WELCOME

we are

We will be starting the webinar shortly...

On-demand Support,

On-going Improvements

we are

Service Management from BrightGen

Helping you make the most of Salesforce

YOUR PRESENTERS

CLIVE PLATT

Head of Service

Management

JAMES BURGESS

Service Manager

• Who are BrightGen

• What is Service Management?

• Is Service Management for YOU?

• How does it work?

Case by Case

Tracking ROI

Being part of the Community

• Q&A

AGENDA

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

50 SERVICE

MANAGEMENT

CUSTOMERS

20 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

IMPROVEMEN

T

MINI-

PROJECTS

WHAT WE DOWhat we do is built on you getting return on your investment

ROAD

MAPPING

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

HOW DOES IT WORK

• 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 Manager

• Continuous Improvement Planning & Roadmapping

• Focus on Customer ROI

• A segway into the BrightGen world of experts, when you need it

• Support, changes, training, testing, enhancements

• Whatever you need!

CASE BY CASERequirement

Slick and easy process for existing customers to register interest in

a new development

Solution

A new mass email campaign that would enable existing customers

a single click way of registering interest

Benefit

● Collection of all interested contacts

● No risk of duplicates

● Effortless customer experience

● Automation saving hours of manual work

"BrightGen are very

knowledgeable and help

you think of the bigger

picture... this helps

longer term and ensures

that the solution will work

going forward and also in

conjunction with other

parts of the system…

BrightGen always work

over and above to make

sure any urgent items are

delivered and we have a

lot of trust in them."

CASE BY CASE

Requirement

Surface customer success stories and useful collateral creation to

help Account Managers sell

Solution

Success story links automatically created on Opportunity creation

and edit, with updates sent to Account Manager via email

Benefit

● Carrot driven Salesforce usage and adoption

● Higher sales success rate

● Scalable solution, easily rolled out to other sectors

"Working with BrightGen

is like having an

extension to our

existing team.

There’s always a friendly

voice at the end of the

phone, and no question is

too small.

BrightGen always ask the

right questions, paying

close attention to our

requirements and

advising different ways to

find a solution in easy to

follow terms.”

Reports & Dashboards

BrightGen Customer Community

Project success

The Service Management effectOptimized 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

Project success

The Service Management 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.

Payback on your investment

Improved Salesforce experience & adoption

Evolving solution ready for improvements and enhancements

Consistent procedures and Best Practice solutions

Platform guidance

Innovation, suggested solutions, products and features

A flexible delivery model without having to fund a project

On call experts

SEE THE BENEFITS

19

“Without the help of the BrightGen team, the Barnardo's CRM delivery would

have failed.

BrightGen are extremely professional and a pleasure to work with.”

Rohan Putter, Assistant Director

“BrightGen quickly got to grips with our complex requirements

and delivered a comprehensive & robust solution on time & on

budget. I am happy to recommend BrightGen because they

deliver!”

Michca Morris, IT Programme Manager

“We continue to have a good relationship with Brightgen and turn to

them for support in a number of areas - which is invaluable”

Rupert Frankum, Technical Project Manager

YOU’LL BE IN GOOD COMPANY

Questions?

Book a free Consultation

Thank You