Hakalix
Industry
Customer Service
Project
Salesforce
Platform
Web
Technology Used
- Salesforce
- Apex
- Visualforce
- Javascript Display Libraries
- Triggers
- SOQL
- SOSL
- Salesforce Sites
- Batch Processing
- Scheduled Classes Web Service Integration
- HTML
- CSS
- jQuery
- Bootstrap
- SendGrid Mailing API
Client Overview
Regardless of the scale of your business, customer service needs to be the epicentre of your business model. California-based Hakalix thrives to help businesses understand this and help them achieve the same by working on customer success management on the world's most popular CRM software, Salesforce.
What They Do
A California-based startup, working in customer success management on Salesforce. Provide customer success management solutions to enterprise product-based companies in the USA.
Problems Faced By Them
They had no effective and user-friendly application available on salesforce which would:
01
Help to define the customer success indicators.
02
Capture customer success indicators throughout the lifecycle of the product i.e. right from onboarding to renewals.
03
Capture, aggregate and utilize data for driving useful insights.
04
Define the workflow for designing rules and corresponding actions.
How We Helped Them Using Salesforce
After absorbing their requirements, we presented numerous innovative solutions to turn their vision into reality, wrapped in a Salesforce app that can:
-
Easily install, setup and configure apps into Salesforce customer's organisation considering the usability aspects. - Setup customer success indicators (CSI) and thresholds for comparison.
- Notifications alert.
- Include workflow engines to layout rules and actions required on them.
- Import data from external support systems.
- Track user activities and collect stats based on CSIs in various phases of the customer lifecycle i.e. onboarding, enablement, adoption, and renewal.
- Generate executive dashboards for decision making and taking corrective actions.
- Embedded charts and dashboards from Birst BI in the application
- Integrate Salesforce1 application.
- Outsource data for extracting analytics and then inducing back to the application using Birst BI.
Architecture
Hakalix, a Salesforce application developed by Ksolves, was able to:
Salesforce Ecosytem
Operation
Center
Workflow
Rule Engine
CSI
CSI
Dashboards
Reports
Salesforce Platform
Standard
Objects
Workflow
Rule Engine
CSI
CSI
Dashboards
Reports
Conclusion
Hakalix, a Salesforce application developed by Ksolves, was able to:
-
Automate customer’s success process - With its own survey process,it can gather users feedback and suggestions.
- Manage resources for customer success procedures automatically.
- Help the client in enhancing the customer experience.
Business Benefits
The Hakalix Salesforce app helps in:
Saving time and resources
Defining workflow
Importing data with ease
Tracking customer activities
Collecting customer statistics
Real-time account health using CSI