A Successful HUBSPOT CRM Implementation in a Global Pharma Company

August 20, 2024
Girikon

Background

The Client’s number of employees: 1500+

The Client is a world leader in the development, supply, and technical support of formulated film coating systems, modified release technologies, and functional excipients for the pharmaceutical and nutritional industries.

They were looking for a CRM system for their business as a foundational component of an overall digitization program for their global team spanning multiple continents.

The primary objective of this CRM system was to enhance customer service, optimize sales productivity and impact, and facilitate more efficient communication both internally and externally, thereby directing marketing efforts more strategically.

Business Challenges

Inconsistent Customer Service

Inadequate visibility into client historical information and recent interactions hamper the ability to provide consistent and personalized customer service.

Missed Upsell and Cross-Sell Opportunities

The lack of integrated systems and data silos makes it challenging to identify and capitalize on upsell and cross-sell opportunities, resulting in lost revenue.

Disconnected Sales and Marketing

Isolated processes and databases for the Sales and Marketing teams lead to communication gaps and inefficiencies, hindering collaboration and coordinated efforts.

Limited Visibility into Sales Team Performance

Insufficient tools and metrics make it difficult to monitor and assess the performance of the sales team, hindering the ability to optimize strategies and drive results.

Inadequate Customer Interaction Tracking

Poor visibility into customer interactions across various touchpoints makes it challenging to understand customer needs and preferences, leading to missed opportunities for engagement and satisfaction.

Inefficient Business Processes

A lack of visibility into core business processes results in inefficiencies and bottlenecks, preventing the company from streamlining operations and reducing costs.

Ineffective Lead Nurturing

Limited tracking of lead interactions and behavior hinders the company’s ability to nurture leads effectively and convert them into customers.

Lack of Marketing Attribution

Inadequate tracking and attribution of marketing efforts make it challenging to measure the ROI of marketing campaigns and optimize spending.

User Training and Adoption

Introducing the integrated system to users, including training and promoting its adoption, can be a significant challenge to ensure a smooth transition and maximize benefits.

Implementation Complexities

CRM Integration Complexity

Integrating an On-Premises Oracle CRM system with a Cloud-based HubSpot CRM system presents a complex technical challenge, including data synchronization and real-time updates.

Error Handling for Data Integrity

Implementing a robust error-handling mechanism is essential to maintain data integrity during the integration process, ensuring that data inconsistencies or errors are promptly addressed and resolved.

Territory Management and Resource Assignment

Designing and establishing a territory management system with automatic resource assignment in HubSpot involves architecting a process that optimizes sales and marketing efforts based on geographical regions and customer assignments.

Custom Actions for Oracle Integration

Developing custom actions within HubSpot to execute operations on the Oracle CRM system demands tailored solutions to ensure smooth cross-platform functionality and data flow.

Development of Custom Order Placement process and Sync with Oracle ERP

The development of custom order placement in HubSpot with Oracle’s order process requires precise integration to offer a cohesive and streamlined user experience.

The solution

Thorough Business Discovery

Conducted an extensive business discovery process to understand the company’s operations and requirements, leading to the effective transformation of business processes by leveraging HubSpot’s out-of-the-box functionality for marketing automation and sales enablement.

Robust Data Cleaning & Seamless Data Migration

Precise data cleaning, de-duplication, and error correction using SQL scripts along with data transformation ensuring no data loss.

Efficient Data Synchronization

Established a robust bidirectional data synchronization mechanism between the EBS and HubSpot, incorporating both scheduled jobs at regular time intervals and real-time synchronization using WS02.

Quality Assurance

Implemented a comprehensive quality assurance framework to ensure the accuracy and integrity of the integrated data.

Customization & Transformation of Processes

Developed and transformed processes to align the company’s specific business requirements with the capabilities of HubSpot, ensuring a robust and efficient solution that caters to the unique needs of the organization.

User Training and Support

Provided comprehensive user training and ongoing support to ensure the smooth adoption of the integrated system, empowering the team to leverage the full potential of the HubSpot CRM and its functionalities.

The Result

360-Degree Contact Insight

Achieved comprehensive visibility of contacts, companies, deals, and activities within a single platform.

Pipeline Insights from Campaigns

Gained valuable insights on pipeline creation derived from marketing campaigns.

Actionable Tasks for Deal Insights

Enabled call-to-action through task management for valuable insights into deal activities.

Global Marketing Calendar

Implemented a global marketing calendar for coordinated activities.

Smooth Data Transfer for ERP

Bridged gaps between systems to ensure smooth data transfer for the Oracle ERP

Simplified Business Processes

Simplified overall business processes by integrating third-party SaaS applications.

Data Quality and Efficiency

Improved data quality, time efficiency, and error handling.

Applications used

HubSpot CRM

HubSpot CRM played a central role in unifying and streamlining our customer relationship management. It provided a user-friendly interface for sales and marketing teams, offering features like contact management, lead nurturing, and marketing automation.

Dell Boomi Middleware

Data integration bridge ensuring data integrity and real-time error handling.

Oracle EBS (Enterprise Business Suite)

Oracle EBS formed the backbone of our business operations. The successful data migration ensured that Oracle EBS remained a vital part of our operations, and data integrity was maintained.

WSO2

Facilitated real-time data synchronization for up-to-date information across systems.

AWS

To manage mass updates used SQS and Lambda services.

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Thanks to Girikon, the client has improved their Salesforce usage, data point collection, and data analysis. The team has a great project management approach, leading to delightful interactions. Their members provide useful ideas, pay great attention to detail, and strive to deliver tasks on time.

Tom Cheetham, Sales Manager - Australia & New Zealand

Girikon developed a portal that led more of the client's users to become member portal users. The team consistently delivered expected items on time, was always patient and accommodating to the client's needs, and communicated through each stage of the project to the client's satisfaction.

Steven Tran, Salesforce Administrator

Girikon successfully migrated the client's platform and integrated the necessary APIs. They created a seamless workflow by always adhering to deadlines and addressing any queries, concerns, and requests promptly. The team also quickly understood the requirements and was easy to work with.

Natasha Porter, Operations Manager

Being our first time hearing of Salesforce, Yiannis and Mokshith really helped us get our head around what it is and what it's capable of doing. We came to them with many problems we needed solved for our Advocacy Service, and we were able to get an outcome that works great for our needs. Our day-to-day operations have been streamlined by cutting out a lot of back and forth to the students using our service with a tailor-made form that addresses all the information we require upfront, rather than later through many emails. Compared to the system we were using previously, Salesforce and Girikon together, allow us infinite opportunities to improve our service. We are continuing to work with Girikon for other projects our broader business needs and are sure the outcomes will be successful too.

Maddison Federico Student Engagement Manager

The team are engaging and knowledgeable of the product. They are capable of providing advice and recommendations for "non-technical" people?. The team are responsive and continue to support us on our Salesforce journey, no matter how big or small the question. We look forward to continuing to work with the team.

Katrina Bye Commercial Operations and International Manager

Girikon has been our trusted Salesforce advisor for 2 years. We needed a partner who really understood our unique challenges, and with their extensive experience in Salesforce consulting for the not-for-profit sector, Girikon helped us get closer to the finish line.

Jenny Davidson CEO

Girikon was excellent in suggesting and implementing what's a simple process but actually has a number of underlying processes that we now use to better forecast and report over time. If I were to say, there's probably Agile project management at its finest.

Carmelo Pellizzeri Director of Revenue Operations

As we were the first higher education institution in our region to adopt the EDA with the Student Success Hub (SSH), there was a lengthy scoping phase for this project. Girikon were excellent in assisting us with discovering our needs and how Salesforce could meet and exceed those needs.

Rob Corner National IT Manager

Girikon's attention to detail and willingness to find integrated solutions with our existing platforms was outstanding. The level of resources they provided to the engagement always made us feel prioritized as a client and kept the project on track. Overall it was the quality and level of project management that stood out across the engagement to make it so successful.

Bevan Nicholson CEO

Our experience with the Girikon team has been fantastic. They helped us develop a custom Salesforce solution to integrate our new website with Salesforce, right before the launch of one of our major annual-giving campaigns. They helped us develop a custom API to integrate our new website with Salesforce, set up our campaigns and streamlined the overall campaign and donor management process. As a small not-for-profit with limited resources, Girikon has become our go-to Salesforce partner. Thanks Girikon!

Maheen Iman Marketing Manager

Thanks so much to everyone on the team for getting Phase 2A completed on schedule.

I appreciate the cooperative spirit and the attention to detail that enabled us to streamline the entire process in order to achieve success and to meet our goals.

I couldn't be more thrilled to work with such a terrific group of people, and I'm looking forward to working with you on the next 2 phases of the project!

With many thanks,

Cesar Muradas Director of Technology

Very happy with Girikon, as they finished the project working as a team and they got really engaged with our needs and specifications. The communication was excellent and I am more than happy to recommend Girikon to anyone for salesforce projects. Keep up the good job!

George GkoumasSpecialist Technician

"Outstanding Communication"

Jack SocratousNational Product Support, Training & Marketing Manager

It was an absolute pleasure working with Girikon. In all the projects undertaken from us, they have been very helpful in building solutions for our ORG. Also, they have very competitive prices. We Will definitely hire them again for any future projects.

Ali AbbasSalesforce Administrator

Girikon has provided a great 'end-to-end' solution with a minimum of fuss and hassle. The iterative manner by which the project evolved has ensured a 'fit for purpose' outcome. Thank you!

John MitchellCEO

Short term initial engagement with real benefits from the product and solutions scoped and delivered. Good experience with an educated & passionate Salesforce implementation partner.

Chris CaddenSales Manager

The team at Girikon were knowledgeable with Salesforce, it's limitations and how best to leverage the resources available to achieve the best outcome. Engagement was flexible and the team continue to support our business.

Beau de la GardeClient and Operations Lead

?Yiannis and the team listened carefully to what I needed to achieve and delivered on time and in budget. I look to working with them again in the future.

Sinead MonaghanCommunity Development Officer

Girikon team are professional, knowledgeable with Salesforce product and meet objectives in a timely manner. They are a pleasure to work with.

Jennifer GaleaFinance Manager

The team at Girikon, they were very professional and detailed in every way! They spent a good amount of time identifying our scope and meticulously understanding our processes before we wrote a single line of code. When they presented a schedule, they stuck to it and the after development support has been top-notch. The Devs have great personalities and I have enjoyed spending time with them building the structure that supports my business. These guys are the best and we already have additional work slated to do with them. We have found a partner for life in Girikon!

Daniel GourleyPresident

From day one, I noticed several differences between Girikon and the previous firms we had worked with. The major difference was the daily communication. I was not only able to jump on a phone call once a day to answer any questions, bounce my ideas to the team and receive progress updates, but also received a daily progress report with upcoming work items.

A project handed off a project to the Girikon team will most certainly be a quality delivery on time and within budget!

Mark HomerCEO

We have been extremely impressed with all of our projects with Girikon. They have helped streamline our internal processes, and made our daily work environment a better place to be. Our work together has reduced the amount of tedious "plug-and-chug" work, helped us to innovate new processes, and allowed us to focus on helping our clients.

Joe BrodarDevelopment Strategist

We at Go! Go! World have had the pleasure of working with the team at Girikon on a very niche project involving multilingual Salesforce B2C implementation.

With brilliant analysis, planning and execution Girikon, not only delivered what we needed but also added value by recommending additional features that we did not previously think possible. Their work ethics and requirement understanding is top-notch and we are absolutely looking forward to working with Girikon for future projects.

Chris BaekCOO

I can highly recommend the Girkion Team. They have been amazing since my first contact with them via their website to our Go-Live Date.

Erin MacdonaldBroker Support Officer

Girikon were a very diligent team that helped setup our quick-start Salesforce implementation to enable us to have over 250 accounts, over 1,000 contacts and a number of opportunities transferred and then configured for our requirements.

They listened to our requirements for an effective sales engagement process to be implemented, whilst ensuring integration from Pardot was effective for a streamlined process from lead to opportunity. Our team, whilst small in numbers, are scattered around the world, so being able to implement an effective solution that could be trained quickly for users and have them aligning their use was really effective from Girikon

Daniel HibbertCommercial Director