Case Studies

Background The client wanted to re-configure their Customer Relationship Management (CRM) system for which they partnered with Girikon. Girikon was preferred over their previous Salesforce consulting partner (a large tier-1 consultancy group) due to their agile team, their cost-effectiveness, and track record of quality outcomes. To understand the business process and architecture implemented by the client’s previous Salesforce Partner, Girikon engaged with the client on a detailed technical discovery. Girikon determined that successful implementation was required to achieve a quality outcome. The client invited Girikon to kick off the Salesforce Implementation project and was impressed by the efficiency of Girikon’s offshore/onshore model besides the positive management by senior stakeholders. About the client The client – a non-profit organization is striving to improve the health of young boys through their mentoring programs. These 3 to 6 months duration programs are designed to help young males augment their empathy, resilience, and self-respect, which in turn will bring a significant downfall in the suicide rate, mental health issues, and antisocial behavior. For delivering these mentoring programs, experienced and qualified youth staff are employed. To get their current business processes and practices reviewed, the Client approached Girikon and provide support using the Salesforce Sales cloud Non-profit Pack (NPSP). The Problem The following pain points of the Client were identified: Establishing a link between Schools and Grants Reporting Gaps to track the targets on a yearly or monthly basis Establishing a link between Grants and Program/Service Tracing Fund Expenditure Tracking the spending of grants w.r.t targeted spending The solution Girikon implemented the following solutions after discovering the pain points of the client: Salesforce Setup and Implementation: Salesforce Sales Cloud Non-profit Success Pack (NPSP). Four Opportunity types, namely Initial Offering, Grant, Services/Schools, and Donation: Initial offering: Creation of record from program enrolment. Grant: Obtaining funds from funders Services/ Schools: When a service or School was enrolled. Donation: a record type on which some reports were created. General Accounting Unit: NSPS provides a managed package (custom object), which has the funders’ complete budget, funds utilized, and available. Program Enrolment Custom Page including the following fields: Program types Region Services/Schools Total Costs Number of programs Initial funding from schools Reports and Dashboards All Dashboards are available on the Home Tab, including the following: Secured Count Dashboard: It displays the target achieved according to the financial quarter and close date. Target Dashboard: the client can set the target for Donation, Fee, and Grants on the same. The Outcome The client wanted to implement several changes along with the integration. However, Girikon recommended re-configuration of Salesforce using the Non-Profit Success Pack after reviewing their Salesforce Non-profit Cloud. This enabled the client to use standard Salesforce features, functions, and processes. Girikon delivered the re-configuration of Salesforce, allowing the client’s team to use Salesforce aligned to their business processes leveraging standard Salesforce processes.

Background The client partnered with Girikon due to their expertise in implementing Salesforce-based solutions, especially in the Salesforce for the education industry. The client wanted to replace HubSpot with Salesforce Pardot to create their forms, email templates, landing pages, and their digital transformation journeys. Girikon’s extensive experience in implementing Salesforce for various educational institutes convinced the client to hire their services and kick off the implementation process. Girikon conducted several discovery sessions which included implementing Pardot and preparing for the rollout of the Salesforce solution to other faculties and departments. After the discovery session, Girikon gathered all the necessary requirements such as the challenges faced by students, their wishes, and the opportunity to improve while presenting their journey to the client. The client was convinced that Pardot could be used to capture not just the first step of the overall student journey but also interact with prospective students during the application and onboarding process. Girikon worked with the IT department of the client to develop a robust digital enablement strategy for implementing an end-to-end solution for their student’s journey right from enquiry, application, and admission to offer, enrollment, onboarding, and support across the student lifecycle and beyond. About the client The client is a reputed Higher education institute offering courses in Biblical studies, quality education, and training. Though the client is committed to the Baptist heritage, they accept students from different religious denominations. The institute offers training in Bible, Theology, Evangelism, Education, Chaplaincy, Leadership development, and more. The object of the institute is to prepare students to apply their learnings in their respective professions such as teaching, nursing, accountancy, and more. The client is at present undertaking a digital transformation project and is looking for an efficient way of undertaking things. Some of their key activities include reviewing existing business processes, reviewing their current digital ecosystem, and adopting a new platform such as Salesforce. Such an adoption can provide the client with a comprehensive view of students through their journey while introducing key automation and interoperability among their third-party systems The Problem Some of the challenges faced by the client’s team included the following: Managing of current enquiry process using HubSpot, Jotform, and Paradigm (Student Management System). The team found it difficult to sync their probable data with Salesforce with the current process and multiple platforms. Lack of a comprehensive view of their Sales, Marketing, and Student Journey. The marketing team indulged in too much of manual tasks. Absence of appropriate analytical reporting and tracking of prospect activity in the prior setup. Failure to track Prospect activities on the institute’s website. Creating custom forms, email templates, and automation processes in the prior setup involved complex processes. Besides these pain points, the client also required the following: The client needed an integrated solution within the Salesforce eco-system that could help them develop a long-term scalable solution. The client desired to streamline the current process of syncing back an opportunity or a lead to Pardot to re-nurture a Prospect through the Sales Process. The client wanted to simplify the Prospect Scoring process to help them focus on significant Leads. The solution Girikon partnered with the client for Salesforce implementation. This helped them alleviate their pain points while improving their efficiency. The Pardot implementation turned out to be a game-changer and helped the client in the tasks mentioned below: Enquiry Management Nurturing of prospects Improving Communication including newsletters, events Detailed tracking of prospects Migrating HubSpot features to Pardot Pardot Implementation:  Setting up a Domain for implementing Pardot for the client. Setting up Faculty based Marketing Campaigns. Setting up two different Landing Pages: ‘Introducing the Christian teacher’ and ‘Get equipped for a rewarding career in teaching’. Creating 4 different Pardot Forms: Prospects Capture, Event Registration, Prospectus Download, and General Enquiries Forms Developing Custom Email templates Auto-Syncing Prospect records from Pardot to Salesforce as Leads Using Engagement Studio for automation and sending emails as reminders in set time intervals: 3 days, 5 days, or 10 days after filling in the Pardot Forms Creating a Segmentation List and Segmentation Rules for segregating the List of Prospects based on Regions, Campuses and Faculties. Tracking Activities of prospects from the client’s website by implementing Web Tracking URL Migrating Data from Jotform, HubSpot, and Mailchimp to Pardot The Outcome Girikon’s implementation of Pardot to match the client’s business was successful. Now all the client’s business units are kept in Salesforce, which now acts as a single source of truth. The client benefitted from the implementation of Web Tracking URL for landing pages and Pardot forms as they are now able to capture and track prospect activities. The Engagement studio tool helped the client automate the frequent email reminders based on their custom logic. The Prospect Scoring empowered them to prioritize their Prospects and nurture them. Consequently, the client witnessed substantial growth in student enrolments.

Background The client was not satisfied with the services offered by its previous Salesforce implementation partner. The Client was worried about the lack of visibility in their business development pipeline. The client chose to partner with Girikon due to their expertise in helping building service companies seamlessly transition into the Salesforce ecosystem. Girikon houses a team of subject matter experts that is not just aware of the digital transformation pitfalls within the building services industry but is also proficient in optimising the client’s business processes while aligning them with Salesforce. Girikon’s capabilities extend both on-shore and off-shore. This organisational structure has empowered Girikon to gain extensive experience in the building services industry while providing a competitive pricing structure for those looking for Salesforce implementation services within the Salesforce consultancy sector. The Client was also impressed with Girikon’s hybrid agile approach that paves way for consistent and regular communication. Girikon finally perfected the client’s system and delivered the best possible final product possible. About the client The client is an international provider of end-to-end facilities management services across various industries including hospitality, education, arts and recreation, healthcare, retail, and commercial. They follow an altogether different approach to facility management, which includes managing long-term relationships with their partners and is driven by collaboration and transparency. Being multidisciplinary, the client team is able to deliver expert analysis and services in several areas, such as facility management, engineering and project management, technical procurement, energy management, security, and IT solutions. The client required support in applying the best practices of Salesforce for building services companies while gaining a comprehensive view of their business development pipeline, which existed as replicated data in their current system. The Problem The client encountered several problems. Much of the client’s data was in spreadsheets. No option was available to view the names and the contractual start dates of the services that were used by the customers. At present, the client has formed a new opportunity every single time when an existing customer signs up for a new service under their original contract. Since new services were added as new opportunities, there was no approximation of the anticipated revenue from a contract Contacts are now being added discretely and then linked back to the account. The client wasted time on the redundant entry of data as the lead object was not used. Opportunities were not separated though some opportunities had different business processes. The solution After multiple discovery sessions, Girikon came up with the following solutions: Profiles and Roles: A role hierarchy was created Sharing rules were set up Existing profiles were adjusted and new profiles were created Currency based on the region was set up Time zones for users were set up Creation of new Financial Year object: Custom fields were created Page layout was modified Financial Year to Opportunity, Account, and Contract was rolled up Financial year based on location/region was identified Schema builder was configured Contact Management: Custom fields were identified Duplicate and matching rules were set up Validation rules were created Page layout was customised Account Management: Custom fields were created Duplicate and matching rules were created Validation rules were created Page layout was customised Account hierarchy set up Schema builder was configured Opportunity Management: Custom fields were created Multiple new record types were created Duplicate and matching rules were set up Validation rules were set up Page layout was customized Configuration was forecasted Schema builder was configured Product and Pricebook management: A Price book was created Products were created based on the services provided by the client Multi-currency opportunities were set up Contracts: Custom fields were created The ability to roll up the contract value to the account level was created The contract roll-up value in the account record was displayed Schema builder was configured Data Migration: Redundant data was cleaned and removed Account, Contact, and Opportunity Data were backed up Data from existing opportunities to new record types were mapped Contract and Financial Year records were Updated/created as required Reports and Dashboards: Standard reports from opportunity object was created A consolidated dashboard that had different services was created Home page was customized based on departments to include relevant dashboards 3 custom reports namely the Forecast vs Target, Business Development Pipeline, and Existing Partnership reports were developed Gantt chart reporting was created Target: Custom object was createdTh Custom field was created Page layout was modified Schema builder was configured The Outcome The custom reports and the dashboard created helped in drawing maximum value out of the implementation made by Girikon. While one of the reports displayed the tracking of the sales team against the sales tracking, the other report provided a clear understanding of the anticipated value of an account and how to sell their services to business partners successfully. Based on the custom financial year object, these reports broke down multi-year contracts such as 5-year contracts into the anticipated revenue from that contract within a single financial year. With this data granularity for the client team increased and they were better informed about their current revenue. A new data schema was created by Girikon for the client, in which the new custom objects could be related to the Opportunity, Account, and Contract. Consequently, the data structure of the organization improved, which enabled more efficient workflows and reduced time spent on the entry of manual data. The Australian branch of the client business benefitted significantly from this implementation. Girikon was entrusted to do the same implementation for the US, Asia, and European branches of the client’s business. The user profiles and roles were adjusted while doing the implementation for other branches. This was done so that information relevant to their region, such as forecasting, sales target and current sales records, were shown.

Girikon successfully configured, enhanced and implemented Salesforce Service Cloud for its client. Salesforce Service Cloud – Force.com Project – Portal for Chain of Beauty Salons Industry – Fashion Client – Mid size (500+ SF Users) Key highlights and features: Knowledge articles including custom search on Knowledge articles Q&A Forum Chatter Customization Case Management Guides & Videos Reference Material Download as per profile

Girikon’s team of Salesforce Consultants lead the implementation of the large complex project which included the requirements such as, accommodation of multiple global locations, multiple technologies in use as part of business process, the need for a scalable solution to accommodate future acquisitions and further global expansion and a large group of stakeholders across the organisation. Salesforce CPQ & Billing- Force.com Project – WS Quote Automations Industry – Event Management Client – Large Multinational (150 offices, 7,500 employees) Key highlights and features: Heavily customized and professional looking Quotes and Contracts. Complex business/pricing rules for several diverse groups – Volume discounts – Percent-of-total discounts, – Pro-rated subscriptions – Pre-negotiated contract pricing – Channel and partner pricing was the biggest challenge. Other requirements including enhanced user experience, mobile compatibility, reduce operational overheads, digital verifications ie. DocuSign etc. Unique community URLs and floor plan for every Event enabling specific event portal branding. Salesforce Billing used to streamline invoicing from Salesforce and also integrate with SAP.

Girikon’s team of Salesforce Consultants lead the implementation of the large complex project which included the requirements such as, accommodation of multiple global locations, multiple technologies in use as part of business process, the need for a scalable solution to accommodate future acquisitions and further global expansion and a large group of stakeholders across the organisation. Salesforce Community Cloud – Force.com Project – Online Booth Contract Industry – Event Management Client – Large Multinational (150 offices, 7,500 employees) Key highlights and features: Management of Enquiries Enables the end users to place reservation and requests for booths for any selected event. Advantages for Sales Team to receive orders from customer directly Unique community URLs and floor plan for every Event enabling specific event portal branding. Management of vendors also included Integration with Salesforce CPQ meaning every booth product is available for sale including prices Online payment management through Cybersource integration

Girikon’s team of Salesforce Consultants lead the implementation of the large complex project which included the requirements such as, accommodation of multiple global locations, multiple technologies in use as part of business process, the need for a scalable solution to accommodate future acquisitions and further global expansion and a large group of stakeholders across the organisation. Salesforce Community Cloud – Force.com Project – Customer Self Servicing Portal Industry – Exhibitions Management Client – Large multinational Key highlights and features: Application built on Lightning components Customised User Interface (UI) Built to support branding for 300+ individual global exhibitors User configurable content management through a new Operations module Portal Role and Security Management eg. Exhibitors, Agents, Delegates, Co-exhibitors New Finance and Billing Module for Invoice and Payments review Integration to 3rd party providers SAP and Cyberstone