Agentforce for Streamlining Destination Consultant Workflows

July 21, 2025
Girikon

The Background

After an unsuccessful Salesforce implementation with their previous Salesforce partner, the client actively reached out to the Salesforce Customer Success Group to understand what went wrong with the implementation. They were introduced to two Salesforce partners, one of which was Girikon, and they chose Girikon because the Melbourne-based Salesforce implementation partner understands the challenges faced by small businesses and has the reputation of helping various Salesforce clients in distress fix issues while continuing their BAU operations.

Girikon was asked by the client to support them in their continued transition to use Salesforce and to assist their on-the-ground consultancy team develop customised solutions to handle the sales management and booking process.

As part of the company’s Salesforce implementation, Salesforce Agentforce was integrated to enhance productivity and streamline internal support for Destination Consultants (DCs). Agentforce acts as a digital assistant, enabling DCs to retrieve information and perform actions using natural language, reducing manual effort and improving efficiency.

The Client

Having operated for three decades, the client has proudly served as the leader and innovator in supported walking holidays across Australia. They simplify the process of organising a walking holiday, enabling customers to walk with ease, carrying only a light daypack containing lunch and essentials. Recently, they have also expanded their destinations to New Zealand, Japan, and many European countries.

What sets the company apart is its unmatched comfort and freedom. Guests can explore some of Australia’s most stunning natural scenery on foot, then wind down with a warm shower, great food, and a cozy bed each night. Whether they choose a self-guided adventure, a guided tour, or a custom trip with friends or family, every experience is designed to be pack-free and comfortable. In addition, trips run year-round and can be tailored to suit any group size, travel companions, or dream destination.

The Problem

1. Slow Access to Critical Business Information

DCs spent excessive time navigating Salesforce records and documentation to find answers.
Manual searches for trip details, FAQs, and company policies led to delays in customer support.

2. High Dependency on Internal Support Teams

Repetitive queries overwhelmed internal teams, increasing resolution times.
Lack of a self-service solution meant DCs frequently relied on colleagues for basic information.

3. Inconsistent Knowledge Sharing

Critical information was scattered across multiple documents and systems.
No centralised, AI-powered system to provide instant, accurate responses.

4. Limited Automation of Routine Tasks

DCs manually performed tasks like drafting emails, summarising records, and updating fields, consuming valuable time.

The Solution

1. AI-Powered Conversational Assistance

Agentforce was deployed to allow DCs to ask questions in natural language and receive instant responses.
Reduced dependency on internal support teams by providing self-service capabilities.

2. Centralised Knowledge Base Integration

PDFs & Reference Documents: Uploaded trip details, SOPs, FAQs, and company policies into Salesforce Data Library.
Salesforce Knowledge Articles: Structured content for common queries ensured consistent and accurate answers.

3. Pre-Configured Standard & Custom Actions

Agentforce was configured to handle:

Data Retrieval: SOQL queries and record summaries for quick insights.
Email Automation: Drafting and sending emails based on prompts.
Knowledge Search: Pulling answers from PDFs and knowledge articles.
Record Management: Updating fields, logging activities, and navigating related records.

4. Improved Efficiency & Productivity

Faster Response Times: DCs obtained answers in seconds instead of minutes.
Reduced Manual Work: Automation of repetitive tasks allowed DCs to focus on customer interactions.

The Outcome

The rollout of Agentforce has significantly improved operational speed and autonomy. Destination Consultants now access previously tribal knowledge in seconds, without needing to rely on the Operations Manager, making it possible to complete merchant orders faster and respond to client enquiries with confidence. As a result, the booking journey has become more scalable and efficient, and responses have been highly consistent due to AI-powered knowledge retrieval, helping the walking holiday company provide quicker turnaround times and allowing customers to confirm logistics and make travel plans earlier. By capturing and automating critical knowledge, Girikon has helped the client take another major step toward a truly intelligent, centralised Salesforce platform.

80% reduction in time spent searching for information.
50% decrease in internal support requests for basic queries.
Higher consistency in responses due to AI-powered knowledge retrieval.
Enhanced productivity through automation of routine Salesforce tasks.

In summary, by implementing Agentforce with the support of a trusted Salesforce partner, the organisation successfully overhauled its internal support system, empowering DCs to work more efficiently and enhance the customer experience.

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Girikon has been a crucial partner in our Salesforce deployment. Their team exhibited outstanding technical acumen and responsiveness throughout the project lifecycle. They conducted a thorough analysis of our system requirements, developed a detailed implementation plan, and executed it with precision. Girikon's deep understanding of our business processes enabled them to deliver a customised solution that not only met our core needs but also integrated advanced features and automation capabilities we hadn't previously considered. Their expertise in Salesforce architecture and their innovative approach have been instrumental in the successful roll-out of our system.

Mitesh Chandra Corporate ICT Solutions Architect

I have worked with Girikon for a year, selected as part of a complex RFP process. Everyone I work with on the team helps me to be successful. Don't worry about time zone differences - team members are available for your work time. Technical knowledge is outstanding and so is the attitude toward customer support. Add the cost effectiveness of hybrid on/off shore, and it is the perfect combination for us. We have more to implement, so I expect the "Services provided" selection will increase over time.

Anne LapinskiDirector of Marketing and Digital Transformation

The team at Girikon transformed our business (specifically the Revenue group - Sales, Marketing, Success) by migrating us out of our old CRM and into HubSpot. We had 10+ years of data, contacts, financials, etc. to move from Infor to HubSpot. Projects like this are difficult and can be overwhelming. Girikon made it easy for us. They listened, collaborated, and took action. Thanks!

Nate CoxSVP of Revenue

What an excellent and seamless execution! The Girikon team has done a fantastic job implementing the HubSpot Service Hub for us. They were able to tailor the integration to our requirements, pulling in the specific data we needed from our ERP system (IFS). The entire team is highly responsive and always ready to assist whenever needed. They also helped us with a significant amount of ticket automation, responses, and the creation of numerous forms to streamline our ticketing system. I wholeheartedly endorse the Girikon team for any HubSpot integration with an ERP system. This experience has been exceptional, and we're likely to engage their services again in the coming year.

Douglas PlattProduct Support Manager

We contracted with Girikon for creation of an external database to connect to our HubSpot account. Their timelines were accurate and their communication was timely and transparent. We were given many opportunities for feedback to ensure that the database was working exactly as we need it to. The entire team was responsive and helpful, and we appreciated their hard work. We would definitely use them again should another project arise.

Cathy TiltonMember Relations Manager

We started working with the Girikon team in April 2023 to migrate our CRM from LeadSquared to HubSpot. From the very start, we were very impressed by the responsiveness and expertise of their team. Ours was a relatively complex implementation with many custom developed solutions, and the Girikon team took on each challenge with enthusiasm and gusto. While it wasn't always smooth sailing due to the various HubSpot limitations, the Girikon team of Jitendra, Niwedita, Sweta, Ajay & Deepak never gave up and made sure to think of innovative custom developments to solve the challenges we were facing. Kudos to them!

Sanjay DhingraChief Operating Officer

Girikon has been an exceptional consulting partner since we began working with them in May 2023 to onboard HubSpot as our companywide CRM. Their team supported us with the configuration and deployment of Sales Hub, Service Hub, and various customised reports and functionalities. Girikon demonstrated a profound understanding of our business needs within the CRM framework and guided us through best practices with tailored solutions. They excelled in facilitating CRM training for our internal staff and were consistently available, responding promptly to any questions and feedback. We are grateful to have partnered with such a fun, friendly, patient, and talented team at Girikon, who exemplify true collaboration and partnership.

Madelon BarrowDirector of Client Experience and Support

We had an excellent experience working with Girikon. Reshma, Dheeraj and Jaimie were awesome to work with. They made the implementation so easy. Highly recommend Girikon to anyone looking to implement HubSpot.

John MackVP

We had the pleasure of working with Reshma, Dheeraj, Ajay and Brady. They assisted us with our onboarding efforts to HubSpot and helped in creating some automated workflows to streamline our sales processes. As a small business, implementing a new system and different sales related tools - while keeping the business running was a bit stressful, but this team had all the necessary skills (and patience) to make it a smooth process. Thank you very much Girikon team, we'll definitely recommend your services whenever we get the opportunity!

Tony CurranCo-Owner

Girikon has been an outstanding Salesforce partner for our company. They have customised our database to suit our business processes, and taken time to understand the way our business works. They are proactive and supportive and very diligent in keeping to deadlines. I would recommend them to anyone who would like a reliable Salesforce partner.

Tom Cheetham, Sales Manager

Great team of people. Very patient, understanding and accommodating to our project’s needs. And always happy to answer any of our questions we had.

Steven Tran, Salesforce Administrator

The offshore team were professional, prompt and responsive. The local team were able to grasp what we needed and understood our business and our requirements in a speedy manner. This allowed them to come up with a solution which has improved our business efficiencies and given us a platform for growth.

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