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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Girikon has been a crucial partner in our Salesforce deployment. Their team exhibited outstanding technical acumen and responsiveness throughout the project lifecycle. They conducted a thorough analysis of our system requirements, developed a detailed implementation plan, and executed it with precision. Girikon's deep understanding of our business processes enabled them to deliver a customised solution that not only met our core needs but also integrated advanced features and automation capabilities we hadn't previously considered. Their expertise in Salesforce architecture and their innovative approach have been instrumental in the successful roll-out of our system.

Mitesh Chandra Corporate ICT Solutions Architect

I have worked with Girikon for a year, selected as part of a complex RFP process. Everyone I work with on the team helps me to be successful. Don't worry about time zone differences - team members are available for your work time. Technical knowledge is outstanding and so is the attitude toward customer support. Add the cost effectiveness of hybrid on/off shore, and it is the perfect combination for us. We have more to implement, so I expect the "Services provided" selection will increase over time.

Anne LapinskiDirector of Marketing and Digital Transformation

The team at Girikon transformed our business (specifically the Revenue group - Sales, Marketing, Success) by migrating us out of our old CRM and into HubSpot. We had 10+ years of data, contacts, financials, etc. to move from Infor to HubSpot. Projects like this are difficult and can be overwhelming. Girikon made it easy for us. They listened, collaborated, and took action. Thanks!

Nate CoxSVP of Revenue

What an excellent and seamless execution! The Girikon team has done a fantastic job implementing the HubSpot Service Hub for us. They were able to tailor the integration to our requirements, pulling in the specific data we needed from our ERP system (IFS). The entire team is highly responsive and always ready to assist whenever needed. They also helped us with a significant amount of ticket automation, responses, and the creation of numerous forms to streamline our ticketing system. I wholeheartedly endorse the Girikon team for any HubSpot integration with an ERP system. This experience has been exceptional, and we're likely to engage their services again in the coming year.

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We contracted with Girikon for creation of an external database to connect to our HubSpot account. Their timelines were accurate and their communication was timely and transparent. We were given many opportunities for feedback to ensure that the database was working exactly as we need it to. The entire team was responsive and helpful, and we appreciated their hard work. We would definitely use them again should another project arise.

Cathy TiltonMember Relations Manager

We started working with the Girikon team in April 2023 to migrate our CRM from LeadSquared to HubSpot. From the very start, we were very impressed by the responsiveness and expertise of their team. Ours was a relatively complex implementation with many custom developed solutions, and the Girikon team took on each challenge with enthusiasm and gusto. While it wasn't always smooth sailing due to the various HubSpot limitations, the Girikon team of Jitendra, Niwedita, Sweta, Ajay & Deepak never gave up and made sure to think of innovative custom developments to solve the challenges we were facing. Kudos to them!

Sanjay DhingraChief Operating Officer

Girikon has been an exceptional consulting partner since we began working with them in May 2023 to onboard HubSpot as our companywide CRM. Their team supported us with the configuration and deployment of Sales Hub, Service Hub, and various customised reports and functionalities. Girikon demonstrated a profound understanding of our business needs within the CRM framework and guided us through best practices with tailored solutions. They excelled in facilitating CRM training for our internal staff and were consistently available, responding promptly to any questions and feedback. We are grateful to have partnered with such a fun, friendly, patient, and talented team at Girikon, who exemplify true collaboration and partnership.

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We had an excellent experience working with Girikon. Reshma, Dheeraj and Jaimie were awesome to work with. They made the implementation so easy. Highly recommend Girikon to anyone looking to implement HubSpot.

John MackVP

We had the pleasure of working with Reshma, Dheeraj, Ajay and Brady. They assisted us with our onboarding efforts to HubSpot and helped in creating some automated workflows to streamline our sales processes. As a small business, implementing a new system and different sales related tools - while keeping the business running was a bit stressful, but this team had all the necessary skills (and patience) to make it a smooth process. Thank you very much Girikon team, we'll definitely recommend your services whenever we get the opportunity!

Tony CurranCo-Owner

Girikon has been an outstanding Salesforce partner for our company. They have customised our database to suit our business processes, and taken time to understand the way our business works. They are proactive and supportive and very diligent in keeping to deadlines. I would recommend them to anyone who would like a reliable Salesforce partner.

Tom Cheetham, Sales Manager

Great team of people. Very patient, understanding and accommodating to our project’s needs. And always happy to answer any of our questions we had.

Steven Tran, Salesforce Administrator

The offshore team were professional, prompt and responsive. The local team were able to grasp what we needed and understood our business and our requirements in a speedy manner. This allowed them to come up with a solution which has improved our business efficiencies and given us a platform for growth.

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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.

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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.

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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.

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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.

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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"

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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.

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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!

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

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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.

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?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.

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

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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.

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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.

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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