Salesforce Customer Success Platform

As the Salesforce Customer Success platform continues to grow and innovate, Gauri offers a range
of services on this platform including CRM implementation services, product engineering and support services. 

Salesforce

Salesforce has disrupted the CRM space with the advent of an easy to use, Cloud-based solution. Coupled with the strength of their Force.com platform, Salesforce has been making great strides in providing a scalable, resilient and simple to use Cloud-based CRM platform.

Gauri has been building our Salesforce capabilities such as consulting, implementation services and extensions development. Additionally, we are also developing products on the Force.com platform. Our recent partnership with Eternus solutions and joint go-to-market in the EMEA region means that we now have one of the largest and most experienced Salesforce teams in the world; delivering a wide range of solutions and extensions.

Salesforce Sales Cloud

With Salesforce Sales Cloud, you can now grow your customer base faster and easier, from anywhere on any device, using best-in-class tools and automation. Key features are:

  • Account and Contract Management
  • Opportunity Management
  • Sales Collaboration
  • Sales Performance Management
  • Lead Management
  • Sales Data and Analytics
  • Productivity Tools
  • Mobile-friendly
  • Workflow and approvals
  • File Sync and Share

We are CRM specialists. Give us a call and let us showcase our credentials, experience and how we can help your CRM adoption in your organisation more effectively and efficiently.

Salesforce Sales Cloud - Product Datasheet

Download complete feature guide from Salesforce on Sales Cloud.

Salesforce Marketing Cloud

With Salesforce, marketing becomes smarter, as we focus on one-to-one customer journey helping you improve every customer interaction. Key differentiator with Salesforce is customer experience continuity, where all interactions remain connected and unified. Features of Salesforce Marketing Cloud are:

  • Guide customers from awareness to advocacy
  • Improve productivity with smart marketing decisions
  • Multi-channel support, on any device
  • Unified and integrated platform (i.e. Sales, Service and Marketing)

Salesforce Sales, Service and Marketing provide a truly integrated set of tools like no other. Give us a call and let us walkthrough Salesforce Marketing Cloud and how it can help your marketing team across your marketing and sales life-cycle.

Salesforce Marketing Cloud - Product Datasheet

Download complete feature guide from Salesforce on Marketing Cloud.

Salesforce Service Cloud

Salesforce Service Cloud is a modern intelligent customer-centric solution; enhancing the service experience by allowing faster than ever resolution of customer issues in an extremely personalised way.

Powered by Gauri, Service Cloud gives your business data the ultimate representation. Delivering better management of customer information and enabling it to handle issues more effectively.

With AI built right into the framework, benefit from the solution’s capability; gaining smarter insights of your business data.

This exceptional solution delivers:

  • Personalised care – providing customer information on the fly
  • Diversity of channels for case handling & support
  • Centralised console for multi-case administration at once & faster resolution
  • Hawk eye view of your agents’ availability via the Supervisor Console
  • Field Service execution on your fingertips via mobility
  • Extensive knowledge base for customer self-service via communities
  • Integration with back-office applications
  • Comprehensive real-time reporting & analytics etc.

Our years of experience and expertise in CRM provides us with an in-depth understanding of the essentials of a blossoming approach for customer satisfaction and retention.

Putting our customers first, we understand the importance of delivering an effective service. Contact us for a personalised demo designed specific to your industry and discover how you can benefit from the full potential of our solutions.

Blog: Oncoming era of clouds

A handful of years ago came a furious wind that swayed away the traditional ways of doing business. With it, it brought a giant cloud that marked its territory in the vast sky. The cloud was Salesforce.

Solution Features

Omni-Channel Ecosystem
  • Pushing the right work to the right agent in real-time
  • Agents don’t pick work arbitrarily – ensuring full productivity and time utilisation
  • Capacity settings to prevent agents from being handed too much work
  • Multi-channel support – Live Agent Chat, Email-to-Case, Web-to-Case, Social Posts, Text messaging, Knowledge Articles, Video chat support etc.
  • Omni APIs for External Routing Integration
  • Sits within Service Console (in Lightning)
Service Console
  • Handling multiple cases on one screen view
  • Instant access to a 360-degree view of the customer for personalised care
  • Prioritisation of cases for faster resolution
  • Integration with Live Agent, Salesforce Knowledgebase & CTI
  • Separate workspace for supervisors (managers) to monitor agents’ current status, availability and capacity in real-time
  • Responsive customised layout
Field Service Lightning
  • Offline-friendly
  • Mobility with Salesforce1 app on iOS and Android
  • Track service delivery in real-time
  • Monitoring of technicians on the field via Dispatcher Console

Field Service Lightning

Social Customer Service
  • Social media channel (Facebook/Twitter) integration for creating cases
  • Active engagement with customers on a channel of their choice
  • Listen and respond to cases from all channels at one centralised place
  • Contextual responses based on key customer information
Self-Service Communities
  • A centralised place to find answers and solve cases even quicker by yourself
  • Customisable branding to the respective community
  • Contribute to the community by raising visibility to issues and their resolution
  • High case deflection from agents’ bucket
Service Wave Analytics
  • Comprehensive reporting based on real-time business data
  • Analytics tool for customised and intelligent dashboards
  • Visibility of critical KPIs in one place
  • Integrated in Service Console

Our Salesforce Capabilities

Business Consulting

  • Process Gap Analysis
  • CRM Roadmap and Consulting
  • Solution Architecture
  • Apps Rationalization
  • Integration Architecture and Tools Recommendation
  • 3rd party Product and Tools Evaluation
  • End-user Training Recommendations

Product Engineering

  • Lightning-ready Apps
  • Products and Apps on Salesforce 1
  • AppExchange Products
  • Domain Specific Products
  • Mobility Solutions
  • Social Collaboration Solutions
  • Product Packaging and Deployment
  • Product Maintenance & Support

Implementation and Integration

  • Custom Lightning Components
  • UI/UX using LDS
  • Implementation: Sales Cloud, Service Cloud, Communities, Field Services Lightning, Marketing Cloud
  • Custom Application Development, Configuration and Customization
  • Enterprise Data and Systems Integration

Support & Data Migration

  • Migration to Lightning Experience
  • Administration
  • Application Maintenance
  • Ongoing Enhancements
  • Data Import, Export and Cleansing
  • Data Integration and Backup Tools
  • Migration Strategy, Planning, Consulting & Execution

CPQ Services

  • Configuration: Products, Pricing, Quote Templates
  • Advanced Approvals
  • Plugins: QCP, PSP
  • CPQ Migration
  • Billing and Taxation
  • Revenue Management
  • Payments and Refunds
  • Amendments and Renewals
  • DocusignConfiguration

Ask a question

Every business is unique, we understand that. We have delivered a number of successful integrations involving complex scenarios and business processes.

If you are looking for anything specific for your business, please feel free to contact us and we will be in touch with you as soon as we can.

CASE STUDY

An international organisation with a mission to mobilise a global community of emerging leaders to build the movement for health equity and health equality for all.

CASE STUDY

Marketing cloud implementation for a building material retail organisation in the NZ to improve the sales, customer responses and satisfaction.

CASE STUDY

US based company that provides a suite of financial services tools to casinos that enable secure transactions, streamlined card processing and thwart money-laundering threats.

CASE STUDY

UAE’s leading real estate group, delivering luxury residential, commercial and leisure properties needed a state of the art service request management system.

Transform the customer experience with connected field service from Salesforce.

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