The Jade Global team helped to deploy an out-of-the-box Salesforce.com Community for Harmonic’s self-service portal, retiring an overpaid legacy system, thus providing more adaptability over the Salesforce.com ecosystem

1. At the start of this engagement, Jade Global identified various business pains where
providing automated solutions would make Harmonic’s business processes easier and
more efficient. Jade Global identified the need to help Harmonic enhance its existing
platform through software download access, implementing Community Cloud, reducing
support tickets, revamping the security model, and simplifying M&A consolidation.
Harmonic already had an existing Community. Jade Global helped to enhance this
Community by developing custom logic to handle software downloads. Jade developed a
streamlined process for customers and new prospects to access software downloads
based upon respective SLAs with Harmonic and its resellers.
In addition, Harmonic was looking to retire its legacy portal and implement Salesforce.com
Communities to support one of its product groups.
Besides the Community enhancements and implementations, Harmonic had acquired a
company and needed M&A assistance. Jade Global helped to merge two disparate
Salesforce.com systems into one. Jade completed the project with the IT team 1 month
ahead of schedule and converted this challenging, multi-year project into a 3 month
go-live job.
Jade Global analyzed and revamped Harmonic’s complete Salesforce.com ecosystem
security model, making it more scalable and efficient.
Case Study
©2019 Jade Global Inc. All rights reserved
Telecommunications Company Lowers CRMTCO and Unifies
Business Processes with Consolidation of Salesforce Service
Cloud® and Improves Customer Experience with Community
Cloud
Products & Services
Client - Harmonic Inc.
Industry - Telecommunications
Harmonic Inc. is a worldwide leader in video delivery technology and services. It
designs, manufactures, and markets digital and fiber optic systems. The
company’s systems enable cable, satellite and wireless operators to deliver video,
internet and high-speed data services. Harmonic was founded in 1999 and is
headquartered in San Jose, California.
Business Requirements
Salesforce Customer Community Maturity
M&A Consolidation of 2 SFDC Instances, Service Integration Optimization
and SaaS Licensing Management
Security Model revamp
Project Scope, Improvements, and Enhancements
Development of a software download
process to provide customers with
access to viable folders associated with
specific SLAs and warranties
Out-of-the-box Salesforce Community
implementation within 1 month to allow
customers to gain self-service
Threshold value reduction for tracking IT
tickets
Generation of crucial data analysis
reports and data mapping, serving as a
base for merging of the 2 systems
Complete security model analysis and
revamp, purging unused profiles
About the Client
-Santhosh Kumar
VP IT Applications, Harmonic
I am very happy the Service
Consolidation project has been
launched successfully. The project in
addition to consolidating the two
Salesforce service applications has
merged much functionality from
different apps into Oracle UI to
simplify and improve business
processes in the service and logistics
modules as well as eliminate many
redundant applications.
“
“
-Phil Ireton
Sr. Planner, Harmonic
I would like to take this opportunity
to extend a big ‘Thank You’ to the IT
Tech team for their effort and hard
work in the design, development and
implementation of the project 1
month ahead of schedule.
“
“

2. Jade Global provides enterprise business application implementations, integrations, software product
engineering, Cloud services, technology advisory, testing, and managed services across diverse
industries. We are headquartered in San Jose, California with U.S. offices in Philadelphia and Los Angeles.
Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver
partner, Dell Boomi Certified System Integrator Partner and Microsoft Gold partner. We have additional
strategic partnerships with NetSuite and Zuora. Jade has been recognized as one of the fastest-growing
companies in North America by Inc. 5000 and was featured on the Fastest Growing Private Companies
list in the Silicon Valley Business Journal.
About Jade Global
www.jadeglobal.com | info@jadeglobal.com | 877-523-3448
©2019 Jade Global Inc. All rights reserved
Jade Global designed a rich user interface for Harmonic’s service users that automatically
provides customers with access to software downloads based on their purchased Assets
or Contract. This also automated termination and extensions for software download access
based on the SLAs and warranties. Additionally, Jade identified important analyses to help
Harmonic keep track of various systems providing software download access.
The Solution
During the M&A Consolidation, Jade Global created accurate reports and partnered with
Harmonic to monitor the deployment of the consolidated systems, resulting in powerful
analytics and business knowledge.
Business Benefits and Results
Previously, Harmonic had to manually assign accessibility to folders based upon SLAs and
warranty. In the past, they did not have an adequate way to handle customer support.
Harmonic was receiving calls for product support, which was an inefficient and ineffective
way for the company to deliver excellent customer experiences.
Preparing a Business Solution for Future Growth
Manually assign accessibility to folders
based upon SLAs and warranty
Merging two production orgs
Customer support
Business Challenges
The Benefits
Insightful, analytical reports for
Community to develop data for
customers accessing software
downloads
Capability for customers to receive Self
Service support
Lowered CRM TCO ($500k in licensing
cost savings per year)
Unified business processes
Improved customer experience
Support reduced IT blockers for business
users, helping Harmonic focus on the
business
Multiple systems retired during M&A
Consolidation
Automation of manual
workloads - Jade helped the SLA team
create an automated flow by linking
sold contracts with assets
Efficient and scalable security and
control
Additionally, for security purposes, Jade performed a complete analysis of existing profile,
helping Harmonic revamp its Salesforce.com profile model.
Jade also helped with M&A consolidation strategy and data migration activities. Custom
reports were created based upon Harmonic’s business needs for data analysis with
accurate figures from the data migration.
The Jade Global team helped to deploy an out-of-the-box Salesforce.com Community for
Harmonic’s self-service portal, retiring an overpaid legacy system, thus providing more
adaptability over the Salesforce.com ecosystem. This feat was accomplished within three
weeks, including data migration activities.
Jade Global developed a running Community with legacy data migration within three
weeks, in order improve Customer experience and business efficiency.
Overall, the complete Service and Communities Transformation helped Harmonic save
$500k in licensing costs per year. This TCO optimization along with consolidation has
unified business processes, increased customer success and improved customer
experience.
After Harmonic acquired another company, they were tasked with maintaining two separate
Production Instances. This was problematic since it required users to have multiple logins. It
also created data sync issues.