Case Studies

Background The Client is Australia’s top entrepreneurial educator with a community of 500+ entrepreneurs, which offers a variety of courses while pioneering a new style of education that addresses the gap in conventional education practices and hands-on business training. The education programs offered by the Client place more emphasis on practical real-world business skills, emotional intelligence, creativity, and innovation. The Client partnered with Girikon – a certified Salesforce Consulting Company to automate its marketing efforts and run campaigns seamlessly while keeping the leads moving down the funnel consistently. The Problem The following challenges were identified: Members and Community users created manually No flexibility for members to use/redeem membership inclusions i.e. workshop seats and session type inclusion as per their seat availability. Users and Members did not have a way of tracking the used and remaining Inclusions Not able to handle duplicates leads, and contacts generated through different marketing Campaigns and events Products Used Sales Cloud, Community Cloud, Kajabi, Pardot, Click Funnels, Approach and Key Features Track customer activity and membership progress Integrated Pardot to Associate all the opportunities to the multiple campaigns so that the marketing team can capture marketing-sourced deals vs. other lead sources while keeping an eye on the amount of revenue generated for a specific campaign Real-time collection of attendance data in Growth Hub so that it provides a holistic view of customers The Outcome Track the historic leads coming from various sources so that the team is able to better utilize their time on closing deals and providing excellent customer service. Customizable Campaign management based on target groups with respect to the available products The growth hub portal helped in providing information related to upcoming events, and existing courses on a real-time basis via integration with different marketing channels

Background The Client is one of the largest event management companies with a global presence. The company organizes Exhibitions & Conferences that connect groups interested in developing commercial relationships while expanding their business. With the global competitive market, several acquisitions & many external data sources had been the key drivers behind the client’s (a global event management company) decision to manage better, centralize & utilize their core information to achieve their long-term strategic goals​. The Client partnered with Girikon – a reputed Salesforce consultant to well manage their data. The Problem The following challenges were identified: Globalization, mergers & acquisitions, etc. was creating the earnest need to have consistent data, synchronized across the enterprise. Regulatory compliance needed the data to be tagged with all peripheral enablers (policies, definitions, domain, business rules, metadata, quality, governance, ownership, security, etc.) Better performance & business analytics required accurate, consistent & reliable data All this drove towards building the strategy for an Enterprise-wide MDM, centralizing Data Lake/Hub & creating focused Data Marts enabling better-synchronized data, consolidation of all transactional data, and effective analytics for intelligent decision making. The solution Building a customized MDM (Master Data Management) to host all enterprise-wide master data & related rules for governance using Talend and MySQL DB. Creation of PostgreSQL Data Hub (AWS), in a hub-and-spoke architecture with defined processes for consolidation of transactional data across several user-facing systems Development of focused Data Marts for feeding different enterprise-wide systems & reporting platforms Use of Mulesoft as the middleware for all integrations Use of Talend as the ETL tool Migrate transactional legacy Data (e.g., registration details, opportunities etc.) Extensive brainstorming to include the right mix of key Master Data elements in the eco-system amongst Customer-Centric, Enterprise – Centric & Supply Centric elements so as to strike a balance between ease/complexity of overall processes, decrease in technical debt & ROI The Outcome The initiative eventually resulted in the standardization of the processes in which the organization stored, managed, viewed & used its data. To summarize, the benefits were multi-faceted including the following: Centralized view of all the Data​ Single view of the customer​ Targeted marketing conversions ​ Better customer insight and interactions to provide customized services​ Ability to recognize cross-sell and up-sell opportunities​ Empower front-line sales, service, operational, supply chain, and other staff with information that can improve business performance. Greater customer loyalty Better sales efficiency Better IT efficiency & increased security

Background The Client is a leading Academic Publishing company with footprints across the globe. Being an early adopter of Salesforce, the company wanted to take its customer interaction to the next level. This was driven by the rapid increase in its customer base, which required the need for long-term customer engagement through increased responsiveness. The Client partnered with Girikon to implement Salesforce Marketing Cloud to build their journeys and campaigns for effective marketing to maximize their customer reach. The Problem The following challenges were identified: Integrating Marketing Cloud with third-party Software PAC was the major challenge to get the data such as live data of Journals, thesis, etc. Use of a secret key to read and decode the data using Base64 URL that was coming from third-party PAC APIs. There is a need to standardize and automate the marketing process. Using third-party data, there was a need to call the journeys. Products Used Salesforce Marketing Cloud, JWT IO Approach and Key Features Implemented Interactive Emails and replace Form Stack to get the lead data from customers in Marketing Cloud and integrated with Salesforce CRM to get that data into Salesforce as an Opportunity. Creation of DE (Data Extension) to get those data in different DE Tables. By using those Data in DE, we created journeys using Marketing Cloud Journey builder to publish the articles which were in the pipeline for a later date. Implemented SMS Journeys in Mobile Studio to SMS the customers based on the defined demographics/location. Implemented Header Payload and decrypted secret keys using a Cloud page through the automation studio. Every 14 Days the data is pulled using time-bound automation. The Outcome Increased marketing outreach by 40% with relevant personalized content. Used Content Builder to create, manage, and track responsive, content across all digital channels from a single location. Share personalized emails for delivering superior customer experiences. Effective Reporting & Analytics of each customer based on the data captured throughout the journey.

Background Girikon partnered with a leading fruit, vegetable, and cut flower wholesale marketplace fruit, vegetable, and cut flower wholesale marketplace to review their existing business process while providing necessary Salesforce support by fixing issues throughout the implementation of the Salesforce partner community cloud and Salesforce sales cloud. The Client had earlier partnered with a different Salesforce Consulting Partner to complete the implementation process before approaching Girikon. However, the wholesale marketplace was not satisfied with the implementation of Salesforce Org as due to improper implementation, several issues cropped up that led to major business disruption. Girikon provided the client with the blueprint of the proposed solution and offered competitive estimates, which helped the client lay trust in Girikon’s Salesforce consulting team. Girikon was preferred over other service providers and was selected due to its previous track record in successful enterprise-scale implementation for mid and large-sized businesses. The client identified Girikon as a reputed and reliable partner who could address their issues related to the financial module in the Sales Cloud enterprise org while guaranteeing the effective rolling out of partner communities and modification of poorly customized financial functions such as payments, billing, and price increase. Girikon’s flexible on-shore/ offshore model, quality delivery outcome, and positive management of stakeholders helped gain the client’s trust and inspired them to partner with Girikon for the long term. About the client The Client is a leading wholesale vegetable, fruit, and cut flower market. It is also one of the six central fresh produce markets. This purpose-built facility is built on a 70-hectare site and provides a critical link between the growers, retailers, wholesalers, and the fresh produce supply chain. The Market has a clientele of more than 5000 businesses that use it for purchasing and selling fresh produce for distribution across Victoria and Australia. Over 1,800 fruit and vegetable buyers representing independent supermarkets, greengrocers, restaurants, and food processors, source their products from the Market directly. Many others receive consignments and deliveries from the Market. With a warehousing space of 120,000 square meters, the market has the largest warehousing space in the zone of any central market in Australia. The Problem The client wanted to address the pain points identified by the users to ensure business continuity and revenue flow. The following issues were identified: First Bill Date should be the 1st of the previous month of the start date. The ‘I’ information is not flowing through the new Line created. To remove the 1000 limit for Products: CARD and ABC Renewal. Review the code and test coverage. The second issue was associated with the price increase contract end date, which required to be rectified before the contract renewals are processed. Based on the contract renewal date logic, the data was generated. However, the client identified an issue with the data. Access card contract “Billed to date” was incorrect and had to be updated before contract renewals could be processed. The solution Girikon helped the Client with ongoing Salesforce support to ensure proper support is provided to the production Salesforce Org all through the year and during the high activity periods to ensure business continuity. The following solutions were provided to support the Client all through the year: Standardization and alignment of Renewal Start and End dates for all of the wholesaler’s tenants The description field of the new line item was populated from the description field of the previous line item from which the value was inherited. To see all records, the page and list holding component was changed The end date was aligned to the ‘Billed To date’, and the contract was successfully updated. Code issues were resolved by reviewing code written by incumbent partners while improving test coverage. Solution Inclusions and Features The implementation of Sales Cloud was done to track and get a 360-degree view of the inflow/progress of inquiries, Customer data, and Sales Pipeline. Additionally, it also improved collaboration between different teams involved during the Sales cycle along with Weekly/Monthly Reports and dashboard generation for better analysis of business performance. The Outcome The client team could easily process the contract renewals on time without the need to update all the 8,500 contracts manually. This saved 3-4 weeks of manual data entry. Due to all the excellent service, effort, work ethic, and features developed by Girikon, the final product turned out to be outstanding. This helped in developing a long-lasting relationship with the client while ensuring that the Client’s expectations are fulfilled while providing support throughout the engagement.

Background The client is a reputed Investment Fund Manager group providing multiple investment options to its customers and aims to bring a meaningful, measurable, environmental, and social impact along with financial returns. The client partnered with Girikon to implement Lightning-enabled Salesforce Finance Service Cloud. Girikon was evaluated and chosen over other several service providers due to its incredible past record in Salesforce implementation for small and medium-sized businesses. The investor took into consideration Girikon’s track record, delivery quality outcomes, affordable rates, flexible onshore/offshore model, and positive management of senior stakeholders during the selection process. About the client The investment group is an Australia-based investment funds manager whose mission is to impact society in a positive way while generating steady financial returns. The company makes responsible investments toward broader impact themes such as clean energy, sustainable cities, empowered people, and regenerated water, land, and air. As an active contributor, the Investment group enables foundations, individuals, and family offices to further the mission of impact investment by investing in line with their values. The company is a member of the Responsible Investment Association of Australia and the Global Impact Investing Network. The Problem The client was facing difficulty in manual tracking and maintenance of the customer’s account, leads, contacts, and opportunities including product and finance-related data. The following pain points were identified during the discovery phase of the project: The solution As a quick start package, Girikon offered the client a scalable customer relationship solution. This solution was designed to capture inquiries from different lead sources for tracking and managing the inquiry pipeline, enabling quicker turnaround time for processing customer service engagement while providing access to complete customer-related information all through the sales lifecycle. The following modules are implemented to achieve a business process solution: Capturing inquiries from several lead sources Real-time client engagement through Outlook integration. Extended data model and unified client profile Track and manage financial goals Leveraging agile working methods for ensuring wealth management becomes simple and easy. Quicker turnaround time for processing customer service engagement Complete info regarding the customer’s financial accounts and associated data The Investment Group’s Solution delivered by Girikon Solution Inclusions and Features Implementation of the Financial Services Cloud was done to track and have a comprehensive view of the inflow/progress of inquiries, customer details, and sales pipeline while increasing collaboration among teams that were a part of the Sales cycle. Additionally, weekly/monthly reports and dashboards generation for better analysis of business performance was also attained. The Outcome The implementation of the finance services cloud has helped in increasing the collaboration between various teams involved in the Sales and Investment process. Relationship managers ensured that the investment group manages the affairs of the clients in an appropriate way. The solution provided by Girikon included monthly reports and dashboards with clear visibility of the investment performance. The efficiency of inquiry management through workflows and automation has streamlined the onboarding and sales cycle and provided relationship managers with a platform that they can trust. It also provided them with a centralized data set that provided them with a comprehensive view of prospects and customers.

Background Girikon – a leading name in the IT service space partnered with a not-for-profit organization that assists people suffering from a genetic disease called Cystic Fibrosis (CF). The organization was struggling to manage client details seamlessly using its existing CRM. Girikon partnered with the client and helped them to migrate from their existing CRM to Salesforce’s Not-for-Profit Success Pack. The client selected Girikon over other Salesforce consultants because of its high-quality and cost-effective solutions that are customized to meet the needs of the non-profit sector. Also, Girikon’s on-shore and off-shore capabilities have impelled the client to partner with it as Girikon always remained cognizant of the client’s desired outcome. Moreover, the Client was also able to complete the project within the projected time frame following which the Client started using Salesforce immediately post-implementation. About the client The client is a non-profit organization that works to provide practical support to the people affected by Cystic Fibrosis and the challenges they face. They do so by subsidizing equipment costs and organizing social events for creating awareness. The client is also supported by the national body of cystic fibrosis in their endeavor. The Problem The following pain points were identified during the discovery phase: Capturing, tracking, and updating client details is a manual and time-consuming process. The existing system had limited automation capabilities. Data regarding donations were recorded in spreadsheets, as well as in the current system without any consistency. Tracking member relationships had been difficult. Availability of limited reporting in the current system. Migration was done away from the current system and into Salesforce’s NPSP. manually maintaining the current CRM system required a lot of time and effort, which put a strain on the small number of employees. This left the organization with less time to accomplish work that really mattered to them, as well the Cystic Fibrosis community. The solution Girikon provided and implemented the following solutions after analyzing the pain points of the client:  Data Migration: Migration of archived data from Donman Migration of donation data from Donman Account Management: Account Configuration Account types  Duplicate Management  Customization of page layout and record type Creating custom fields for Accounts Contact Management: Contact Configuration Duplicate Management  Creating custom fields for Contacts Customization of on-page layout Creating Dashboards and Reports Opportunity Management:  Tracking and progress of opportunity Creating custom fields for Opportunities  Stages of opportunity configured  Customization of page layout and on-record types Creating Dashboards and Reports Campaign Management: Customization of on-Campaign objects  Customization of page layout and the on-record type Creating custom fields  Adding Campaign member  Creating Reports and Dashboards Web-to-Case Management:  Configuration on the web to case form (Contact Form)  Capturing the Contact and Case (Service/Membership information/Event/Sponsorship information)  Auto-generated email for Members  Auto-generated email for the client’s team with the Task attached Creating custom fields on the Contact and case objects Data and Permission setting on the Case object Relationship Management: Configuration of Relationship objects  Creating Dashboards and Reports Security Management: Multifactor authentication Set up The Outcome Expert business analysts at Girikon act as Subject Matter Experts (SMEs). They provided the client with detailed insight regarding the worth of the Salesforce platform and the CRM processes. The client was at ease as they no longer had to spend their precious time and effort creating and sending emails manually. Moreover, Salesforce helped to invoice clients automatically with memberships with donations being captured and reported simply and effectively. Girikon also made the process of case creation and management simpler by allotting users to cases and automatically generating tasks to be viewed by specified users to view.

Background The client is a reputable nonprofit organization dedicated to providing access to basic amenities to a growing number of orphans and vulnerable children across the globe. The client wanted a solution that could help them seamlessly manage their operations. However, their previous Salesforce Consultant failed to meet their requirement following which the Client approached Girikon. Girikon was preferred over other Salesforce consultants because of their experience in the non-profit sector. Besides this, Girikon’s team of experienced Salesforce professionals including expert business analysts were able to identify the gaps left by the previous partner, as well as the new requirements of the client. Additionally, the onshore and offshore capabilities of Girikon enabled them to maintain competitive pricing across the industry all while maintaining high-quality standards. As a reputed Salesforce consulting and implementation partner, Girikon can easily respond to the client’s specific needs by adapting Salesforce to their needs. About the client The client is an ardent follower of the core Islamic values of equality, dignity, compassion, and integrity, and collaboration and seeks to improve the lives of children suffering from poverty and other social issues across the globe. The client focuses its phenomenal efforts primarily in the middle east, where they deliver school and emergency supplies to underprivileged children. Though the client had already partnered with a Salesforce partner to implement Salesforce ‘s Not-for-Profit Success Pack (NPSP), their poor result forced the client to reach out to Girikon to consolidate their Salesforce Non-profit cloud. The Problem During the discovery phase, the client’s problems were discussed. The following problems were identified: Lack of proper campaign structure that could deal with sub-campaigns of child campaigns. Data regarding campaigns and associated attributes had not been migrated to Salesforce. When donations poured in through anonymous donors, new accounts, contacts, and opportunities were needlessly created, making several redundant records. Duplicate contacts and accounts were found. Processing tasks related to EOFY tax receipts for offline donations were accomplished manually. Email processing tasks were accomplished manually. Identifying major donors wasn’t possible. The solution The client initially made an implementation of Salesforce’s NPSP via another Salesforce partner. This partnership was terminated by the client after the consultant failed to meet its expectations. The Client engaged with Girikon to create a robust tailor-made solution that included the following: Account Management Configuration of standard record type Setting up of Organization affiliation Duplication management Setting up Household accounts and members Setting up an Anonymous account Contact Management Creation of custom fields Contact merge configuration Duplication management Fields for identifying major donors Setting up an Anonymous contact Creating an account that maps all anonymous donations from ‘Stripe’ or ‘PayPal’ Capture donor journey using Reports and Dashboards Opportunity Management Field creation Automated generation of donation receipts Creation of a receipt at the end of the fiscal year with all donations Creation of a button that sends auto-generated EOFY tax receipts Creation of a list view that shows unreconciled and reconciled donations Creating a button that sends tax receipts manually API Development Capture Campaigns, Opportunities, contact details, Online Receipts, and beneficiary messages using consolidated API. The Outcome The client noticed a significant increase in the different sections of their Salesforce instance during the post-implementation phase. The client witnessed significant improvement in the automation of see-through emails sent by the system. This allowed their dedicated team to shift their focus to core organizational activities instead of system management activities. Girikon also implemented a feature that permitted the client to effectively capture the details of anonymous donors without creating duplicate records. Child campaigns in Salesforce created donation tabs on the client’s website that are linked to that campaign. The custom API developed by Girikon created a design and mechanism to remove or add donation campaigns from the client’s website via Salesforce. This significantly reduced the burden on the employees since the creation of new campaigns only required to be done on a single platform, which empowered them to allocate resources to more demanding tasks. This allowed the client to be better prepared for their upcoming fundraising event enabling them to serve the community in a better way. Girikon’s onshore and offshore capabilities ensured quick and cost-effective delivery of the project thereby reducing financial stress on the client.