Salesforce Community Cloud Implementation Case Study

December 18, 2020
Girikon

Background

Girikon entered a contract with a leading equipment finance specialist that offers customer equipment finance including commercial assets, business lending, etc. to customers across construction, agriculture, and manufacturing industries. Girikon was engaged to implement a CRM Partner Portal which included Lightning-enabled Salesforce Community Cloud.

Girikon was evaluated against several service providers and was selected due to its record in Salesforce Community implementations for small to large-sized businesses’ as compared to other providers. Girikon’s track record, delivery quality outcomes, efficiency, and cost-effective rates were taken into consideration during the selection process. The client engaged with Girikon on a Salesforce Partner Communities project to leverage Girikon’s high-end Salesforce Expert Status. Besides their successful & quality outcome, it was the effectiveness of Girikon’s onshore/offshore model, as well as the positive management of senior stakeholders and detailed analysis phase that gained the trust of the client.

About the Client

The client is a leading equipment finance specialist that deals in commercial asset lending i.e. Trucks, Trailers, Construction Machinery, Agriculture Machinery, and Motor Vehicles. They strive to help their customers secure the right finance solution as per their specific needs.

Their business is built around a simple, yet extremely effective business structure that is facilitated by the services and IT platform leveraged by them.

The Client’s vision was to expand their partner referral program which needed a robust UI/UX enhanced solution to take advantage of the growth in the industry. Besides opting for Salesforce Sales Cloud and Partner Communities, the Client chose Girikon as a quality Salesforce Partner.

The Problem

In a previous engagement, Girikon implemented Sales Cloud for the client. The equipment finance specialist found that the following problem was solved using this platform:

To track and maintain the partner lead enquiry pipeline.
Capture customer/lead interactions due to the limited potential of partner reps.
See daily activities and next steps related to prospects, leads, and customers of the client due to the absence of a common platform.
Track the customer’s journey due to the absence of defined processes.
Automate the process of entering lead details into the CRM.
Track referral commissions.
Develop standard dashboards and reports
Configure the platform to suit their evolving business processes
Configure/customize business-critical functionalities including opportunity Kanban views, notes, and management integration

The Referral Partner onboarding and management were completed manually with the owner receiving calls from Partners daily with individuals or companies providing details, which needed to be captured in spreadsheets and manually entered into Sales Cloud.

The solution

Girikon provided the Client team with a scalable customer/partner community solution. The solution captured enquiries from various lead sources to track and manage enquiry pipeline, enable faster turnaround time for processing customer service engagement, provided access to complete information of the customer, and their related data throughout the sales lifecycle.

The following modules were implemented to achieve a business process solution:

Partner registration/Onboarding.
Partner Login and reset password functionality.
Partner Lead Management (Manual, Web to Lead)
Account and Contact Management
Opportunity Management
Commission Management
Reports and Dashboards

Community Cloud Implementation

Solution Inclusions and Features

Implementation of Community Cloud was done to track and have a 360 view of the enquiries inflow/progress, customer details, and sales pipeline. Besides this, it increased the collaboration between partner and several other teams involved during the Sales cycle and Weekly/Monthly Reports and Dashboards generation for better analysis of business performance.

Agent Referrer On boarding

Design the Agent/Partner register page.
After registration Lead creation into the Salesforce.
“Application Onboarding” form design.
Application button set-up and on click “Application Onboarding” form will be sent.
Application onboarding form details filled up by Partner will be captured in Salesforce leads.
Lead Conversion to Account and Contact.
Enable the partner portal user while notify and send the email to the portal for access.

Agent Login

Design the Agent/Partner Login Page
After successful login, design Agent/Partner/Referrer home page
Setup chatter for communication between Agent and Client Finance team.

Source of Lead Generation

Web to Lead creation in Salesforce
Manual creation (Leads created by Partners)
Design and setup the Lead Page
Lead Assignment
Lead Duplicity Check
Add the notes tab to lead

Opportunity Management

Design and setup the Opportunity page.
Opportunity tracking and progress view access
Display a visual summary of the opportunity with Kanban
The Email needs to be sent when the application has been approved, submitted, and settled.
Add notes to Opportunity
Add attachments tab to Opportunity

Account Management

Design and setup the account page.
Duplicate Management
Setting up a relation between Account and contacts.

Contact Management

Design and setup the contact page.
Duplicate Management

Integration

Community Configured with Sales Cloud

The Outcome

The client team is now able to collect and organise actionable customer data, accurately quantify, categorise data for future reference across different departments. All teams keep accurate and accessible records of customer transactions, preferences, making detailed customer information communicable. Broker/Sales Support team can retrieve all available information concerning the loan, finance, and business details of all customers, which might help the Broker team to keep a track of the customer and what was financed or sanctioned.

As a result, customers know the status of their loan application to track it via emails. Birthday emails and term anniversary emails will be sent to customer every year. Every department can now tag either individuals or team to send accurate information to the right individual. With this new-found ease, teams can seamlessly work together to improve the bottom line. Personalise their dashboard views to quickly locate information needed such as customer information, Opportunity revenue pipeline, and lead lifetime and performance reports to explore untapped opportunities. With better reporting data, the client team were able to make resourceful and effective decisions to reap the rewards of customer loyalty.

Customer Satisfaction

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

(Broker Support Officer)

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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