Case Studies

Successful i­mplementation of Aress Quick start package for a leader in Manufacturing Industry

Our Customer:

Samson Controls is a World leader in Control valves, Conventional Positioners, and Temperature Regulators, etc. with operations in over 60 Countries including India.

What we did:

• Along with the Salesforce AE, Aress engaged into conversation with the key stakeholders at the selling stage itself to understand their requirement.
• After doing a fit-gap analysis with respect to customer’s requirement and as-is business process we proposed the most optimum Salesforce product (Professional Edition).
• To bring agility into implementation Aress mapped the implementation requirements with it’s Quick-Start package, in phase 1. Which resulted into immediate ROI for customer.
• In phase 2, we delivered the other custom requirements.

Building a Custom Application on force.com platform for an Adventure Park

Our Customer:

Jumpin Heights - India’s first Extreme Adventure zone established at Rishikesh in 2006; it was for the purpose of bringing to India something its youth could be proud of. Jumpin Heights has cited the most astonishing Bungee jumping platform in Rishikesh, just above the river Ganges to make jump more happening and refreshing.

What bothered them:

For management of the theme park, client was using an IT system designed on a client-server architecture. However, the system was old, and outdated considering the current business need. Most of the operational activities including, ticketing, inventory management, cafeteria business was being conducted manually, resulting into very low productivity of a massive team. Also, the system was desktop based and could not be accessed using mobile. This was a big drawback, considering the huge spread of the theme park. All these led to loss of productivity of the Jumpin Heights team; overall process was time-consuming right from Entry tickets – Activity booking – Understanding form and getting the jump print tickets.

The other important issue faced by customer was lack of a strong, online MIS system for the management.

What we did:

• The customer wanted a custom app to manage their theme park operation efficiently; requirements were typical and niche to their business. The app need to be simple to use, available on mobile, available offline and 24/7. None of the functional requirements were available in Salesforce out of the box, and there was no suitable app available in AppExchange. Aress sent one of the lead BA to customer site to analyze the process and the pain areas for all the stakeholders. After understanding the requirements in detail, we suggested Force.com platform and developed bespoke application.
• During the entire design and development process Aress’s focus was to build a robust solution, that is simple to operate by resources with low IT exposure, and has fast maneuverability with minimum clicks. The entire implementation process was conducted in an Iterative and Agile execution method. There were intermediate checkpoints through show and tell session, to capture user feedback.

Simplified UI: Developed the Booking page with simple UI and by generating a unique Booking Id for different record types.

User friendly mobile UI on Salesforce1 for using the system on tablets with mobile data network in case of loss of wired internet connectivity.

Attractive Online Booking Systems with Payment Gateway Integration with responsive web design which works from all browsers and devices.

Bookings details Page

Activity Booking Page

All the Calculations were done as per the GST norms. A GSTR Reconciliation Report with the as per the Invoices of the Latest Tax Calculations. Credit Note generation helping in refunds when “Jumps not performed” by doing the reverse calculations of the Jump amount.

Invoice printings from Site Office & Online Booking

Business Value Realized by Customer:

Now, everything is available in one platform – Online bookings, Marketing office activities, Site office activities, Inventory management & MIS reporting. Created simple interface for internal users to quickly make the different bookings. This resulted into faster turn-around, increased productivity of users. The system is Mobile enabled, helped in better accessibility and improved customer experience. All the tax calculations and invoice printing were implemented as per GST norms. Implemented real time analytics, helped management to take more informative decisions.

Customer is happy with the new system, leaving us as a proud implementation partner ☺

Building a Custom Application on force.com platform using Field Service Lightning (FSL)

Our Customer:

Pod Point is UK's leading provider of charging infrastructure for electric vehicles, based in London, England. It provides charging units for home, business and public use. Since forming in 2009, Pod Point is one of UK’s largest public networks, connecting EV drivers with hundreds of charging stations nationwide at locations such as Sainsbury’s and Southern Rail. Pod Point operates the Open Charge network which aims to offer a charge point everywhere Drivers Park for an hour or more. The Open Charge network is accessible via the Pod Point Smartphone app.

Through the network of home, workplace and public charging points Pod Point have already powered over 44 million miles of EV motoring.

What bothered them:

Pod Point has over 40,000 charging points and they needed a way to provide support to this huge network. Earlier, they were using a simple app, which was not fully satisfying their growing business needs. The app didn’t have the required capability to manage the field service resource status and customer’s feedback on provided services. Managing this entire operation manually, was time consuming. To provide support to this large network, they wanted a well-managed and time saving system to track their service resources on the field from the app.

What we did:

We provided them with Salesforce Field Service Lightning (FSL) system using force.com platform. FSL has the capability to automate the end to end process to handle a customer complaint for field service, assign an engineer, schedule work, capture feedback and reporting. We took great endeavor to gain thorough understanding of customer’s business processes; this helped us to map these processes appropriately to standard FSL processes wherever possible, and customize FSL in most optimized manner, whenever required. This was key to a successful implementation. Support Agent can set operating hours, skill sets, and standard appointment requirements unique to the organization.

The dispatcher can optimize scheduling according to the organization’s work rules and scheduling policies. She can see a bird’s-eye view of appointment lists, scheduling actions, a resource availability chart, and an interactive map in the dispatcher console. The field engineer can view and edit their appointment schedule and he can check on work orders, reach contacts, and verify addresses.

Business Value Realized by Customer:

The team of field engineers now have real time access to their work stack, knowledge database, and Realtime inventory status, right from their mobile device while at the customer site or on the move. They also have the ability to submit the site visit report from their mobiles. This has resulted into enormous improvement of employee productivity and customer satisfaction. When the Support Agent Schedules Work Order, the Customer gets an email to confirm about the timing. At the same time, the support engineer is also notified. This resulted in better coordination between Pod Point and their customers, and increased CSR rating manifold.

Building a CRM application for a Hotel Reservation System

Our Customer:

Our client is UK’s biggest and independent hotel and conference booking system which offers best and secure deals to their clients. They offer a complete and personalized service for finding accommodation and venues for business meetings and events around the world. They have developed a first-class travel, meetings & event management service that is custom-made to each client’s objectives, needs and culture. Technology combined with personal experience is the aim of their business.

Over the last 20 years, they have been admired and have gained respect by companies across Britain.

What bothered them:

With bookings from all over the world, our client needed an automated finance process to handle bookings across various domains that would help them increase efficiency, have consolidated data for reporting which would enable them to have the highlights of all the processes

What we did:

• We provided them with an end to end automated process of creation of invoices and claims along with the line items for each guest on confirmation of the bookings

  Fig: Commission Claims and Supplier Invoices

  


• Uploading of all Guests and Delegates on a button click from excel for meetings/events/conferences and automated further process of handling each guest separately which was earlier done manually through excel.

  Fig: Uploading of guests for various Events

  


• Functionality to create multiple records for any booking with expected date values on button click thus saving time in creation of records with manual entries.

  Fig: Clone line items

  


• A Visualforce Page to display all the Meetings related data at a glance with inline edit, cloning and delete functionality all at one place

  Fig: Meeting & Events Booking Data

  


• A view of dashboards highlighting status for all the bookings

  Fig: Dashboards reflecting status of bookings

  

Business Value Realized by Customer:

• The team can now effectively import data of multiple guests to related bookings. The syncing process between all line items has resulted in producing accurate data across entire system. This resulted in an enormous improvement of employee productivity and satisfaction.
• The Reports and Dashboards has helped in highlighting the bottlenecks of the system enabling them to focus on the improvements areas.

Marketing Cloud Implementation for a Trading Company in Europe

The Company:

This company offers more than 100 financial instruments for trading, with one of the market’s best order executions and super-tight spreads for the main currency pairs. They offer services in 28 countries and offer client support 24/7. By December 2019, their? monthly trading volume reached 350 billion USD and active traders around the world surpassed 50,000.

Problem statement:

Automation Rules using SQL Query to create different Data Tables to use it in Journeys.

We helped in:

• Marketing Cloud Setup and Configuration
• Creation of Cloud pages
• Setting up Marketing Cloud Connect
• Contact builder and attribute configuration
• Customization of pages using AMP script
• Email Studio Setup
• Created Journeys
• Worked on lead Scoring in Marketing Cloud.
• Syncing Salesforce object with Marketing Cloud.
• Setting Automation Rules.
• Setup Data Extension, RMM (Reply Mail Management), Brand Builder in Marketing Cloud.
• Social Studio and Advertisement studio setup And Connector established.

Results:

• Worked on Setting up Email Studios, Journey Builder, Data Extensions, Reply Mail Management and Automations.
• The Leads get added to Campaign send Email on Day 1, Day 5, Day 15.
• The file gets drop on FTP server add it to the Data Extensions.

Marketing Cloud Admin Setup for a real estate company in USA

What they do:

A private real estate investment firm focused on investments in multifamily, student-housing, retail, and office assets throughout the United States.

Problem statement:

To support ongoing development into more locations, the company planned to launch a series of email marketing campaigns. However, its old marketing platform could not handle large-scale data collection and analysis. Managers knew that Salesforce could gather and organize customer information for the widespread recruiting push.They needed a certified Salesforce partner that could build new marketing and operations systems in a short time frame.

Technology:

Sales Cloud, Marketing Cloud

What we did:

• Migrated the company’s database onto Sales Cloud, to replace the third-party Salesforce operations system.
• Creating sender profiles & delivery profiles for email blasts.
• Setup of RMM (Reply Mail Management)
• Rectifying several Spam Complaints & Inbox Optimizations
• Creating dynamic mailers for marketing cloud sends.
• Setting up users in Marketing cloud with appropriate permissions and assigning roles to them.
• Setting up of AB testing environments in the Org.
• Created standard, filtered and random data extensions, suppression rules etc.
• Uploading data in the data extensions with appropriate filters.
• Setting up of FTP for large file transfer.
• Setting up custom reports based on the emails sent.
• Setting up of filtered list etc to segregate data for different campaigns.

Results:

• Integrated solution to different users need to use only one system to get the complete picture of the customer.
• Improved efficiencies and reduced errors through automation of campaign management.
• A consistent and personalized experience for the customers regardless of the channel.
• Not only does the marketing team have richer data to draw on, but the operations team can also save time with less data entry.

Marketo to Pardot Migration and Pardot setup for a Leading Media company

What they did:

A media company with a focus on features and information about private wealth management, charities, private clients and wealthy lifestyles. The company publishes Weekly (e-mail), Leaders List (annual print and online), IFC Top 200 Power Women (annual print) and Brand Management and Reputation Leaders (annual print) as well as news and features on their website.

Business Challenges:

Below are the main business challenges that our client had:

• Too much of invalid prospects and duplicated data present, need cleaning and checking “NeverBounce” to eliminate invalid email addresses.
• Integration with Salesforce is not seamless.
• Existing email templates designs were very old fashion. Need new style & UX effects.
• Reporting on the ROI of each campaign.
• Unifying their global marketing efforts.

What we did:

• Uploaded the Prospects in the Database and creating various Segmentations according to the client need by export data in batches from Marketo.
• Have setup custom functionality like “Mailable Prospects” functionality in Salesforce. Which will trigger the Lead/Contact records to be Mailable Prospects in Pardot.
• Recreate email templates in Pardot by copying email contents from Marketo into Pardot.
• Setup the Marketo automations in Pardot using Pardot’s engagement studio – Rules, Actions, Triggers.
• Created customised responsive landing pages in Pardot, referring Marketo landing pages.
• Created Pardot campaigns, drip programs, dynamic lists, custom redirects, email templates, scoring emails Design, build and execute marketing campaigns in Pardot.
• Migrated files (contents, images) from Marketo’s design studio into Pardot.
• Handling Pardot Fundamental blocks (Emails, Forms, Landing Pages, Segmentation, Campaign Canvas) Manage implementation, testing, execution and reporting on Pardot-based campaigns for lead management.
• Manage e-mail campaign strategies, templates, content, lists and creatives.
• Adding the Digital Assets to Pardot & creation of Digital content from them.
• Assignment of the prospects which have successfully completed the Drip sequence to Sales team & start the process again for new Prospects.
• Setting up of Tracker Domains, Email Sending Domains, Ip Warming for emails.
• Created a sequence of Drip-Nurture programs to Nurture a Prospect based on his/her Product Interest. After we have identified the Product of Interest for a prospect, Handoff to the Sales Team.
• Setup of Custom Link Redirects with completion actions, Dynamic lists & List Emails.
• Imbedding of the Pardot Forms & Landing Pages onto client’s website which was created on Joomla Platform.

Results:

• Successfully migrated from Marketo to Pardot with Zero Data Loss.
• Increased their Webinar Registrations by 73%.
• Improved their Email Performance by 24%.
• Seamless sync of prospects with Salesforce.

Pardot Implementation - Drone Manufacturer in US

What they Do:

Manufacturer and supplier of high spec, state of the art drones to companies around the world to provide cost effective and innovative business solutions across all sectors.

What they wanted:

• Lead Tracking

  They wanted to track the source of the lead where they came from, with reports so as to do detail analysis on Lead Sources.

• Lead Revenue

  They wanted to track the total revenue generated from various sources like Google AdWords to be seen in Pardot.

• Lead Automation

  They wanted to automate the qualification of lead/prospects based on some criteria such as lead score goes above >100 , then it will be pushed to salesforce.

• Lead Import

  They wanted to import 55k lead data to Pardot from that their activities shall be tracked and only the lead which are qualified will be pushed to salesforce

What we did:

• Lead Tracking

  We implemented this through the UTM Tags which is a Google Analytics toolkit We did the Google Analytics connection with Pardot using Pardot connectors and modified the web-to-lead to lead link to capture Source, Campaign and other data.

  
  

  They also wanted reporting on the lead source below is the output report

  
  
• Lead Revenue

  We implemented this through the Google AdWords Connector available in Pardot. For this we need Google AdWords Account and the Verification is to be done using Unique Verification Key which is to be added in Pardot.

• Lead Automation

  For this we created some automation rules using Pardot’s Automation Rule feature wherein we created various rule such as Monitoring the Leads score if it reaches the threshold the lead is marked as qualified, assigning the leads based on their Grades.

• Lead Import

  For this they had given us a file with Lead data. We first cleansed the data to ensure no wrong data goes into the records and Imported to the Pardot. In Pardot the email Id is the unique field

Results:

• They deal with business customers who are buying very high value products from them. The selling cycle is long and it is important to capture and anlyze every relevant activity of the customer during sales cycle. Pardot is the right fit for this purpose, if implemented right.
• Aress took every effort to understand this need to the deepest level and did the right implementation, which enabled them to track each and every leads movements and analyze them for leverage. This helped them to increase lead conversion by 20 -30%.
• Also, they had much more granualr view of the revenue generation capability of each lead individually and prioritize them accordingly. The lead process was automated to a great extent, in alignment with specific business process.
• These last two improvements helped to optimize their selling overhead cost.