Girikon entered a contract with a leading equipment finance specialist that offers customers equipment finance including commercial assets, business lending to customers across construction, agriculture, and manufacturing sectors. Girikon was engaged to implement a Lightning-enabled Salesforce Sales Cloud CRM to its business ecosystem. Girikon was evaluated against several service providers and was selected due to its excellent track record, delivery quality outcomes, efficiency, and cost-effective rates. The client engaged with Girikon on a Sales Cloud quick start project to leverage their high-end Salesforce specialisation. Besides their successful & quality outcome, it was the effectiveness of Girikon’s onshore/offshore model, as well as the positive management of senior stakeholders that gained the trust of the Clients who invited Girikon to submit a proposal alongside other vendors for implementing the CRM

The Problem

Salesforce Partner Community that included a group of like-minded people sharing knowledge and experience. The equipment finance specialist found that using this platform had many constraints including the inability to:

  • Track and maintain the enquiry pipeline.
  • Capture customer interactions due to the limited potential of sales reps.
  • Have in place a common platform to view daily activities pertaining to the prospects, leads, and customers of the Client.
  • Track the customer’s journey due to the absence of defined processes.
  • Search the Australian business number manually.
  • The overall sales process provided limited visibility.
  • Automate the process of entering lead details into the CRM
  • Develop Standard dashboards and reports
  • To configure the platform as per the evolving business processes.
  • Scale their business due to the platform inefficiency.
  • Configure/customise business-critical functionalities including Maps/Locations, GST Validation, Opportunity Kanban views, and document management integration.
The solution

Girikon provided the finance specialist team with a scalable customer relationship solution. The solution was designed to capture enquiries from various lead sources to track and manage enquiry pipeline, enable faster turnaround time for processing customer service engagement, provide access to complete information of the customer, and their related data throughout the sales Loan lifecycle.

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

  • Lead Management (Manual, Web to Lead)
  • Account & Contact Management
  • Opportunity Management
  • Reports & Dashboards

Solution Inclusions and Features

Implementation of Sales Cloud is to track and have a 360 view of the Enquiries inflow/progress, Customer details, and Sales Pipeline. Apart from this, it increased the collaboration between various teams involved during the Sales cycle and Weekly/Monthly Reports and Dashboards generation for better analysis of business performance.

Sources of Lead Generation

  • Web to Lead (Website)
  • Manual creation (BD/Sales, Events)
  • Lead Assignment
  • Lead Duplicity Check
  • Automated Task Assignment
  • Lead Conversion
  • Once Lead is converted information needs to be transferred from Lead to Account, Contact, and Opportunity.

Opportunity Management

  • Opportunity tracking and progress
  • Display a visual summary of opportunity with Kanban
  • Automate task/email after a deal has been settled
  • Ability to send an email on anniversary dates from the term start date
  • Automate task/email after the loan status is “Active” to send up a follow review/ send post settled documents
  • The email needs to be sent when the application has been approved, submitted, and settled

Account Management

  • Account Configuration
  • Duplicate Management
  • Setting up a relation

Contact Management

  • Contact Configuration and set up
  • Duplicate Management
  • Ability to send an email on birthday
  • Business Address needs to be populated from Account

Data Management

  • Efficient Data Loader process set-up for Data Migration, implementation, and management, of diverse sources including Flat files (CSV, txt file, etc.)
The Outcome

The Finance specialist team is now able to collect and organize actionable customer data, accurately quantify, and categorize data for future reference that too 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, that might help the Broker team to keep a track of the customer, as well as what was financed or sanctioned.

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

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