Principle
Making the most of your salesforce.com solution relies upon two things; an active user community and a solution that changes with your business needs. We have proven experience and expertise in assisting clients to maximise their investments in Salesforce.com and associated Cloud technologies. Providing ongoing support to clients based upon this knowledge is a natural extension of our focus on client success. Our model provides:
- A single point of contact to record and resolve issues minimising disruption to business operations
- Clear ownership and accountability
- Sound understanding of the internal customers - who are they and what their business needs are
- Proactive rather than reactive support
- Strong monitoring and management - the ability to detect, record, classify and manage issues effectively
Services and Capabilities
Our packages have been designed to provide tailored services to clients specifically addressing the needs of their Salesforce.com solution. Combining administration, development and training services, these packages have been developed to be flexible while ensuring access to the right skills and experience for clients.
Core services:
- A dedicated and experienced Salesforce.com Administrator
- On-going access to Salesforce.com Consultants to advise on best-practise
- Remote and/or on-site support
- A Customer Portal for the creation and management of support cases
- Change control for minor developments and enhancements to existing system/configuration
- Salesforce.com platform update support
Additional Capabilities
- Access to experienced Salesforce.com development resources to support requests to extend / significantly enhance existing functionality
- Data cleansing/de-duplication support
Health Check
One of the most important aspects of any Managed Services contract is the transition process. Prior to the start of any contract, and specifically for new clients, a Health Check must be completed. In the Health Check we review the entire Salesforce.com implementation including processes and level of utilization. The benefits are two fold:
- Enables us to better understand the existing solution and utilization so we can provide the best possible service.
- Provides a thorough assessment of your system with recommendations for any improvements/changes that can be made to enforce industry and company best practices and take advantage of your Salesforce.com technology investment.
Our Health Check service is essential for all new clients but can be provided to any client at any time.
Tools
We utilise the Service Cloud to provide a Customer Portal to all our clients, which enables us to collaborate in real-time when managing requests. Our clients are able to receive automated case updates, get answers fast by pinpointing defined solutions in the knowledge database, quickly log cases, make case comments, and all without picking up the phone.
