Support – Why every system needs it. 

Imagine this: your sales team is moments away from securing a new contract, armed with insights from your meticulously managed CRM platform. But just as they’re about to seal the deal, an error message appears and you can’t close the opportunity leaving your team scrambling to access vital customer information and your customer waiting for a contract that you can’t send out. Meanwhile, across the office, your service team faces a similar nightmare as they struggle to address urgent customer inquiries without the support of a fully functioning service platform. In the fast-paced world of sales and service, the repercussions of inadequate support can be swift and severe, jeopardising not only revenue opportunities but also the trust and satisfaction of your valued customers.

While the above might sound like something that shouldn’t happen anymore, it’s a scenario that plays out time and time again in businesses worldwide. Surprisingly, the root cause often boils down to the perceived lack of value associated with ongoing support and maintenance of critical systems like Salesforce. Many businesses view support as an afterthought, neglecting to prioritise the continuous care needed to keep their Salesforce instance running smoothly. However, as the heartbeat of sales and service operations, Salesforce demands more than just initial setup—it requires ongoing attention and expertise to unlock its full potential and drive sustainable business growth.


The Pitfalls of Neglecting Support:


In today’s digital age, Salesforce has become the backbone of many businesses, serving as a powerful platform for managing customer relationships, streamlining sales processes, and driving growth. However, despite its immense capabilities, neglecting proper support for your Salesforce instance can lead to significant pitfalls and risks.

One of the primary dangers of overlooking support is the potential for system downtime. Without regular maintenance and updates, any system can become vulnerable to technical issues and glitches that can disrupt operations and hamper productivity. Imagine the chaos that ensues when your sales team is unable to access crucial customer data or process transactions due to a system issue.

Moreover, neglecting support can also result in data loss or corruption. Salesforce houses valuable information about your leads, customers, and sales activities. Without adequate backup mechanisms and data integrity checks in place, you run the risk of losing critical business data, leading to missed opportunities and damaged customer relationships.

Another consequence of neglecting support is the inefficiencies that arise from using outdated or poorly configured Salesforce configurations. As your business evolves and your needs change, your Salesforce instance must adapt accordingly to support new workflows, integrations, and functionalities. Without ongoing support, you may find yourself stuck with a rigid system that no longer meets your requirements, hindering your ability to innovate and compete effectively in the market. What worked for you in the past might not work for you in the present. Having a flexible framework such as Salesforce negates this issue but without an adequate resource to reflect this change in the system, how do you evolve as a business.

In summary, the pitfalls of neglecting support for your Salesforce instance are numerous and significant, ranging from system issues and data loss to operational inefficiencies and security problems. To mitigate these risks and ensure the smooth operation of your Salesforce environment, it is imperative to invest in ongoing support and maintenance.


The Value of an In-House Salesforce Champion:


While external support from Salesforce consultancies is essential, having an in-house Salesforce champion can provide unique benefits tailored to your organisation’s specific needs and objectives.

First and foremost, an in-house champion serves as the primary point of contact for all Salesforce-related issues and enquiries within your organisation. Whether it’s troubleshooting technical issues, providing training and guidance to users, or spearheading new initiatives, having a dedicated individual or team ensures that Salesforce remains aligned with your business goals and processes.

Moreover, an in-house champion possesses intimate knowledge of your businesses unique workflows, preferences, and challenges. This deep understanding enables them to tailor Salesforce configurations and customisations to better suit your needs, driving user adoption and maximising the platform’s value.

Furthermore, an in-house champion fosters a culture of Salesforce excellence within your company structure. By championing best practices, promoting user engagement, and sharing insights and success stories, they inspire confidence and enthusiasm for Salesforce across teams and departments.

In summary, an in-house Salesforce champion offers invaluable benefits, including personalised support, domain knowledge, and cultural alignment. By investing in a dedicated champion, organisations can leverage the full potential of Salesforce to drive growth, innovation, and customer success.


The Ultimate Benefits of Managed Support Agreements:


While an in-house Salesforce champion provides valuable support and expertise, partnering with a Salesforce consultancy for managed support offers a host of additional benefits that can help organisations maximize their Salesforce investment.

One of the primary advantages of managed support agreements is proactive monitoring and maintenance. Rather than waiting for issues to arise, managed support providers continuously monitor your Salesforce instance, identifying potential problems and performance bottlenecks before they escalate into major issues. This proactive approach helps minimise downtime, ensure system stability, and maintain peak performance.

Additionally, managed support agreements grant access to a broader range of expertise and resources than an in-house team alone can provide. Salesforce consultancies employ teams of certified experts with diverse skill sets and experience across various industries and use cases. Whether you need assistance with customisation, integration, or optimisation, you can rely on your managed support provider to deliver timely and effective solutions.

Moreover, managed support agreements offer scalability and flexibility to accommodate your companies evolving needs. Whether you’re expanding into new markets, launching new products, or undergoing organisational changes, your managed support provider can adapt their services to support your growth and transformation initiatives.

Furthermore, managed support agreements often include regular training and knowledge transfer sessions to empower your internal teams and foster self-sufficiency. By equipping your staff with the skills and knowledge they need to leverage Salesforce effectively, you can drive long-term success.

Is a Managed Service Contract Right for Me?

As you weigh the options for supporting your Salesforce instance, you might find yourself asking, “Is a managed service contract the best fit for my company?” The answer depends on a variety of factors, including your organisation’s specific needs, resources, and long-term objectives.

Consider Your Needs:

If your setup requires personalised support tailored to your unique workflows and objectives, an in-house Salesforce champion could be the right choice. This option is ideal for businesses with dedicated internal resources and a deep understanding of their Salesforce instance. However, it’s essential to consider the total cost of ownership (TCO) over time, including recruitment, training, and ongoing maintenance expenses.

On the other hand, if you’re looking for comprehensive support and expertise without the overhead of maintaining an in-house team, a managed service contract with a Salesforce consultancy may be the better option. This approach offers scalability, flexibility, and access to specialised skills and resources, making it suitable for organisations seeking to maximize ROI and drive long-term success.

Evaluate Cost-Benefit:

While the upfront costs of managed service contracts may seem higher, it’s crucial to evaluate the long-term value and return on investment (ROI) offered by each option. While an in-house Salesforce champion may appear cost-effective initially, the TCO may increase over time due to recruitment, training, and ongoing maintenance expenses.

In contrast, managed service contracts offer predictable costs, proactive maintenance, and access to a broader range of expertise, ultimately driving down TCO and maximising ROI over the long term. By outsourcing support to a specialised consultancy, businesses can benefit from economies of scale and enhanced productivity, positioning themselves for success in the digital age.

In conclusion, the decision between an in-house Salesforce champion and a managed service contract depends on various factors, including budget, expertise, and strategic goals. By carefully considering your needs and evaluating the cost-benefit of each option, you can make an informed decision that maximizes the value of your Salesforce investment and drives long-term success.

Ultimately, whether you choose to invest in an in-house Salesforce champion or partner with a Salesforce consultancy for managed services, prioritising ongoing support and maintenance is essential for unlocking the full potential of Salesforce and driving sustainable business growth.

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