Salesforce Partner Salesforce Support Case Study

February 11, 2021
Girikon

Background

Girikon entered a contract with a leading Australia-based fruit, vegetable, and cut flower wholesale marketplace to review their current business processes/practices while providing Salesforce Consulting Support as per their requirement by rectifying issues through the implementation of Salesforce Sales Cloud and Partner Community Cloud.

Before approaching Girikon, the wholesale marketplace had completed their Salesforce implementation with a different Salesforce Consulting Partner. However, they discovered that their Salesforce Org was not properly implemented, which resulted in issues that caused major business disruption. Girikon offered competitive estimates, as well as the blueprint of the proposed solution. This provided the client with the confidence to propose additional scope to Girikon’s Salesforce Consulting team.

Girikon was evaluated against several service providers, and was selected due to its previous track record in enterprise-scale implementation for medium to large-sized businesses’. The client identified Girikon as a Salesforce Consulting Partner who could address their pain points in Sales Cloud enterprise org related to the financial module while ensuring effective rolling out of Partner Communities and rectification of poorly customized financial functions including billing, payments, and price increase, etc. The delivery of quality outcomes, the effectiveness of Girikon’s onshore/offshore model, and the positive management of senior stakeholders gained the trust of the client and motivated them to associate with Girikon for a long-term support partnership.

About Melbourne Market Authority

The Client is Australia’s largest wholesale fruit, vegetable, and cut flower markets, and is also one of the six central fresh produce markets. Operating from a purpose-built facility on a 70-hectare site, the Market provides a critical link between the growers, wholesalers, retailers, and the fresh produce supply chain.

More than 5,000 businesses use the Market as a base for buying and selling fresh produce in the early hours of the morning for distribution across Victoria and Australia. Over 1,800 individual fruit and vegetable buyers, representing independent greengrocers, supermarkets, restaurants, and food processors, source their produce directly from the Market. Many more receive deliveries and consignments from the Market.

Up to 120,000 square meters of warehousing space provides for the integration of supply chain logistics within the Market itself and is the largest warehousing precinct of any central market in Australia.

The Problem

The client’s Salesforce support scope was to address the pain areas identified by the users to ensure business continuity and revenue impacts. The following issues that were critical for all the customers, partners, and self-service portals were identified.

First Bill Date should be the 1st of the previous month of the start date.
The ‘I’ information is not flowing through the new Line created.
To remove the 1000 limit for Products: CARD and ABC Renewal.
Review the code and test coverage.

The second issue is related to the price increase contract end date, which needed to be correct before the contract renewals could be processed. The date was generated based on contract renewal date logic however the client identified an issue with the data.

Access card contract “Billed to date” was incorrect and had to be updated before contract renewals could be processed.

The solution

Girikon provided the Client with ongoing support to ensure that the production Salesforce Org is supported throughout the year and during the high activity periods and business continuity.

The following solutions were implemented to support the Client throughout the year end process:

Standardisation and alignment of Renewal Start and End dates for all of the wholesaler’s tenants
Populated the description field of the new line item from the description field of the previous line item from which value is inherited.
Changed the page and list holding component to see all records.
The end date is aligned to the ‘Billed To date’, and the contract is updated successfully.
Resolving code issues by reviewing code written by incumbent partners and improving test coverage.

The Outcome

The client team was able to process the contract renewals on time without the need to manually update each of the 8,500 contracts which saved approximately 3-4 weeks of manual data entry.

As a result of all the excellent service, work ethic, effort, and features developed, the final product turned out to be phenomenal while meeting the needs and expectations of our Client. The Salesforce Support provided to the Client helped build a long-lasting business relationship while ensuring that the customer is supported throughout the engagement.

Customer Satisfaction

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.

Salesforce Consultant

Share this post on:

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