Salesforce Support and Evolution Services

Salesforce support and evolution services - ScienceSoft

ScienceSoft’s team of certified Salesforce developers and administrators together with business analysts is ready to keep your Salesforce solution stable and ensure its fast evolution.

Why ScienceSoft

  • 30 years in the IT business.
  • Salesforce partner.
  • 11 years in CRM development and support.
  • 11 years in delivering support services based on the ITSM approach.
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Find out how Salesforce support services from ScienceSoft can take down hurdles to your smooth CRM experience and spur your sales, marketing and customer service efforts.

Customers Say

The changes ScienceSoft has made within Salesforce are reliable and functional, and any bugs are fixed very quickly.

The National Manager of a US-based Roofing Company

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The Scope of Our Salesforce Support Offering

We take over the entire development and administration support of your Salesforce solution or handle certain support functions, according to your needs.

Administration support

Daily administration

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

Data administration. We upload data in a Salesforce solution, cleanse data, set up duplicate and validation rules, etc.

24/7 System monitoring

24/7 System monitoring. We quickly identify and fix errors in Salesforce performance, which helps to prevent critical performance issues.

Monthly health checks

Monthly health checks. We check a Salesforce solution for inefficiencies and spot which features/processes require optimization.

User help desk

User help desk. We support a Salesforce solution’s users from answering questions about issues, like system unavailability to issues affecting many users.

Development support

Troubleshooting

Troubleshooting. We promptly react to complex performance/security/other Salesforce issues, which need to be fixed on the code level

System evolution

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.

Cooperation Stages

1

Transition

2

Service delivery

3

Improvements

Cooperation Models

We handle support tickets in line with ITSM best practices. In case you need modifications implemented to a Salesforce solution, we provide 2 cooperation options:

The task-based cooperation model

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 cooperation model

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.

Pricing Model

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).

KPIs

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.