Sales Cloud and Pardot for Built-Form Advisory Firm

The client is Australia’s leading built-form advisory firm. They are an authority in risk mitigation, statutory compliance, asset optimisation, and futureproofing. The client uses their expertise in technology and innovations to provide an integrated and holistic approach to safeguard their clients’ asset portfolios. Each of the services mentioned above was handled by six different departments. These departments stored similar data separately, causing data duplication as they were all using separate systems such as Excel, Uptick, and Visual Approval to document and collect their data. The client envisioned the unification of all their data as well as departments under one Salesforce instance. Through a quick and effective implementation of Sales Cloud, this target should be met in a short period.

• The business process was not standardised across all business units.
• The client had multiple systems including Uptick, Visual Approvals, MS Dynamics, SAGE300, and no source of truth of accounts, opportunities, contracts, etc.
• Currently, there were only manual processes to manage opportunities and account data in separate systems and spreadsheets
• The client was unable to track the type of contract/agreements entered i.e., panel arrangement, local buy, exclusive or making up the numbers, master service agreement, fixed cost per service line, and or fixed services.
• Business Units do not manage leads consistently or effectively.
• The client depended on manual processes to collate sales data from business units, resulting in low visibility of the sales pipeline.
• Each department had slightly different business processes which required customised solutions.
• There was no implementation of Pardot with the client’s marketing strategy.

Girikon worked alongside the client to create a single implementation of Sales Cloud, which became the source of truth for their data.

Salesforce Setup and Implementation:

• Set up of company profile
• User creation and custom profile setup
• Setting up role hierarchy
• Defining access to objects, fields, etc., for different profiles
• Defining data access rules such that certain individuals would have access to groups of records to which roles could not cater.

Lead Management:

• Creation of a custom web-to-lead form
• Lead assignments to the correct department and relevant employees
• Custom field creation
• Setting up lead conversion into opportunity, contact, and account
• Automation of emails when the lead is contacted using Flows.

Contact Management:

• Creation of custom fields
• Duplicate and matching rules
• Creation of validation rules
• Customised Page layout
• Migration of existing data into Salesforce
• Contacts will be synced from visual approval
• Salesforce contacts will sync to uptick
• Set up contact roles

Account Management:

• Creation of custom fields
• Duplicate and matching rules
• Creation of validation rules
• Customised Page layout
• Accounts will be synced from Visual Approval
• Salesforce account will sync to uptick
• Set up of account hierarchy
• Data migration from existing CRMs or spreadsheets

Opportunity Management:

• Creation of custom fields
• Duplicate and matching rules
• Creation of validation rules
• Customised Page layout
• Opportunities that are created in visual approval will sync with Salesforce via custom-built API
• Creation of a custom button “create new quote” which creates PDF quotes using custom fields
• Automatically push specific opportunity data into uptick through custom-built API
• Data migration from existing CRMs or spreadsheets

Product and Pricebook management:

• Creation of a Price book
• Creation of products

Contracts:

• Creation of custom fields
• Contracts that are ending will trigger an automated task for employees
• Custom object created to track sites and compliance date for recertification

Reports and Dashboards:

• Creation of standard reports from opportunity object
• Creation of dashboards for individual business units
• Creation of a consolidated dashboard for the CEO of all business units
• Customisation of the home page based on the department to include relevant dashboards

Visual Approval Integration:

• Creation of custom fields on the opportunity object
• Creation of record type on the opportunity object
• Customised Page layout
• Visual Approval is considered the source of truth for opportunities that belong to a particular business unit.
• Creation of custom API to:
  • Salesforce Public Custom API to push from Visual Approval to Salesforce
  • Create a new opportunity
  • Create a new contact
  • Create a new account
  • Create a new quote to attach to the opportunity
  • To update opportunity, contact, and account fields when the field value is changed in Visual Approval
  • Check for duplication in opportunity, account, and contact.

Uptick Integration:

• Creation of custom fields on the:
  • Opportunity object
  • Contact object
  • Account object
  • Quote object
• Creation of record type on the opportunity object
• Customised Page layout for:
  • Opportunity
  • Contact
  • Account
• Creation of custom API to:
  • Push specific opportunity records into Uptick
  • Send related contact record into Uptick
  • Check for duplicate records in Uptick
  • Create an Uptick client and property record based on Salesforce opportunity and contact

Pardot Implementation:

• Two Pardot marketing campaigns for two different business units
• The first marketing campaign is set up to engage with existing clients who had their compliance date reaching its end.
  • Creation of custom email template
  • Auto sync of relevant salesforce records with Pardot
  • Automation to send emails in set time intervals (3 months, 2 months, and 1 month before compliance end date)
  • Set up of campaigns to record those who decided not to renew their compliance
  • Set up of Pardot form
• The second marketing campaign is set up to engage with new leads who are interested in a different business unit.
  • Creation of custom email template
  • Automation to send emails during business hours
  • Creation of landing page
  • Automation to send a notification to relevant employee about the lead

Figure 1: A flow diagram of the first Pardot marketing campaign in which existing clients had their compliance date reaching its end. Figure 2: A flow diagram of the second Pardot marking campaign in which relevant business units engage with new leads.

‘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.’