The Client offers sales and customer service to contact centers and transforms them into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.
Anonymised Client Profile
The Client offers sales and customer service to contact centers and transforms them into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Girikon – a reputed Salesforce consulting company was engaged to implement Partner Community in Salesforce CRM. The business objective was to provide real-time support and visibility of their Partner Program, Deals, Commission, Partner News, and Client Account Team contact. Partner Portal is also integrated with Resource Center and Customer Support Portal.
The following challenges were identified:
Phase 1 included the Partner Onboarding process through the web to Lead form, enabling partner accounts and partner users. Each partner is attached to the Channel Program and a Pricebook. Partners can submit and track the progress of their deals through their partner portal account.
Based on the different profiles, there is an accessibility difference on Partner Portal. The partner Manager is able to manage all the deals of the company whereas the partner user is restricted to his own deal.
Deal Dashboard and Commission-related information is available on the Partner Portal.
CX marketplace provides access to a variety of products and provides choices to customers. In addition, it has an extension detailing all types of products with different characteristics.
Measurable Impact
Within six months of going live on Salesforce, the organisation reported measurable gains across every key marketing KPI.
Optimized partner performance by customizing channel programs and tracking KPIs with Partner scorecards.
The partner Onboarding process is standardized and simplified. It provided real-time support and visibility of their deals and commissions to the partners.
It provided a complete set of integrated capabilities with a resource center and customer support portal. It created more successful partner interactions while increasing contact center productivity.
CX Marketplace provided an additional channel to market and sell the products. It also reduced the marketing costs compared to other sales channels
Client Feedback
Girikon’s team understood the complexity of our stakeholder landscape from day one. They didn’t just migrate our data — they redesigned how we think about lead management and audience engagement. The HubSpot implementation they delivered has fundamentally changed what our marketing team is capable of.
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