Leaderspeak
Infoglen Delivery Excellence Handbook
Our Best Practices & Learnings in Ensuring Delivery Excellence
As the Delivery Manager at Infoglen, I’ve always believed in the power of clear, structured processes to drive excellence across teams. My 15+ years of experience in IT service management and delivery roles taught me that success isn’t just about meeting deadlines—it’s about fostering a culture of accountability, consistency, and collaboration. This vision ultimately led us to create the Infoglen Delivery Handbook, a comprehensive guide that would serve as a cornerstone for our teams and future growth.
Our projects at Infoglen often involve complex Salesforce implementations and custom development. As our teams grew and projects expanded, it became clear that we needed a structured, unified approach to streamline how we handle delivery. With different teams using varied methodologies, we needed a single source of truth to ensure consistency across all stages—from requirements gathering to design, testing, and client support.
Reflecting on this journey, we realized that creating the Delivery Handbook was more than just documenting processes—it was about empowering teams to take ownership of their work and collaborate effectively, all while delivering value to our clients.
For me, this experience has reinforced the belief that good processes aren’t restrictive but instead provide the foundation for creativity, problem-solving, and ultimately, success.
As we continue to reach new milestones in delivering exceptional solutions to our clients, it’s critical to focus on the processes that fuels our success. This is where the Delivery Excellence Handbook becomes indispensable. More than just a set of guidelines, it’s the backbone of our project delivery, ensuring we uphold a high standard of excellence in all that we do.
The Delivery Excellence Handbook compiles key processes, tools, and best practices drawn from years of experience and success. It serves as a comprehensive guide for managing projects—from requirements gathering and coding standards to DevOps practices, testing, and post-deployment support.
.jpg)
Areeb Hashmi
Delivery Manager
What Does Delivery Excellence Mean?
Delivery excellence means exceeding client expectations while maintaining high quality, efficiency, and adherence to best practices. This is a collective effort that includes:
-
Understanding the Client’s Vision: Translating client needs into innovative Salesforce solutions.
-
Cross-Functional Collaboration: Bringing together expertise from diverse teams to deliver a seamless experience.
-
Process Optimization: Continuously refining our internal processes, ensuring projects are delivered on time and on budget.
-
Commitment to Quality: Thorough testing, adherence to agile methodologies, and prompt post-go-live support.
Critical to Our Growth
Adhering to the processes in the Delivery Excellence Handbook isn’t just about ensuring the success of individual projects—it’s about strengthening our reputation as a reliable Salesforce Gold partner. Consistently delivering high-quality solutions translates into trust, client retention, and ultimately, more opportunities for us all to grow.
As we look forward to another exciting quarter, I urge every one of you to take full advantage of the handbook. Make it part of your day-to-day work, revisit it often, and strive to incorporate its best practices into your projects.
Together, let’s continue delivering excellence!
Why is this Handbook so Relevant?
In a fast-paced, high-expectation environment, consistency in delivery is critical. The handbook ensures we are all on the same page, no matter the project or the client. It is vital that every team member, from developers and architects to quality analysts, understands and adheres to the practices outlined. It provides a clear framework for:
-
Gathering precise requirements,
-
Maintaining coding standards and peer reviews,
-
Managing deployments efficiently with DevOps policies, and
-
Ensuring thorough testing for system reliability.
Welcome Aboard
Chandan Prusty
COE Lead,
Bangalore
Your Favorite Quote: “In love, in music, and in life, simplicity is the true complexity, and passion is the greatest competition.”
If you write a book on your life, what would be the title:
Notes of a Dreamer
What are you looking forward to at Infoglen:
A work environment that encourages innovation and thinking outside the box, much like how music allows for creative expression. I also want to share my learning with others.
David Appleman
Director of Sales,
San Jose
Your Favorite Quote: “You miss 100% of the shots you don’t take” –Wayne Gretzky”
If you write a book on your life, what would be the title:
Driven by Vision: Building Success Through Connection and Purpose.
What are you looking forward to at Infoglen:
What truly resonated with me about Infoglen is the company’s vision to create a better world for everyone connected to it. This vision was clearly reflected in all my conversations with the leadership team. I’m also genuinely excited by Infoglen’s commitment to delivering positive solutions and outcomes for its customers, helping them not just succeed but surpass their goals.
Mary Nderitu
Scrum Master,
US
Matthew Herold
Technical Program
Manager, US
Deepak Singh
Salesforce Developer,
Chandigarh
Infoglen Giving
Infoglen’s Reforestation Initiative in Hyderabad
Aamena Ahmad
Senior Content Analyst
On September 14th, the Hyderabad team took a significant step towards environmental sustainability by participating in a tree planting activity. We joined forces with the Marpu Foundation, a renowned sustainability-driven NGO, to embark on a meaningful tree planting initiative at a government school in Madhapur, Hyderabad.
Armed with shovels and a shared commitment to environmental conservation, we planted 22 trees, including a diverse range of native species. From towering shade trees to vibrant flowering plants, these saplings will not only beautify the school grounds but also contribute to the local ecosystem.
The experience was truly rewarding as we witnessed the tangible impact of our efforts. Together, we dug deep into the soil, ensuring each sapling was securely rooted in the earth. The activity was a testament to the dedication and enthusiasm of our team members, who generously gave up their time to make a positive difference.
The tree planting activity is part of Infoglen’s Reforestation Project that aims to restore the natural environments of forests and urban areas. As we look ahead, we are inspired to continue exploring opportunities to contribute to environmental sustainability and create a greener, healthier Hyderabad.
Infoglen team with Raghu, CEO of Marpu Foundation
A sense of fulfilment after planting 22 saplings
Our team member Khaleel planting with his daughter
Webinars
Dr. Amisha Mohatta
Image and Soft Skiils Trainer
Unlocking Happiness: The Inside Job
On 6th September, Infoglen organized a webinar on Unlocking Happiness : The Inside Job. The webinar was led by Dr. Amisha Mohatta, an image and soft skills trainer . The session topics included:
-
Happiness is Perception: Change your lens, change your life.
-
The True Cost of Happiness: What are you really paying?
-
Visualize Your Bliss: See it, feel it, live it.
-
Navigate Emotions: Harness both the positive and the negative.
Priya Chapehkar
Certified Yoga Expert
Elevate Your Day: Chair Yoga
On 13th September, Infoglen organized a webinar on Elevate Your Day: Chair Yoga. The webinar was led by Priya Chapehkar a certified yoga expert with 5+ years of experience. The session aimed to help participants:
-
Transform their workspace with Chair Yoga.
-
Learn gentle movements & breathwork for flexibility.
-
Reduce stress and boost energy.
Poll Power
How familiar are you with ChatGPT's applications in boosting customer experience?
The Poll Power section brings to you the results of polls conducted by Infoglen on LinkedIn, where active Salesforce and CRM community members weigh in on all kinds of topics related to Salesforce.
.png)
The Delighted Clients
Demonstrated solid knowledge of Salesforce:
Incredible Work Poorna!
Business Analyst - IT at Rapid7 expressed his appreciation for Poorna Chandra and recognized him as a valuable member of the team due to his strong Salesforce expertise and willingness to assist others.
While his technical skills are commendable, enhancing his collaboration and communication could further optimize project outcomes and alignment within the team.
Dreamforce 2024
Dreamforce 2024: A Celebration of Innovation & AI
Anam Alam
Associate Marketing
Manager
Dreamforce 2024 held in San Francisco from 17-19 September, proved to be the biggest AI event, showcasing the latest advancements in AI, data, and customer experience. This year's theme, "Humans and agents driving customer success together," resonated throughout the conference.
Key Highlights from Dreamforce 2024
-
Agentforce: Salesforce introduced Agentforce, a platform for building autonomous agents across departments. Powered by the Atlas Reasoning Engine, Agentforce promises smarter workflows and enhanced efficiency.
-
Data Cloud: The Data Cloud now features a zero-copy architecture, enabling faster data access and deeper insights.
-
Einstein Copilot: Salesforce's new AI assistant, Einstein Copilot, makes it easier for users to interact with their data using natural language.
-
Hyperforce EU: Salesforce expanded its Hyperforce infrastructure across Europe, offering enhanced security and data residency.
-
Slack GPT: Generative AI is now integrated into Slack, making team collaboration smarter and more efficient.
-
AI Trust Layer: Salesforce introduced a security-focused framework to ensure data safety and transparency in AI-driven processes.
-
Customer 360 Innovations: Deeper integration of Salesforce's CRM with Tableau, MuleSoft, and Slack creates a truly unified platform for businesses.
Our Experience at Dreamforce
At Infoglen, we were thrilled to attend Dreamforce 2024. Haroon Ahmad, Saba Ahmad, David Appleman, Sharaf Hoda, Gavin Reilly, Katie Caygill and Mustafa Arshad were at the event, exploring the latest innovations, networking with industry leaders and Salesforce SMEs, and gaining valuable insights into how AI can transform businesses. We are particularly excited about the potential of Agentforce and Einstein Copilot to revolutionize customer service and data management. As we move forward, we are committed to leveraging these advancements to deliver cutting-edge AI and Salesforce solutions to our clients.
The Infoglen team at
Dreamforce 2024
.jpg)
Dinner and catch up with clients after the event
Over 40,000 people attended the event in-person
From the Boardroom
Our COO Explores Differentiation Strategies
Our COO, Saba Ahmad, recently joined industry leaders at a thought-provoking roundtable discussion organized by the Ortus Club – Executive Knowledge Sharing group – and hosted by projectworks.io in Palo Alto. The event, titled "Elevating Software Services: Strategic Differentiation for Business Growth," focused on how software service providers can stand out in today's competitive landscape.
The discussion buzzed with innovative strategies, where experts explored:
-
Dynamic Pricing Models: Going beyond the one-size-fits-all approach by adapting pricing to project scope and client needs.
-
Creative Service Packaging: Building bundled service offerings that deliver even greater value to clients.
-
Strategic Staffing Decisions: Optimizing talent acquisition and development to ensure the best possible team is tackling every project.
The key takeaway: Success goes beyond simply offering the lowest price. By building strong, value-driven relationships with clients, software service providers can unlock significant growth potential. We are confident that the insights gained from this event will fuel further discussions within our company, allowing us to refine our approach and continue delivering exceptional service to our clients.
Saba Ahmad speaking at the round
table conference
From left to right: Omesh Sharma (CFO, Iron Systems), Senthil Palaniappan (Founder & CEO, Sennovate), Saba Ahmad (Co-Founder & COO, Infoglen), Marcelo Angel (Co-Founder & CEO, Hakuna)
Success Story
Automated Business Processes for Vision Management
About The Client
Vision Management is a US-based niche consulting firm specializing in software-as-a-service solutions across sectors like asset management, furniture fixes, and technology management. Confronted with operational bottlenecks due to outdated tools and practices, they embarked on a journey of digital transformation with Infoglen.
Problem
Limited Expertise: The firm had invested in Salesforce but lacked the requisite skill set to fully leverage its potential.
Disjointed Processes: The company primarily used tools like Microsoft Word, Excel, and Dropbox to operate their business processes resulting in uncoordinated processes and fragmented data.
Dependency on Individuals: Critical information, particularly regarding quotes and pricing, was centralized with a single decision maker. This over-reliance on one person was affecting their operational efficiency.
Solution
Phase 1: Laying the Foundation
In the initial phase of the transformation journey, Infoglen focused on setting up Salesforce to handle fundamental functionalities such as lead management and campaign tracking. Key steps taken during this phase included:
Lead Management: Transfering the company's Microsoft word and excel based lead management process to Salesforce. Infoglen also implemented various customizations to further enhance the lead management process including data centralization, improving search ability of leads, enabling access to leads and other critical data to respective teams etc. This led to implementing well informed sales strategies.
Campaign Management: Infoglen leveraged Salesforce campaigns to optimize the client’s lead management strategy. This implementation allowed us to segment the company's target leads with precision, track their engagement, and fine-tune their marketing efforts. As a result, they experienced a significant increase in lead conversion rates, eventually leading to greater ROI.
Phase 2: Standardization with CPQ
In the second phase, the focus shifted to further enhancing the system's capabilities with Salesforce CPQ. Key developments during this phase included:
Standardization of Quote Generation: Infoglen implemented predefined templates for quote creation, simplifying and standardizing the quotation process.
Digital Contract Signing: The company’s clients were given the ability to digitally sign contracts, which seamlessly converted into projects through integration with Docusign.
User Training and Adoption: Comprehensive Salesforce training was provided to the internal team, ensuring their increased proficiency in utilizing the technology effectively.
What's Cooking?
Tangy Potato Salad
Craving a potato salad with a Mediterranean twist? This zesty recipe combines the creamy goodness of traditional potato salad with the vibrant flavors of the Middle East.
Ingredients
Salad
-
1 kg baby potatoes, halved
-
1 cucumber, sliced into half moons
-
½ small red onion, minced
-
⅓ cup (43 g) dried apricots, chopped
-
¼ cup (4 g) fresh dill (soa), chopped
-
¼ cup (4 g) fresh parsley, chopped
-
2 lemon slices, minced
-
3 Tbsp (23 g) roasted unsalted pistachios, chopped
Dressing
-
¼ cup (60 mL) extra virgin olive oil
-
½ Tbsp (7 mL) maple syrup
-
1 tsp (3 g) ground turmeric
-
½ tsp ground cumin
-
¼ tsp salt, plus more to taste
Directions
-
Add the potatoes to a large pot of simmering salted water.
-
Bring the water to a boil, then reduce to a rapid simmer, cooking for 10 - 12 minutes until easily pierced with a fork. Then drain.
-
Meanwhile, mix the dressing ingredients in a large bowl.
-
Then, prepare the remaining salad ingredients (except for the pistachios) and add them to the large bowl as well.
-
When the potatoes are done cooking, let them cool off a little before adding them to the large bowl. Mix.
-
Sprinkle over the pistachios, and garnish with more fresh herbs on top if desired. Enjoy!
To share your favorite recipes with all Infogleners, send it to us at
Up Close & Personal with Jatin
Jatin Motiani, our Senior Salesforce Consultant from Ajmer, shared insights from his personal life
Jatin
IB: What is the sweetest memory from your childhood days?
JM: A favorite memory from my childhood is building forts with my friends out of blankets and cushions. We’d spend hours imagining adventures, feeling like we had our own little world hidden away. It was simple, but magical.
IB: What is your time management mantra?
JM: The time management mantra I follow is "plan, then adapt." I start with a structured plan for the day but stay flexible, adjusting when unexpected tasks arise without losing sight of my main goals.
IB: What is a hidden talent you have?
JM: Another hidden talent of mine is storytelling. I can weave together interesting narratives or anecdotes on the spot, which often makes conversations more engaging and memorable.
IB: If you could get a new skill in 10 minutes, what would it be?
JM: If I could gain a new skill in 10 minutes, it would be mastering the art of cooking. Being able to whip up delicious meals effortlessly would not only be enjoyable but also impress family and friends!
IB: What is your favourite pastime?
JM: Another favorite pastime of mine is hiking. Being in nature, exploring new trails, and enjoying the fresh air helps me recharge and appreciate the beauty around me.
IB: What if you had six months of paid vacation? Where would you travel?
JM: If I had six months of paid vacation, I would travel to South America. I’d explore the breathtaking landscapes of Patagonia, the rich history of Peru, and the vibrant culture of Brazil, experiencing everything from the Amazon rainforest to the Andes mountains.
IB: What are the kind of books you like to read or movies you like to watch?
JM: I love thrillers and dramas that keep me on the edge of my seat and provoke deep thought.
IB: What's the one thing you like about Infoglen?
JM: The one thing I love about Infoglen is the people I work with.
Celebrations
Birthdays
Ashok Sahu
3rd September
Sandeep Pasupuleti
6th September
Shripad Pulujkar
6th September
Santhosh Mandala
7th September
Rahul Dev
8th September
_jfif.jpg)
Anam Khan
9th September
Mustafa Arshad
11th September
Shrutika Aggarwal
20th September
Manish Singh
23rd September
Ayush Khandelwal
27th September
Laiba Sagheer
29th September
Gavin Reilly
27th September
Work Anniversaries
Sarita Nayak
1 Year
Ashok Sahu
1 Year
Ajinath Ghule
4 Years
Alok Mahto
4 Years
Saema Fareed
4 Years
Rohit Singh Salaria
3 Years
Kshitij Rodrigues
2 Years
Jatin Motiani
2 Years
.png)
Danish Hoda
3 Years
Gaurav Rawat
3 Years
Abhishek Kumar
1 Year
Hridesh Singh
3 Years
InfoQuiz September
Questions
How did Infoglen streamline digital contract signing for Vision Management?
Where did Infoglen plan trees in September, as part of its GreenGlen Reforestation Project?
What is the name of the new platform that Salesforce launched at Dreamforce 2024?
Please email your answers to: aamena@infoglen.com & shivangi@infoglen.com to win a PRIZE
Hint: Most answers can be found on our website.
Answers of August InfoQuiz
What was the business challenge Awana was facing that Infoglen helped resolve using Saleseforce CRMA?
Awana needed a comprehensive solution to integrate various data sources and provide actionable insights to improve its operations. Infoglen proposed implementing Salesforce's CRM Analytics (CRMA) to address Awana's needs.
Give one benefit of Salesforce Einstein Analytics?
Einstein Analytics uses advanced AI to handle vast amounts of data efficiently. This automation significantly reduces the time spent on manual data processing. For instance, companies that have implemented Einstein Analytics have reported a remarkable 30% reduction in time spent on manual data analysis tasks.
What is Shubham Tambi’s hidden talent?
Shubham’s hidden talent is stand-up comedy, but he only performs at small open mic events.
Winner of
August InfoQuiz
Pankaj Sachdeva
Editorial Board: Chief Editor - Fenil Shah; Editor - Aamena Ahmad;
Designer - Tarun Gupta & Roshan Kandari
We welcome your suggestions/ideas - aamena@infoglen.com
Infoglen LLC, 100 Century Center Court, Suite # 301, San Jose, CA, 95112
Email: contact@infoglen.com, Phone: +1 408 642 5329