making the most of salesforce - with brightgen service management
TRANSCRIPT
WELCOMEwe are
Service ManagementMaking the most of Salesforce
HELPING ORGANISATIONS
TRANSFORM FOR 10 YEARS
OUR CUSTOMER-FACING TEAM ARE ALL
IN-HOUSE AND UK-BASED
100 PEOPLE AND GROWING
SALESFORCE CERTIFIED TECHNICAL
ARCHITECTS
OUR WORK SPANS THE GLOBE
9 8.9.85/10 CUSTOMER
SATISFACTION SCORE
308
308 SALESFORCE CERTIFICATIONS
Why you can trust us with your Salesforce
Experience across the entire salesforce product suite
SERVICE MANAGEMENTSERVING OUR CUSTOMERS IS AT THE HEART OF OUR BUSINESS
43 SERVICE MANAGEMENT CUSTOMERS
18 DEDICATED CONSULTANTS
INDUSTRY SPECIFIC
EXPERTISE
COULD SERVICE MANAGEMENT BENEFIT YOUR COMPANY?
I WANT TO DO MORE WITH SALESFORCE BUT DON’T KNOW WHERE TO START
I WANT TO GROW MY BUSINESS
I HAVE NO INTERNAL SUPPORT
I INHERITED THE SALESFORCE PLATFORM
WHAT’S EVEN IN THERE?
I DON’T WANT TO RAISE A PO FOR EVERY SMALL CHANGE
WHAT WE DOWhat we do is built on your needs
BAU SUPPORT
CONTINUOUS IMPROVEMENT
MINI-PROJECTS
WHAT WE DOWhat we do is built on you getting return on your investment
ROADMAPPING
INNOVATION & INSIGHT
RELEASE MANAGEMENT
WHAT WE DOWhat we do is ensuring you have the skills on hand for whatever
you need
PRODUCT EVALUATION
WHATEVER YOU NEED…
USER TRAINING
Payback on your investmentImproved Salesforce experience & adoptionEvolving solution ready for improvements and enhancementsConsistent procedures and Best Practice solutionsPlatform guidanceInnovation, suggested solutions, products and featuresA flexible delivery model without having to fund a projectOn call experts
SEE THE BENEFITS
HOW DOES IT WORK
• First step : the transition to Service• Quarterly hours for flexible use• Uplift model to absorb peaks• Firm control on service hours expenditure• Easy case management and communication routes• ITIL based processes• Formal SLAs for Incident and Change Impact Assessment
WHAT DO I GET?
• Regular service reviews• A primary Technical Lead, Service Manager & Account Management• Continuous Improvement planning & Roadmap• Focus on Customer ROI• A segway into the BrightGen world of experts, when you need it• Support, changes, training, testing, enhancements, whatever you need
Customer success storyFollowing an overhaul of their holiday property booking system, LMT had a fully integrated website, payment processing solution and Salesforce CRM
LMT needed ongoing support and small changes to secure their new revenue generation - plus they had roadmap for more continuous improvements
The BrightGen solutionA pre- paid block of hours to manage quarterly releases of small
to medium improvementSingle point of contact for support helping with the management
of third party suppliers Uplift facility to deliver medium sized projects
Customer success storyThe BrightGen effect
Optimized Property Search - Improved and enhanced the property search facility by adding new search criteria and fields to improve user experience
Salesforce Release Management - Help and support LMT through 3 releases per year, via our own webinar plus early sight and remedy of potential issues
Salesforce Platform Migration - Helped and supported LMT through a seamless migration to an European data centre
Lundy Ticketing Project- Replacement of LMT’s legacy booking and ticketing solution for Lundy Island ferry and helicopter crossings with a supported solution build on Visual Force
Financial Force - Acted as trusted advisor, impact assessor and supported LMT during their project to implement Financial Force to replace their legacy accounting solution
Customer success story
Having begun replacing a limiting Oracle based database with Salesforce in 2011 with the aim to achieve Single Supporter View, improved marketing and analytics and more efficient processes, Barnardos turned to BrightGen to replace their implementation partner in 2012.
Barnardos needed to go live with their new set up quickly, and ensure ongoing support was available. They had 145 users across fundraising, finance and information services, and around 2 million customer records.
The BrightGen solutionClear migration plan put in placeA Quarterly allocation of hours, able to shift across months for ongoing
workContinued contact with the original development/implementation team
Customer success story
The BrightGen effectTimeline in progression:● Go live & immediate aftermath - Service team fully managed all ‘immediate
fixes’● Phase 2 - Continued support for urgent issues and gradual introduction of
improvements and alterations● Today - Most hours deployed for improvements rather than fixes. Time is available
for internal knowledge transfer to Barnardos staff.
Cases - c 5000 support cases raised in 2 years.Salesforce Release Management - Help and support Barnardos through the usual 3
Salesforce releases per year, via our own webinar plus early sight and remedy of potential issues. Also for additional Barnardos releases at various points of the year.
YOU’LL BE IN GOOD COMPANY
Thank YouGet in touch: [email protected]