Marlabs Capabilities Overview: Salesforce.com Services

Marlabs Capabilities Overview
© 2016, Marlabs - Confidential
Contact@marlabs.com
+1 (732) 694 100
www.marlabs.com
Salesforce Services

2
• Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
2
Global Locations
Strategic PartnershipsAwards and Recognition Verticals Serviced
Overview
35%
22%
9%
23%
11%
Banking, Finance,
Insurance
Media &
Education
Transportation &
Logistics
Healthcare & Life
Sciences
Retail & Others

3
Global presence to drive speed and value
Key locations
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
Global Development Center & CoE Infopark, Kochi, India
• Centers of Excellence

4
Partners in our success
Customers
Media & Education
Banking, Financial Services,
Insurance
Healthcare & Life Sciences
Logistics & Hospitality Retail & others

6
The expertise driving our solutions and services
Centers of Excellence
• Improve legacy and proprietary
Integration with current
solutions/software
• Positive impact on usability and
architecture decisions among project
teams
• Increase overall user adoption
• Implement the best practices for the
development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project
requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets
and methods
Innovation
Architecture based on
cost/benefit analysis
Skills and Resources Alliance ecosystem
Microsoft
Java/ Open
Source
Digital Asset
Management
(DAM)
Testing
DW/BI &
Analytics
Mobile
Infrastructure,
Security & Cloud
UI/UX ERP/ CRM

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Client Project
Stakeholders
Customer Centric Blended Model
Client Engagement
Client Executive
Sponsor
Client Program
Manager
Client Project
Manager
Client
SME’s
IT &
Infrastructure
Marlabs
Executive
Sponsor
Marlabs Account
Manager
Business Analyst/
Lead Developer
Technical
Architect
IT &
Infrastructure
Programmer/
Analysts
Quality
Assurance
IT &
Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process
Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project
Management
Requirements/
Deliverables
Task Monitoring
& Control
Project Status
Issue Management
Work
Packages
Technical Specs
Project Lead /
Manager
Project Lead /
Manager

Center Of Excellence - Objectives
Salesforce.com
Accelerating Customer Success

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We offer end-to-end Salesforce services
• Business process modelling in
Salesforce
• Workflow management through
triggers, Workflow processes and
custom Apex modules.
• Setting up of Profiles and Users
• Data Setup/Upload
• Defining & Mapping Role
Hierarchy for Organization
• Defining OWD, Public Groups,
Sharing Rule
• Creating & deploying Templates
(Emails/ Letterheads)
• Creating & deploying workflows &
Approvals
• Creating & deploying Reports &
Dashboards
Salesforce.com Rollout Services
• Develop and customize Salesforce
solutions to suit the business
needs of clients
• Develop complex Salesforce
applications and also customize
and extend existing applications.
• Leverage Salesforce products
developed at Marlabs COE
• Evaluate products on the
Salesforce App exchange and
customize them.
• Leverage Salesforce Chatter and
its API to increase collaboration.
Custom Application Development Application Integration
Maintenance
• Comprehensive integration
solutions using ESB, ETL and
custom frameworks to fit the
overall client architecture
• Enterprise middleware based
integration solutions for
Salesforce using ESB (Enterprise
Service bus) tools like Tibco,
Mulesoft and WSO2.
• Custom integration frameworks
for Salesforce using SOAP and
REST based webservices.
• Data integration solutions for
Salesforce using ETL tools like
Informatica, Talend and Dell
Boomi.
• Well-defined approach for providing Salesforce maintenance services
• Effective support in an admin role by completely replacing client’s need for an
internal Salesforce admin
• Maintenance includes resolving open tasks, assessing usage, updating the
records regularly, taking back-ups, cleaning data, updating versions, auditing
users and licenses, examining logs, and analyzing the usage of fields.
• Continuous Salesforce maintenance services allow customers to focus on their
core business.

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Salesforce Customization, Custom Development & Integration
Customization Development
Integration
& Data Warehousing
Salesforce Objects
Custom Objects
Apps, Tabs, Layouts
Validation Rules
Workflows/Approvals
Reports, Dashboards
Analytical Snapshots
Roles, Profiles, Groups
OWD, Sharing Rules
Apex Sharing
Apex
Visualforce
Flash
JavaScript
AJAX
Database.com
Web Services API
Chatter API
Bulk Service API
Metadata API
External Databases
Data Warehousing
Reporting Services
Tools like Dell Boomi,
Mulesoft, Talend, WSO2
Batch Processing/ Schedulers
Force.com IDE/Force.com Setup Menu
Force.com Data Loader/Force.com Connecter
CastIRON/Informatica/Data Stage
Salesforce Administration/Change Control Management/Project Management
Subversion,CVS,GIT,ClearCase
Force.comMigrationTool/Deployment
Wizards
Sandboxes/Production
Our technology stack

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Salesforce Business Analysts
Technical
Leads/
Architects
Salesforce
Certified
Developers
Salesforce QA
Engineers
Salesforce
Certified
Administrators
Marlabs Salesforce Practice
Standards
Analysis & Design
App. Implementation
Change Management
Customizations
Data Loading
Rollouts
Tools & Best Practices
Code & Reviews
Training
Administration
Marlabs Delivery Team
Engagement Model

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•A100% native Salesforce solution that tracks tickets/cases after the ticket has been
resolved. The automated system send a automated message through email, SMS and/or
Phone call to the requester when the ticket is resolved in Salesforce.
•If the ticket is not resolved, the ticket is reopened and the requester is connected back to
support team to gather more information.
•An automated follow-up is also done 24 hours later to check if the customer is satisfied
with the outcome of the ticket.
•If satisfied, the customer is provided with an automated survey asking to rate the service
they received.
•The ticket follow-up information and the survey results are collated as part of the
Customer Service metrics Dashboard in Salesforce.
TicketNotify
• ,
•The Appdynamics plugin integrates the Appdynamics Application monitoring platform
with Salesforce and opens tickets for major events like server crash, application
slowness generated by Appdynamics.
•It also provides a dashboard with the server health on salesforce that can be used by
customer service agents to provide real time outage information to customers.
AppDynamics Integration
More Apps and Plugins
Salesforce

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• SlideShare is a Native Salesforce application that allows you to generate leads from your
PowerPoint presentations.
• When the customer responds to a call to action like the one shown below in the footer, he
is sent a copy of the presentation in real time.
• SlideShare is configured to capture the customer information and automatically create a
lead in Salesforce.
About SlideShare
• Embed the SlideShare contact number as a footer in the presentation you are making.
• Configure SlideShare in Salesforce to email the copy of the presentation with a welcome
message to the user.
• Customer sends a text message with his/her email address to the number shown.
• SlideShare will parse the email address and the pre configured email to the user.
• SlideShare will enter the customer information into Salesforce as a new lead.
How It Works
SlideShare (Lead Generation through Presentations)
Salesforce App

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• A SalesForce based customer portal built on Salesforce Communities that enables end
users access to data related to them as part of the Self-service portal.
• Users can directly open tickets with the company, track the progress of the tickets and also
access the Knowledgebase and FAQs to resolve common issues.
• The portal also provides end users the ability to see outstanding invoices, billing detail,
past case history and other information related to the customer account.
About Customer Portal
• The out of the box Communities solution provided by Salesforce was not robust and user
friendly. We suggested to go with a custom look and feel for the User Interface and utilize
the Salesforce Communities and Salesforce Platform backbone for functionality.
• For a comprehensive solution, customer related data from three different systems had to
be included. We suggested a java based integration solution that would bring the data into
Salesforce and then use them in the Portal. The data in Salesforce was available for use
with other projects too.
• Customer wanted a integrated solution that worked for Web and Mobile platforms. Due to
cost and schedule constraints, the mobile version was moved to a later phase, but the
design was done to accommodate mobile for the next phase.
How It Works, Challenges
Customer Portal
Salesforce App

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Salesforce App
Customer Portal (contd.)
About Customer Portal
• Project Length: Total 5 months -
 6 weeks Communities design, development
 8 weeks Custom Integration design, development.
 6 weeks: QA, Release management and other client specific processes.
• Team:
 6 people from Marlabs and 3 people from the client as below.
– Salesforce Developers: 2
– UI developer : 1
– Business Analyst: 1
– Java Developer: 2 for Custom Integration with three different systems.
 From the Client as below.
– Project Manager : 1
– QA tester/lead: 1
– Release management and deployment: 1

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Marlabs Case Study
A leading British-based electronics business specializing in light-emitting diode lighting for hazardous
locations wanted to streamline and measure the performance of various brands and sales teams.
Marlabs Role:
• Requirements Analysis
• Application Customization to map the business processes
• Rollout/ Setup Activities
• Customization Activities
• Data Loading
• End User/ Administrator Training
• Administration & Support.
Benefits
• Streamlined sales and marketing activities across the board improved visibility
• Instant availability of data on daily sales, targets, expenses
• improved sales productivity and efficiency of operations.

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Marlabs Case Study
New York City-based company that provides a platform specializing in real-time online advertising
wanted SFDC administrative services.
Marlabs Role:
• Perform basic, mid and high level daily administration of SFDC.
• Create and maintain custom objects
• Continuously monitor data integration t ensure data integrity and quality
• Create and maintain reports and dashboards
• Fields and page layouts
• Manage mass imports and exports of data
• User account maintenance (roles & profiles)
• Support internal staff with administrative and general usage reports & trouble issues
• Manage operational requests such as creating workflow, rules, validations, field creations,
escalation-policies, auto-assignments etc. and implement required functionality
Benefits
• Streamlined sales and marketing activities across the board improved visibility
• Instant availability of data on daily sales, targets, expenses

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Marlabs Case Study
Largest multinational publishing and education company in the world wanted to have a unified view of
their customers at all points of time and across all stages to be rolled out for their North America, India,
China, Brazil, South Africa offices.
Marlabs Role:
• Implemented Salesforce.com CRM for Sales, Marketing, Service Fulfillment & Service Operations.
Our approach was aimed towards streamlining the schools’ databases and setting up processes to
handle multiple business verticals and product lines within the same system. Client can also access
Salesforce.com from their mobile devices for their planning and execution of day to day activities as
well as make informed decisions.
Benefits
• Provided an unified view of their customers at all points of time and across all stages.
• Enabled their internal sales and service teams to perform their duties better, thereby improving
productivity.
• Single source of information for all business verticals.
• Decision making using visual representation of sales foot print across North America.

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Marlabs Case Study
Leading conglomerate company headquartered in India wanted a mobile & cloud based real-time
information access to effectively plan, execute, analyze activity/visits and campaign management.
Marlabs Role:
• We recommended a Perfect-call Resulting In Driving Excellence (PRIDE), a Salesforce integrated
automation system. Developed a mobile app that captures all the information from an outlet visit
with rich UI/UX and branding; this enables a simple and powerful system for the field force. The
management and analytics team take control of this data so as to make it more actionable and
meaningful decisions.
Benefits
• Single application for capturing all information related to sales and marketing.
• Targeted and specific campaigns, visibility and promotions.
• Better tracking of campaign management/market development activities.
• Improved follow-up process and hence, satisfied customers.
• Clear visibility in revenue pipeline, leading to better predictability in revenue forecasting.

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Requirement
Integration of Salesforce with the
existing data warehouse.
Solution
Provided the customer with
tactical and strategic design
options to move data into the
data warehouse for
comprehensive reporting.
The options included a quick
solution using Talend to move
data into staging tables and use it
for reporting and analytics.
The strategic solution included
Talend for batch update of data
and enrichment modules
that allowed standardization,
cleansing, and deduplication of
data. It also provided an API
based access to data in the date
warehouse for transactional
applications.
Integration case studies
Finance system integration
Data warehouse integration
with Salesforce
Single sign-on solutions
Requirement
Seamless single sign-on
experience for the customer
from custom portal site to
Salesforce communities.
Solution
SAML enabled the custom
application by integrating with
Shibboleth identity server and
created a custom authentication
module to handle the
authentication and authorization
of the customers.
The custom module was also
designed to handle the self
registration and license
management for Salesforce
communities.
Requirement
Two way Integration of financial
system with Salesforce.
Solution
Designed a robust integration
solution for pushing and pulling
data from Salesforce in real-time
using WS02 and SOAP/REST
based Web services.
The system exposed a custom
REST based API that allowed
other internal applications to
access real-time financial data
and Salesforce data.

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Standing apart in the marketplace
Value Proposition
Delivery
Excellence
Domain
Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• Centers of Excellence (CoEs) for technology proficiency
• Best in class technology and security infrastructure
Customer
Centricity
Investment In
Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended
engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s
unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher
Customer
Satisfaction
Excelling
Employees
Project
Certainty
Highest ROI
and Value

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Contact Us
2
USA
New Jersey
Marlabs Inc. (Global Headquarters)
One Corporate Place South, Floor 3,
Piscataway NJ 08854 - 6116
Tel: +1 (732) 694 1000
Fax: +1 (732) 465 0100
Email: contact@marlabs.com
India
Bangalore
Marlabs Software (P) Ltd.
Bagmane World Technology Center,
14th Floor, Citrine Block - 4,
Marathahalli Outer Ring Road, Mahadevapura,
Bangalore – 560 048
Tel: +91 (80) 67229400/700
Canada
Marlabs Canada Incorporated
1235, Bay Street, Suite 400
Toronto Ontario M5R 3K4
Tel: +1 (416) 934 5005
Mysore
# 462, A & B Block, Udayaravi Road,
Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4000200
# 469, A & B Block,
Udayaravi Road, Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4191450
Mexico
Marlabs Technology Services
Av. Patriotismo 229 Piso 8
Col. San Pedro de los Pinos
Mexico, D. F. C. P. 03800
Tel: +1 (732) 694 1000 ext.6011
Kochi
"Athulya", 2nd Floor, Infopark
Kusumagiri P.O. Kakkanad
Kochi - 682 030
Trans Asian Corporate Park,
XIV/396-C, Seaport Airport Road,
Chittethukara,Kakkanad
Kochi - 682 037
Ph: +91 (484) 6062885/886

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