Case Studies

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

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.