration with existing systems, including any that will run alongside Salesforce
✔ Avoid costly mistakes by drawing on real-world Salesforce implementation experience
This is not about choosing the most popular platform. It is about implementing Salesforce in a way that delivers real business value - and having the right partner to make that happen.
Ready to Get Started with Salesforce?
Whether you're implementing Salesforce Service Cloud for the first time or expanding your existing Salesforce environment, the starting point is a focused conversation about your customer service requirements and growth trajectory.
What Salesforce features make it better for growing businesses than Zendesk?
Salesforce gives growing businesses a platform that scales across the entire customer lifecycle, not just support. Where Zendesk is built around ticketing, Salesforce Service Cloud connects service with sales, marketing and operations in one platform, giving your team a complete view of every customer. As your business grows, you can expand into Sales Cloud, Marketing Cloud or Agentforce without switching platforms or migrating data. ProQuest implements Salesforce Service Cloud for ANZ businesses ready to scale beyond what a support tool can deliver.
Can we integrate Zendesk with Salesforce?
Yes. Many organisations use both platforms - Zendesk for support ticketing and Salesforce for broader CRM functions. Integration is possible through APIs and third-party connectors, though it requires careful planning. ProQuest can advise on whether a hybrid approach makes sense or whether consolidating onto Salesforce Service Cloud is the better long-term move.
How long does it take to implement Salesforce versus Zendesk?
Should we migrate from Zendesk to Salesforce?
What's the cost difference between Salesforce and Zendesk?
What makes ProQuest different as a Salesforce implementation partner?
Zendesk can usually be implemented more quickly for basic support use cases, while Salesforce typically takes longer due to its broader CRM, automation and integration capabilities. ProQuest works with organisations to define timelines based on their specific requirements.
Migration from Zendesk to Salesforce makes sense if your organisation has outgrown support-only functionality and needs integrated CRM, sales and marketing capabilities. ProQuest can assess your situation and, if Salesforce is the right move, manage the migration with minimal disruption.
Zendesk’s per-agent pricing is typically lower upfront, but Salesforce’s per-user model often delivers better long-term value for multi-function organisations. When you factor in integration, training and unified customer data, Salesforce can be more cost-effective over time.
ProQuest has extensive experience implementing Salesforce Service Cloud for organisations that need more than a ticketing tool. We help teams move from platform decision to live implementation, with scalable solutions designed around your customer service operations and growth plans.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored Salesforce solutions using disciplined Agile Scrum methodology. We bring customers' vision to life through efficient delivery of innovative and transformative solutions powered by Salesforce.
Contact
• Lvl 12, 3 Spring Street, Sydney
• The Executive CentreLevel 22, Salesforce Tower, 180 George St, Sydney NSW 2000
We acknowledge the Traditional Owners of the land where we work and live. We pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.
HomeWhat We DoCustomersBlogContact Us
