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Case Studies
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.
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