Standardising Sales Process with Salesforce Case Study

The client is a leading Commerce Platform that provides software and support to help businesses better design their customer journey, with thousands of customers worldwide using their powerful and easy-to-use platform to attract, engage, and retain customers. In July 2022, they acquired two reputed companies: one is the Australian & New Zealand leader in POS for mid-market and enterprise retail brands, and the other is the leading solution for enterprise search and merchandising made easy. Their vision was to build a unified platform allowing vendors to keep all their core tech stack in one place and gain visibility and control over their businesses.

Previously, the Salesforce partner that came before Girikon helped the client HubSpot, Zoho and Zendesk with their Salesforce org. However, that integration did not satisfy the client’s specific requirements due to inefficient syncing of data between Salesforce and the other systems.

While having different systems often allows a company to utilise different functionalities of different platforms, in the client’s situation, it resulted in the lack of a unified sales process and redundant manual data entry into multiple systems. The business operation was impacted greatly by data inconsistency, duplication, or delay in updates, leading to instability and inefficiency in their Commerce Cloud and Marketing Cloud business units. Improper syncing between different systems also caused inefficient collaboration and miscommunication among sales representatives, which can further hinder the client’s productivity.

Furthermore, with two new products being added to the product lines, their sales strategists lacked the confidence and direction to start designing a cohesive solution to sell software across various regions.

These issues compelled the client to seek the expertise of Girikon, a reputed Salesforce Gold Partner based in Melbourne.

Quick fixes

During a very short timeframe, Girikon defined what was required first to stabilise the Platform. The Salesforce partner then implemented a set of quick fixes including making changes to the opportunity picklist values and creating a record type for web assets.

Opportunity Picklist Values Changes

Girikon made modifications to the picklist values associated with opportunities in Salesforce. By adjusting the picklist values, Girikon aimed to ensure that the available options aligned with the client’s specific requirements and sales processes.

Record Type Creation for Web Assets

Girikon created a new record type specifically designed for web assets within Salesforce. This addition allowed the client to organise and manage their web assets more effectively within the Salesforce platform.

Sales process streamlining

After the platform was stabilised, Girikon designed a sales process for all business units and onboarded those units to the Salesforce org. The following functionalities that Girikon implemented have helped streamline the client’s sales process.

Quote and quote line-item process

This process introduces a streamlined approach to generating quotes and managing quote line items for the client’s customers. The client now has a structured workflow for creating and customising quotes, including defining line items, pricing, and terms.

User acceptance for contract base products

This functionality enables the client to effectively manage and fulfil customer-specific requirements outlined in their product contracts.

Products Streamlining

Girikon implemented a system that manages products based on their respective types, such as marketing, commerce, and retail, ensuring efficient categorisation and organisation. A consistent naming convention is established, making it easier to search and identify products within the system.

The system also incorporates discount management, allowing for accurate and automated discount calculations based on predefined rules.

Currency setup according to region basis

Having currencies set up based on regions, the client can accurately process transactions, pricing, and financial reporting in the local currency of each region. This ensures compliance with regional financial regulations, enhances customer trust, and simplifies international sales and billing processes.

Case Management and Success Interaction Process Streamlining 

Girikon implemented automation features that enable auto status updates within the Case Management system based on predefined criteria and triggers. Additionally, the Success Interaction involvement is now recorded and saved within the system, providing a comprehensive record of client details and interactions.

Omni Channel Streamlining

Through the implementation of integrated systems and processes, Girikon enabled the client to deliver a consistent brand experience and messaging across various channels, such as online platforms, retail stores, and customer service touchpoints.

Web Asset Management

Girikon implemented a web asset creation feature that automatically generates and stores relevant information based on the closed-won opportunity record. This web asset serves as a comprehensive repository, capturing all the pertinent details of the specific account and opportunity.

It includes key information such as customer contact details, product/service specifications, contract terms, pricing, and any additional documentation or collateral associated with the opportunity. By centralising this information in a web asset, it becomes easily accessible and can be utilised for reference, collaboration, and future account management purposes, ensuring efficient and organised handling of customer accounts within the company.

Community setup and knowledge base articles

Girikon successfully set up a community platform and published knowledge-based articles to facilitate effective communication and support for the client’s users.

By publishing knowledge base articles on the community, Girikon empowers the client’s staff members with a valuable self-service resource, providing them with comprehensive documentation, FAQs, and troubleshooting guides. This fosters a collaborative environment where users can find solutions, exchange insights, and enhance their overall experience with the client’s products and services.

HubSpot, Zoho, and Zendesk Migration to Salesforce

Girikon also helped the client migrate data from HubSpot, Zoho and Zendesk to Salesforce and integrate Fusebill and Pardot with Salesforce.

HubSpot

This involved the seamless transfer of customer and lead data, including contact information, interactions, and marketing activities, from HubSpot’s platform to Salesforce’s CRM system. By migrating the data, the client now benefits from having a consolidated view of customer information within Salesforce, enabling better tracking, management, and analysis of customer interactions.

Zoho

This migration allows the client to consolidate information about their customers, leads, opportunities, and other critical data within Salesforce, providing a unified and comprehensive view of their business operations. The client can enhance their ability to manage customer relationships, track sales activities, and make data-driven decisions.

Zendesk

Girikon successfully migrated Zendesk data and performed data migration to Salesforce, along with syncing Zendesk articles to Salesforce Knowledge articles. By migrating Zendesk data to Salesforce, Girikon ensures that relevant customer information, support tickets, and interactions are consolidated within the Salesforce ecosystem. Additionally, syncing Zendesk articles to Salesforce Knowledge articles enables the client users to access a centralised and up-to-date knowledge base directly within the Salesforce platform, improving customer support, and enhancing overall efficiency in resolving customer inquiries and issues.

Fusebill and Pardot Integration with Salesforce

Fusebill

Fusebill is a robust subscription billing and management platform. Fusebill’s integration with the client’s CRM and other systems ensures seamless data synchronisation and provides real-time visibility into customer subscriptions and billing details. By leveraging Fusebill, the client can efficiently handle the entire subscription lifecycle, improving customer satisfaction and optimising revenue management.

Pardot

Overall, Girikon’s implementation of Pardot integration, landing pages, user details forms, two-way data sync, and email templates promotes the client’s marketing automation capabilities and enables streamlined lead generation and nurturing processes.