Salesforce Support and Evolution Services
See to the Health of Your Salesforce Solution
Get your Salesforce CRM reviewed top-to-bottom with Salesforce audit from ScienceSoft. We will check whether your Salesforce processes, records, and user roles are functioning properly and eliminate any deficiencies to help you make the most of your CRM.
The changes ScienceSoft has made within Salesforce are reliable and functional, and any bugs are fixed very quickly.
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We take over the entire development and administration support of your Salesforce solution or handle certain support functions, according to your needs.
Daily administration. We configure a Salesforce solution on users’ request, e.g., set up workflows, configure custom reports, and install apps to ensure the continuity of Salesforce-supported business operations.
Data administration. We upload data in a Salesforce solution, cleanse data, set up duplicate and validation rules, etc.
24/7 System monitoring. We quickly identify and fix errors in Salesforce performance, which helps to prevent critical performance issues.
Monthly health checks. We check a Salesforce solution for inefficiencies and spot which features/processes require optimization.
User help desk. We support a Salesforce solution’s users from answering questions about issues, like system unavailability to issues affecting many users.
Troubleshooting. We promptly react to complex performance/security/other Salesforce issues, which need to be fixed on the code level
System evolution. We implement enhancements, including substantial ones, to a Salesforce solution according to change requests and modify default functionality quickly and with no impact to current business operations in Salesforce.
- We analyze the state of your Salesforce solution (based on the input from the IT department and business departments, incident history, change backlogs, etc.) and your business needs.
- We drive knowledge transfer and mining (documentation on configurations, customizations, etc.).
- We carry out service planning and responsibility transfer.
We deliver the agreed scope of Salesforce support and provide monthly result analysis and reporting. During the cooperation, we adhere to uniform security standards to assure the safety of your business information that we access. Our mature approach to information security management is confirmed by ISO 27001 certification.
We provide quarterly proposals on possible process improvements.
The task-based model
Our team processes change tickets with technical requirements to the custom functionality. Change tickets are initiated by business departments and approved by IT managers on the customer’s side.
The need-based model
Our team processes change requests describing a customer’s business need. Our team collaborates with the customer’s business departments to make up detailed requirements and implement changes based on them.
The total price of the Salesforce technical support service consists of:
- Monthly fees depending on the number of Salesforce users in your company, the service scope you’re choosing and the complexity of customizations of your Salesforce solution.
- Payments based on the T&M model (for the services additional to the scope covered by fixed monthly price).
We are self-managed and at the same time transparent in our work. You can control the effectiveness of our support services with the KPIs, like:
- Number of Cases Resolved (by types: incidents, change requests).
- Average Case Resolution Time.
- User Satisfaction.
- SLA Success Rate.
- Complaint Escalation Rate.
Let’s Solve Your Salesforce Challenges!
ScienceSoft’s team of Salesforce experts is ready to take on your Salesforce technical support burden.