Case Studies

Background The Client partnered with Girikon – a reputed Salesforce consulting partner for implementing the Salesforce EDA Instance besides adopting the software to achieve a comprehensive view of their sales and marketing processes along with the student journeys. Girikon was preferred by the Client over other Salesforce partners due to their extensive experience working with companies having multiple divisions. Additionally, Girikon followed an agile methodology that empowered it to provide efficient and quality services to clients. The onshore and offshore capabilities offered by Girikon allowed them to provide their clients with a competitive price structure. The client was looking to implement the Student Success Hub to ensure proper management and well-being of their students with Girikon being the first in the Asia-pacific region to implement Student Success Hub. The Client also implemented the Digital Engagement Module including Chat Bot and SMS functionality for seamless communication and enhanced support. About the client The client is a higher education not-for-profit institute that recently celebrated 100 years of offering high-quality, biblically-based instruction and training. Although the client is dedicated to its Baptist background, their student community represents a diverse variety of denominations. The client’s goal is to train students to utilise their studies in their fields of work, such as teaching, ministry, missionary work, accounting, nursing, or construction. Apart from this, the client offers training in leadership development, education, counseling, chaplaincy, evangelism, ministry, and theology is provided by the client. At present, the client is undertaking a project related to Digital Transformation. As a part of this initiative, they are attempting to come up with a means of doing things more effectively. The Key objectives include reviewing the current digital ecosystem, implementing current business procedures, adopting a digital platform such as Salesforce to accommodate a 360-degree view of the student journey, and introducing key automation, and interoperability between their third-party systems. The Problem Listed below are the challenges faced by the client team: Lack of an appropriate student welfare process and support system. Lack of a proper tracking and analytical reporting system for monitoring student performance. Lack of a 360-degree view of their student activities and journeys. Lack of an Automated Appointment feature to assist students consult their faculty members and academic heads. Lots of manual steps were undertaken by the Student Services team. Lack of an appropriate feature to recognize and segregate low and high-priority cases communicated by students. The solution Girikon partnered with the client to ensure the successful implementation of the Student Success Hub, which helped them alleviate their pain points and increase their efficiency. The implementation of the software turned out to be a game-changer for the client and helped them in the following ways: Manage the well-being process and support system of students efficiently. Hassle-free tracking and analytical reporting of student performance Get a 360-degree view of their student journeys and activities. Provide students an option to connect with their faculty members and academic heads through the appointment feature. Prioritize and manage high and low-priority cases coming from students among team members. Have automated processes to enable the Student service team to manage events, tasks, and activities. The Outcome The implementation of the Students Success Hub by Girikon to match the client’s business processes were successful. Consequently, all the client’s business units are now stored in Salesforce and most of their data in Salesforce is now acting as a single source of truth. Students are now able to raise their concerns easily via cases allowing the Student Services team to prioritise them. Additionally, scheduling appointments has never been this simple for both Students and the Services team. The services team can easily create reports and track Student’s performance, activities, and other related metrics. Tasks, events, and activities management is now being streamlined and automated for the Student Services team.

Background The Client is a medical research institute based in Phoenix, AZ, and is dedicated to conducting groundbreaking research. Girikon was engaged to implement a Salesforce CRM to enable the Client to gather research data from all corners of the globe primarily through a series of targeted tests, questionnaires, and gamification. The business objective was to study millions of individuals by harnessing the power of the internet to help bring Clients closer to an appropriate therapy and cure for Alzheimer’s disease. The main requirement for a solution was a need to be scalable, improve efficiencies and increase participation. The Problem The following challenges were identified: Main objective was to match each patient with the appropriate therapy based on biology, targeting specific diseases and providing effective therapies. The first problem was to collate and organize research data to assist with the research for treatments Presentation of research data through analytical tools. The analytics tools were designed to sort the data ready for detailed analysis by a group of phycologists while providing the research team with a group of profiles to contact and invite to participate in DNA sampling. Products Used Sales Cloud, Experience Cloud (Customer Community), Marketing Cloud, HTML5 Game Development. Approach and Key Features Phase one included a wide-scale screening, which included a web-based memory test/games for over one million individuals. The attention and memory tests were conducted and results were collated and then presented. Once the web-based memory test of over one million individuals was conducted a selection of individuals participated in Phase One who met certain criteria set out by the Client. The specific individuals were selected from phase one to provide a DNA sample for evaluation. The results were collated and presented using analytics tools. Implemented Marketing Cloud for Email Marketing Campaigns, HTML conditional-based logic surveys, and reports for campaigns delivered and integrated with Sales Cloud to push the data from Marketing Cloud to Sales Cloud. The Outcome Healthcare Brain Research Solution by gamification includes memory games and mind games that study millions of other volunteers which can make real progress towards understanding and treating Alzheimer’s disease and other brain disorders. Dramatically reduced effort collating physiological and profile data from test recipients. A large amount of data i.e. 1 million + to sort and present in a graphical representation. Graphical representation can be filtered according to the profiles including religion, demographics, age, gender etc.

Background The Client, a USA-based Healthcare staffing firm, was looking to automate its marketing efforts and run awesome campaigns to consistently keep leads moving down the funnel to sales. The Challenge The main challenge was to manage just enough connection with Leads and not overwhelm them with too many emails The other part of it was to provide their client (clinicians) with seamless experiences throughout their engagement with the organization The Solution The solution evolved in the right usage of Pardot Engagement Studio, which not only allowed building complex, powerful yet personalized campaigns but also visualizes & test the recipient’s experience Drip campaigns were used to build awareness by sending educational materials over time. This helped the client in clinician retention and upselling Products Used Sales Cloud, Pardot The Outcome Build a strong marketing strategy Run effective email campaigns Use responses for analyzing the interest of clinicians to further personalized campaigns High retention rates & re-hires Better business and hence higher ROI on marketing automation investment

Approach for Integrating Contract Management Solution with Salesforce Discovery & Impact Analysis Based on the customer requirements to integrate Conga Solution with Salesforce, Girikon starts with Discovery & Analysis phase, where BA and Salesforce Architect are assigned to gather the requirements and problem statement. Girikon Business Analysts work with different Stakeholders to gather the requirements and prepare the user stories based on the roblem statement. Implementation & Configuration:  Based on user stories and initial solutions, Girikon assigned Salesforce Consultant to work on development. All the user stories were maintained in Jira. Once Conga CLM is integrated with Salesforce, the following tasks can be performed based on the solution developed:  Install and Upgrade Conga CLM (Contracts for Salesforce)  Configure Permissions and Licenses Add Buttons Add to Layouts Use Automatic Configurator Configure the Clause Library Create Clause Types, Clause Bundles, and Clauses Manage Clauses Document Generation with Salesforce CPQ Add quote terms from the Salesforce CPQ Clause Library Generate documents and Document type. Send for Negotiation using Microsoft Word. Negotiate documents through email True-Up data by syncing back to Salesforce. Deliver the final document according to the specified delivery method (for example, eSignature) Testing/Quality Assurance Once the development/Integration is done, the Girikon QA does the quality testing of all the deliverables through the following level of testing: Unit Testing: Functional testing for discrete functionality without the context of business processes Functional Testing: Functional testing using the business process scenarios, Integration Testing System Testing/UAT preferably on Full Sandbox UAT Phase Upon completion of the User Stories tagged for a release, the client will walk through all enhancements completed as part of the release. The formal UAT process will comprise verifying all developments done on a (partial/full) Sandbox. The QA team will also do regression testing to ensure all the features included in the release are completed and passed testing Roll-out, Support & Training Assistance During this phase, we cover the following activities: Deployment to Production End to End testing of Workflows in Production including Integrations Go-Live Post Go-live support Training as required & Handover

Background The client – a reputed event management company organizes transaction-oriented events that connect groups seeking to develop commercial relationships while expanding their business. As a leading player in the Exhibitions industry, the client is listed among the top event organizers across the globe. The client partnered with Girikon – a reputed certified Salesforce Consulting Company, to create universal knitting of all their business units spread across the globe under one Salesforce-driven platform and one sales process. The Problem The following challenges were identified: A global scalable CRM solution was needed for future acquisitions to manage their pre-and post-sales processes of booths, sponsorships, Delegate & Vendor management across different locations Understanding the existing systems (Source Data), deciphering data from the source & data mapping with the Target Salesforce org was a major challenge. Ensuring the products are configured in the Target org so that it can cater to the variations across different events & regional preferences Create a central Billing Platform, which can interact with SAP as the A/R system Products Used Sales Cloud, Community Cloud (Customer and Partner Community), Salesforce CPQ & Billing, Salesforce Einstein Analytics, Salesforce Billing Implementation, Conga, Expo Floor Plan Tool, Mulesoft, DocuSign Approach and Key Features Girikon conducted an Initial Discovery phase to analyze the custom features in the different orgs and create a Functional Map for the Target Source. One of the existing Org was used as the Target source Detailed Data Analysis and Data Mapping exercise was done. Data migration strategy included Talend as the ETL tool and MS SQL as staging databases Upon pilot source org migration, learnings were incorporated and subsequently all the source orgs were migrated in batches Enables the end users to place reservation requests for booths needed for any selected event. It gives sales person an advantage to get orders from customers directly Each event has a different community URL and floor plan enabling Branding of each event portal. Vendor management also managed  Integration with Salesforce CPQ to get the different Booth products available for sale along with pricing Online payment management through Cybersource integration Integrated CPQ with DocuSign & Conga composer to add e-signatures functionality. The Outcome Global sales process consolidation resulting in a single global CRM instance. Data Migration from Multiple Instances including Data Cleansing, Transformation & De-Duplication Efficient Pipeline Reporting, Better Forecasting Unified Instance for Sales reps to cross sale the Opportunities across Globe Faster and error-free turnaround on real-time quotes that resulted in increased ROI

Background The Client is one of the largest Event management companies with footprints across the globe. The client organizes Exhibitions & Conferences that connect groups interested in developing commercial relationships while expanding their business. This initiative was aimed at bringing together their different business units (using different platforms) under the umbrella of a Salesforce-driven Sales & Operations platform. The Client partnered with Girikon – a reputed provider of Salesforce consulting services to seek support for bringing different business units together. The Problem The following challenges were identified: Client required to send documents/contracts to the customer through Salesforce org. Client wanted to eliminate manual sales documentation/contract generation. Client wanted to have a consistent document format for customer-facing documents. Client wanted to have an automated way of getting documents signed by customers. Products Used Sales Cloud, Einstein Analytics, Salesforce CPQ, Conga Composer, DocuSign, Mulesoft The solution Girikon used Conga Composer where templates are created in advance when documents are created eliminating manual errors arising from manual copying and pasting activities. Managed template versions by pre-defining them and creating brand consistency using a document generation solution. A document generation solution saves a copy of the document directly in the CRM enabling everyone in the sales team to have visibility of it Added custom logical conditions in Conga, which helps to show documents differently to different users based on it. Used Conga Queries to dynamically get fields from custom objects directly to the Conga document generated. Integrated DocuSign with Conga composer to add e-signatures functionality. The Outcome Conga Composer helped smoothen the process of Document/Contract generation. Faster and error-free documents by the use of predefined Conga templates and Conga Queries. The same generic Conga Templates can be used in many Salesforce org so helped in improving efficiency. DocuSign helped in automating the e-signature process.

Background The Client offers sales and customer service to contact centers and transforms them into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Girikon – a reputed Salesforce consulting company was engaged to implement Partner Community in Salesforce CRM. The business objective was to provide real-time support and visibility of their Partner Program, Deals, Commission, Partner News, and Client Account Team contact. Partner Portal is also integrated with Resource Center and Customer Support Portal. The Problem The following challenges were identified: The main challenge faced by the client was with the traceability of their deals and commissions. The relevant information for the partners was disintegrated on multiple platforms. There were no KPI’s defined to encourage better performance by the partners.  Products Used Sales Cloud and Experience Cloud The solution Phase 1 included the Partner Onboarding process through the web to Lead form, enabling partner accounts and partner users. Each partner is attached to the Channel Program and a Pricebook. Partners can submit and track the progress of their deals through their partner portal account. Based on the different profiles, there is an accessibility difference on Partner Portal. The partner Manager is able to manage all the deals of the company whereas the partner user is restricted to his own deal. Deal Dashboard and Commission-related information is available on the Partner Portal. CX marketplace provides access to a variety of products and provides choices to customers. In addition, it has an extension detailing all types of products with different characteristics. The Outcome Optimized partner performance by customizing channel programs and tracking KPIs with Partner scorecards. The partner Onboarding process is standardized and simplified. It provided real-time support and visibility of their deals and commissions to the partners. It provided a complete set of integrated capabilities with a resource center and customer support portal. It created more successful partner interactions while increasing contact center productivity. CX Marketplace provided an additional channel to market and sell the products. It also reduced the marketing costs compared to other sales channels