Hakalix Case Study

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:

Help to define the customer success indicators.

Capture customer success indicators throughout the lifecycle of the product i.e. right from onboarding to renewals.

Capture, aggregate and utilize data for driving useful insights.

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.