Support and Technical Expertise
Number of clients have told us about a common problem, which is how to deal with changing monthly support needs when subcontractors all too often respond with, "evolutions aren't included in the support service contract".
We took this into account and came up with a different style of service for our customers. A monthly quota can be used either for support or technical expertise (Apex / Lightning development or configuration).
This means you can get the best value for money and upgrade your platform on a regular basis.
The Keys to a Successful Support Service
✔ Train your teams and key users well so that they are not confused by basic tasks
✔ Document the platform as best as possible so that support teams understand what has been achieved.
✔ Brief the support teams on your business to ensure an optimal level of knowledge
✔ Share as much information as possible when creating tickets
✔ Sharing best practices from support teams to keep a healthy platform
✔ Sharing common tools to have a global vision
✔ Take advantage of feedback from support teams to find ways to evolve
✔ Use the support teams for your future evolutions, they already know your business and your instance, take advantage of it!
✔ Define a commitment to responsiveness on both sides in order to have optimal efficiency.
Our Vision For Optimal Support
➡ Our support teams have a technical veneer that allows them to be able to respond to advanced issues and cover the support scope from A to Z.
➡ Flexibility is our keyword, in order to fill decreases or increases in charges, we let you distribute the quota of days of expertise as you wish and thus optimize your budget.
➡ The coverage of several geographical areas by the same support in order to quickly identify possible disparities in usage or even functional perimeter. Our teams are totally French and English speaking
➡ Regular updates with the various POs to explore avenues for development.
How we've previously helped our customers.
For a client operating in the luxury goods market
Scenario
After rolling out the platform across several business units, the client lacked in-house resources that could handle day-to-day maintenance and support, especially across multiple time zones. The client was also aware that adjustments would have to be made quickly and wished to cover support and future technical developments with a single service.
Service Scope
- Support for Salesforce users across multiple time zones and languages (English and French)
- Daily platform maintenance
- Continued improvements of the platform so it can meet the business needs as closely as possible.
What we achieved
We immediately offered the client a blended service through our skills centre. This includes a volume of days that could cover the support needs but which could also be broken down into different Salesforce operations. A quota of 18 days could be used to resolve tickets or for technical development or configuration as required by the client. This enabled the client to get the most out of the service, be able to develop the platform with a team already familiar with the business needs, and therefore save time in the process.
We have been working with this client for several years now and they have also entrusted us with their new Salesforce projects.
Contact us in order to receive a support offer that best suits your needs.