Salesforce Sales Cloud Implementation Case Study
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Girikon entered into a contract with a leading machinery sales and hire specialist with branches across all states of Australia. Girikon was engaged to implement Lightning- enabled Salesforce Sales Cloud.
Girikon was evaluated among several service providers and selected due to its agility and problem-solving capability. This was evident when the client approached Girikon to co-ordinate a successful outcome between Salesforce’s Solution Engineering team and Account Executives. Girikon initially engaged with the client on a detailed technical discovery to understand the company’s business process, existing pain points using Salesforce Classic, and future enhancements. Girikon understood the Business Use Case, conducted several workshops with both the Salesforce team and the Customer’s stakeholders to determine the appropriate Salesforce license types required to implement a state of the art CRM solution.
The following non-functionality requirements were also identified during the Project’s Discovery Phases:
The client is a leading equipment manufacturing specialist that deals in commercial asset lending for Trucks, Forklifts, Cranes, Construction Machinery, Mining, and Materials handling equipment. The client is an exclusive supplier and distributor of Forklifts, Warehouse Equipment, cranes, and Baumann Side loaders in Australia.
The Client’s vision was to have the appropriate tools, besides access to data to carry out their day-to-day duties by their Sales Representatives. This will ensure that the client will continue to grow and service their industries.
The client reached out to Girikon – a Salesforce Consulting partner to review their current business processes, and practices, and seek advice on the implementation of Salesforce Sales Cloud.
The following scope was developed and implemented:
Solution Inclusions and Features
Agent Referrer On boarding
The Lead functionality had been turned off in the Enterprise version due to a challenge identified by the client. The Administrator user was only able to create a Lead. The requirement was to enable all users to create a Lead.
Girikon recommended that the standard Lead functionality be re-instated besides assisting in addressing issues related to duplicity.
Account and Contact Management
The client team was experiencing the challenge of Accounts and Contacts records being duplicated in the system. The Dupe catcher app was being used for managing duplicity. Girikon recommended the use of out-of-the box functionality for managing duplicity.
Opportunity Management
During the Opportunity cycle, the Client’s sales team was unable to add the multiple products (Opportunity line items) under one Opportunity.
The requirement was to have the ability to add multiple products to a single opportunity.
Girikon recommended the use of the standard Opportunity object along with the product object. This was configured to meet the Client’s business requirements.
Reports and Dashboards
The client’s team had a requirement to have a single dashboard, displaying key targets achieved by Sales Representatives (Opportunity Owner) or display on the respective dashboards if the display on a single dashboard isn’t possible.
Australian Business Number (ABN) Integration
There was a requirement to configure the ABN check application in the current system. The application would validate the accounts ABN. The client team was manually filling the ABN on the account level.
Girikon recommended approach was to create a custom field and make it mandatory to ensure it is populated consistently. The implementation of the ABN check application was deferred to a future phase.
Mail Merge Standard configuration
The requirement needed was to generate, merge and deliver customised proposals, quotes, contracts, reports, or any other type of document package with the click of a button. They also wanted to deliver the customised document via email, e-signature, download, print, attach to Salesforce, or any other delivery method.
Girikon recommended the use of Salesforce standard mail merge functionality instead of the third-party application that was in place.
Campaign Management
iContact message builder app was integrated with the current instance.
Girikon proposed a journey builder set-up for the sales, post-sales follow-up, and warranty end.
Contract Management
The client team managed their contract outside Salesforce, the requirement for them was to be managed from within Sales.
Girikon recommended the use of contract management out-of-the-box functionality of Salesforce.
Site Inspection form
The requirement was to set up functionality to enable the Sales Representative to take a picture with the application of the site and the equipment and attach the picture/s to related Opportunity.
Girikon recommended the use of Scan to Salesforce application which is free from App Exchange. This was implemented into the environment and was well received.
The Client has identified the following business outcome post-implementation of the Salesforce Sales cloud:
“Outstanding Communication”
National Product Support, Training & Marketing Manager