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The Customer’s Business Is Our Business

Understanding the customer’s business for shared success

Hello Infogleners,

Wish you all a very Happy New Year! Though the year has already taken off, a  brand new chapter of 2024 stretches before us, brimming with possibilities. As we navigate these next months, let's embrace the spirit of renewal.

Let's approach each challenge with fresh eyes and boundless energy. It's our collective drive and collaborative spirit that will propel us to even greater heights. So, with a renewed sense of optimism and shared purpose, let's charge into the remaining months of 2024! Onward and upward.

The topic I want to talk about is how we can be more effective and valuable as consultants to our clients.

Technology is a powerful tool, but its true impact lies not in the  lines of code or server racks, but in its ability to empower human ambitions. As Salesforce consultants, we don't just build systems; we build bridges connecting technology to the heart of our customers' businesses.

So, what does that mean in practice? It means pushing past the "what" and digging into the "why." What drives our customers? What are their ultimate goals, their long-term aspirations? It's not enough to understand their Salesforce instance; we need to understand their journey, their struggles, and their dreams.

At a very high level, most customers are trying to do, one or more of the below:

  • Grow their revenue

  • Make their customer happier 

  • Introduce new products and offerings

  • Sell to newer geographies / areas

  • Grow their profits / bottom line.

  • Make the employees happier

  • Build a Partner Ecosystem (many companies sell through channels / partners)

  • Improve the quality of their current products & services

  • Bring efficiency in the company and streamline its operations

  • Make it easier for customers to do business with the company

Also, our customer could have the following challenges, that we need to understand:

  • They have budget limitations in spending on Salesforce

  • They revenue has stagnated

  • Their stock price is not doing well (if they’re a public company)

  • They are not able to bring new products/services in the market fast enough

It's crucial to recognize that technology isn't the answer to everything. It's the catalyst, the enabler.  We are not just a technology consulting company, but have to also act as - a management Consulting company. We have to first understand our customer's main problem. We have to make the effort to build relationships with our customers at multiple levels over time, and try to understand the big picture from different levels. Sometimes this might mean taking the help of Account Managers, and Infoglen Leaders, but the results will be worth the effort.

Only after we’ve understood the key business drivers of our customers, can we design the right systems for them. Otherwise, we’ll build systems which are not thought through properly, and fall short of business needs and expectations. In those cases we often see low adoption of the systems we built, and wonder why our customers are not using them, or not funding the projects properly.

This is where our delivery and project leads can play a vital role. They can be the trusted advisors, and understand that low adoption rates don't stem from bad systems; they stem from solutions that miss the mark, failing to address the true needs of the business.

"We are not just a technology consulting company, but have to also act as - a management consulting company"


Building lasting relationships means earning respect, and that respect comes from understanding the nuances of our clients’ business as intimately as they do. This is why domain knowledge becomes an invaluable asset. We must constantly ask ourselves: Are we just Salesforce experts, or do we also know our customers' domains? Are we also healthcare or financial services specialists? By immersing ourselves in our customers' worlds, learning their language, and anticipating their challenges, we become more than consultants; we become partners in their success.

Let's embrace this shift in mindset. Let's move beyond just writing the code and build bridges that connect our expertise to the heart of our customers' businesses.

In conclusion, our commitment to understanding the customer’s business is the cornerstone of our customer success philosophy. By prioritizing active listening, building relationships, and fostering domain expertise, we ensure that technology becomes not just a tool, but a powerful ally in our customer’s journey to success.

Haroon Ahmad

Co-Founder & CEO

Welcome Aboard


Shahid Shaikh

Inside Sales Associate, Mumbai


Your Favorite Quote: “Your strongest muscle and worst enemy is your mind, train it well.”


If you write a book on your life, what would be the title:



What are you looking forward to at Infoglen: 

I look forward to giving my best with all my capabilities, strength and dedication and treat Infoglen as my own organization.


Joshua Mooney

Consultant, Bend (Oregon, USA)

Josh is a Salesforce architect and ex-Googler who has joined us as a consultant leading the Awana project.

An industry veteran with over 15 years of experience in strategy, product, customer success, and technology.


Josh has ramped product for multiple startups and big tech companies in the health, connected home, and green energy arenas.

From Crest to the Core

Our Priority is Our People


Aamena Ahmad

Welcome to a blog series, where we will embark on a journey to revisit and dig deep into our nine core values, that together act as a source of energy and light, driving us towards success. To understand what makes us who we are, we will start at the core of the core: our talented team.

The first of our nine core values focuses on ‘Talent’. And we describe this focus not just as a value but also our core strength. At Infoglen, it’s always been about the people, and always will be. Amid the detailed calls to gather requirements, the workflow and code generation, the thorough tests before deployment, the follow-ups with clients, the quick calls and long brainstorming sessions, the aha-moments, and the we’re-onto-something moments, we know that it’s the people – in the limelight and behind the scenes – who make Infoglen what it is.


And so, let’s talk about our first core value:


Talent: Our Core Strength

“Attracting, developing & retaining the best talent with an intrapreneur mindset.”

We look for and invest in people who are:

  • Excellent at what they do: Have deep and exceptional expertise in their area of work or showcase the potential to develop it, while striving to get better in their pursuit of excellence

  • Entrepreneurial: Not just following orders or checking off boxes but improvising, maximizing resources and problem solving, irrespective of the task at hand

  • Innovative: Are on the lookout for opportunities to experiment and create with the objective of bringing about transformation and change, irrespective of the scale or size of the change




Vrushali Sheth

  Certified Google Innovator

AI Revolution: Transform Your Workplace in 60 Minutes

On 5th January, Infoglen organized a webinar on AI Revolution: Transform Your Workplace in 60 Minutes. The webinar was led by Vrushali Sheth, qualified design thinking practitioner, an instructional designer, canvassador and a certified Google innovator. The session helped participants understand:

  • The game changing potential of AI tools and strategies to supercharge productivity in the workplace.

  • How AI tools can streamline workflows, automate repetitive tasks, and free up valuable time for strategic initiatives.


 Bhushan Chavan

Self Defense Instructor

Master the Art of Self Defense Without Throwing a Punch

On 19th January, Infoglen organized a webinar to Master the Art of Self Defense Without Throwing a Punch. The session was conducted by Bhushan Chavan, Self Defense Instructor. The session helped participants:

  • Empower themselves with practical self defense skills

  • Learn how to survive the city jungle

  • Reclaim their confidence and safety

  • Unlock the secrets of everyday protection


The Delighted Clients

Congratulations to Devidas for receiving appreciation for his work on the Rapid7 project!

The Senior Manager, Enterprise Application, Rapid7 expressed high praise for Devidas Mahajan’s contributions at Rapid7.


He highlighted Devidas’s excellent communication skills, pleasant demeanor, strong organizational abilities, and eagerness to work.


He also appreciated his proactive approach in proposing valuable design ideas for challenges arising in the MSSP partner project.


Infoglen Giving

Winter Clothes for Students at Jai Hind Slum School

Remember our visit to the Jai Hind Slum School & Centre last year? Well, the warmth we felt interacting with those incredible students sparked a fire in our hearts, leading to a special initiative this winter: sponsoring brand new uniforms for all 118 students across the three Jai Hind Learning Centers in Gurgaon!

On January 7th, it was heartwarming to see the joy on their faces as they received not just uniforms, but cozy woolen sweaters, caps, gloves, and socks as well. These bright new outfits and winter warmth signify more than just a change in wardrobe – they represent a renewed step towards a brighter future.

The Jai Hind project is run by Tarraqi I Foundation (TiF), a Delhi-based NGO that works on education and livelihood opportunities for children and youth from marginalizes and underprivileged communities. The Jai Hind project plays a crucial role, giving out-of-school and drop-out children a chance to catch up and reintegrate into regular schooling.


Through their accelerated learning methods at the centers, these young minds are equipped to successfully transition to mainstream government or low-cost private schools.


It's a message of hope, an investment in education, and a commitment to helping these children realize their full potential. By ensuring they feel confident and prepared, we're giving them the tools they need to break free from the cycle of poverty and build a brighter future for themselves.

This is just one of the many ways our company strives to be a responsible and caring member of the community. We believe that with each act of kindness, we can collectively make a significant difference in the lives of those around us.

Poll Power

How confident are you about your Salesforce ROI?

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.

The world of CRM is ever-evolving, and at the heart of it all lies Salesforce, the platform powering countless businesses towards success. But how confident are users actually feeling about their Salesforce return on investment (ROI)? We recently posed this very question on LinkedIn, and the responses are here!


Success Story: Interlace Health

Automated a Healthcare Technology Client’s Processes


About The Client: Interlace Health is one of the leading healthcare technology solutions providers enabling seamless data capture and information exchange among healthcare providers, staff, and patients. The client has multiple solutions aimed towards improving the patient-staff experience and they needed to improve overall efficiency for its patient engagement experiences as well as bring about process automation with a more secure mobile login functionality.



Lack of Self-registration for New Users: There was a need to empower  end-users to self-register on the community portal, ensuring a seamless and user-friendly experience

Lack of Simple User Authentication: The absence of a straightforward and user-friendly login process hampered accessibility and overall user experience for community users.

Inadequate Patient Management Tools: The customer identified a need for a centralized system facilitating the streamlining of patient check-in and checkout process,  approval of service requests, and managing the entire patient journey within the hospital.

Insecure Online Payment System: There was a need to establish a more robust and secure online payment system to safeguard sensitive information and foster trust among users.

Absence of Custom Feedback Collection: The client was unable to capture custom feedback from the end-users

Missing Appointment Scheduling Functionality: The absence of an appointment scheduling feature resulted in patients lacking a convenient method to plan and manage their healthcare appointments.

Missing Task Completion Flow: Patients encountered difficulties in keeping track of their upcoming schedules and appointments because of the absence of a task completion flow, potentially leading to disorganization and missed appointments.



Seamless Onboarding: Created a smooth onboarding process for patients and gave them easy access to their data on the platform by connecting the Interlace Health product with Salesforce Experience Cloud.

Dynamic Task Visualization: Introduced custom UI elements to the community portal, transforming patient engagement. Patients could now effortlessly navigate their task completion flow through an interactive and dynamic interface.

Secure Mobile Access: Enhanced user security by implementing an advanced QR Code Based  login feature. This innovation allowed patients to securely log in to the community portal using their mobile devices, thereby greatly improving the login experience.

Strengthened Feedback Mechanism: Implemented custom feedback forms, allowing the client to capture feedback on patient experiences, leading to continuous improvement.

Real-time Data Dashboard: Designed and implemented a custom dashboard, which not only gives healthcare providers real-time insights but also offers instant data updates, allowing them to make informed decisions on the go.

Smooth Payment Integration: Enabled seamless integration between the health product and InstaMed, guaranteeing a smooth and secure online payment process.

What's Cooking?

Salted Caramel & Apple Pudding, By BBC Good Food

Warm, spiced apples nestled in a tender cake, all doused in a luxuriously salty caramel sauce. This winter dessert is the perfect comfort food for a cozy night in.



  • 1 tbsp butter, softened

  • 3 large eggs, and 2 egg yolks

  • 50g dark brown soft sugar

  • 200ml whole milk

  • 300ml double cream

  • 375g can caramel, beaten until smooth

  • 2 tsp vanilla extract

  • 75g plain flour

  • 3 apples


  • Heat the oven to 180C/160C. 

  • Butter a 30 x 20 x 4cm baking dish. Put the eggs, extra yolks, sugar, milk, cream, 200g of the caramel, the vanilla and a large pinch of sea salt in a large bowl, then whisk until combined. Stir in the flour until the batter is smooth.

  • Halve, core and cut the apples into 1cm slices – there’s no need to peel them. Arrange in the baking dish and pour over the batter.

  • Bake for 30-35 mins until the batter is set in the centre, golden and slightly risen.

  • Drizzle over the remaining caramel, then sprinkle with a little extra sea salt. Leave to rest for 5-10 mins (it will deflate a little). Serve warm with vanilla or peanut butter ice cream, if you like.

To share your favorite recipes with all Infogleners, send it to us at

Up Close & Personal with Venkat

Venkateswarlu Malli, our Lead Salesforce Consultant from Bangalore, shared insights from his personal life


Venkateswarlu Malli

IB: What is the sweetest memory from your childhood days? 

VM: Travelling for the first time on the bus with my family to a nearby town to watch my first ever movie.

IB: What is your time management mantra?

VM: I use a notebook and white board to note down the tasks to complete for the day with timelines to complete them.

IB: What is a hidden talent you have?

VM: Writing short stories.

IB: If you could get a new skill in 10 minutes, what would it be?

VM: The skill to say "NO" to people.

IB: What is your favourite pastime?

VM:   Playing cricket and spending time with kids.

IB: What if you had six months of paid vacation? Where would you travel?

VM: Switzerland.

IB: What are the kind of books you like to read or movies you like to watch?

VM: I like to watch suspense and thriller movies and series.

IB: What's the one thing you like about Infoglen?

VM: Infoglen gives freedom and respect to its employees. Flexibility on the work and timings is another thing I like a lot.





Saba Ahmed

1st January,
San Jose

Shiva Kumar.jpg

Shiva Kumar

1st January, Bangalore

Mubeen Qawi.jpg

Mubeen Qawi

3rd January,

San Ramon

Shivam Meena.jpg

Shivam Meena

12th January, Firozabad

Akash Oswal.jpg

Akash Oswal

20th January,


Deepa Mohite.jpg

Deepa Mohite

20th January,



Eric Levine

5th January,


Madhusmita Das.jpg

Madhusmita Das

24th January,



Vamshi Krishna

7th January, Hyderabad

Pooja Jannu.jpg

Pooja Jannu

27th January, Belgaum

Work Anniversaries


Roshan Kandari

5 Years

Yasar Ali Hashmi.jpg

Yasar Ali Hashmi

3 Years

Ishu Bansal.png

Ishu Bansal

3 Years

Atul Katiyar.jpg

Atul Katiyar

2 Years

Manoj Singh.jpg

Manoj Singh

2 Years


Mohit Panwar

2 Years

Shivam Meena.jpg

Shivam Meena

2 Years

InfoQuiz January



What’s the name of the Gurgaon-based school for underprivileged children that Infoglen is supporting?

Which type of knowledge serves as an invaluable asset in understanding our client’s businesses?

Who completed 5 years at Infoglen in January 2024?

Please email your answers to: & to win a PRIZE

Hint: Most answers can be found in this issue of InfoBuzz!

Answers of December InfoQuiz


Which technology did Infoglen use to develop a highly customizable solution for Output Tables in the Bazaarvoice project?

Apex and Visualforce technology


Which locations did the Infoglen Travel Club travel  to in 2023?

Goa, Rishikesh and Coorg

What was the topic for the Project Insights session held in December?

Managed Packages & Product Development

image (7).png

Kanika Malkani

Winner of


Editorial Board: Chief Editor - Fenil Shah; Editor - Aamena Ahmad; Designer - Roshan Kandari - Tarun Gupta

We welcome your suggestions/ideas  -


Infoglen LLC, 100 Century Center Court, Suite # 301, San Jose, CA, 95112

Email:, Phone: +1 408 642 5329

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