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Unveiling the Essence: What Makes a Great Managed Service

In the dynamic landscape of modern business, the concept of Managed Services has emerged as a cornerstone for efficient operations and scalable growth. From IT infrastructure management to cybersecurity, companies of all sizes are increasingly turning to Managed Service Providers to handle their critical technology needs. 

The traditional IT model, now moved into the Cloud, has started to take the concept of Managed Services seriously and now this offering is gaining real traction in the Salesforce Ecosystem as it evolves through its lifecycle.

It seems that every Partner, large and small, has some form of Salesforce Managed Service offering but what truly distinguishes a great Managed Service from the rest? 

Let’s take a look at some of the key ingredients that contribute to excellence in relation to a Salesforce offering.

1. Tailored Solutions

One size never fits all, especially in the realm of a Salesforce Managed Services. A great offering understands the unique requirements and challenges of each client and offers tailored solutions to address them. This is particularly relevant to a Salesforce customer. Not every business uses the same Cloud or combination of Clouds. Some Org’s will be fairly “out of the box” whilst others will be highly customized or specialised, such as Non-Profit Cloud. Therefore, it’s really important that your Salesforce Managed Service Provider has the right technical skillset to look after your estate and can tailor their offering to suit your needs. 

2. Proactive Monitoring and Support

Prevention is always better than cure, and this adage holds true for a Salesforce Managed Services. The Salesforce Release programme means that 3 times a year the systems gets an update. These can massively impact how your platform functions. So it’s important that your Managed Service Provider stays ahead of the curve here and looks at the Releases and deploys the changes to optimize your platform. They should be monitoring for potential problems and make any changes in advance to ensure that your day-to-day operations are not only unaffected but enhanced! Likewise with support. Regular Healthchecks will keep your team working and should any issues arise, the support should be efficient and minimise any issues or downtime. A top-tier Salesforce Managed Service Provider will have strategies to anticipate issues before they escalate into major problems giving you peace of mind, knowing that your Salesforce investment is in safe hands.

3. Scalability and Flexibility

Business needs evolve over time, and so should your Salesforce Managed Services. A great Salesforce Managed Service designs solutions with scalability and flexibility in mind, allowing clients to adapt seamlessly to changing demands and growth trajectories. This means more than simply flexing up the hours you pay for. With Salesforce and the regular new and exciting products added to the portfolio, your Salesforce Managed Service Provider should become a key point of expertise, providing recommendations and enhancements that could be implemented. This means that beyond your assigned contact, you should have access to Salesforce Product Specialists, such as CPQ, to call upon should your business needs change in that direction.  Whether it’s expanding operations, integrating new technologies or API’s, the service should be agile enough to scale up or down as required.

4. Robust Security Measures

In an era plagued by cyber threats, security is non-negotiable. This is particularly true with Salesforce. Security is sometimes overlooked with Salesforce and now there are several large IT Security vendors targeting Salesforce Customers as they have identified a specific threat in this landscape. A great Salesforce Managed Service prioritizes cybersecurity at every level, implementing robust protocols to safeguard sensitive data and prevent unauthorized access. If your Salesforce Managed Service provider doesn’t mention or talk about the overall security of your IT estate whilst encompassing the specific Salesforce security protocols, then it’s time to ask some questions. 

5. Transparent Communication

Communication is the cornerstone of any successful partnership, and the relationship between a client and their Salesforce Managed Service is no exception. Transparency breeds trust, a Salesforce key value, and a great Salesforce Managed Service fosters open communication channels, providing clients with regular updates, reports, and insights into their Salesforce performance. Clear documentation of services rendered, agreements, and pricing ensures clarity and accountability. A really great Salesforce Managed Service will have a dedicated point of contact for you as a client and should meet regularly to discuss how things are going and how you can both move things forward in the relationship. 

6. Continuous Improvement

The pursuit of excellence is a journey, not a destination. A great Salesforce Managed Service is committed to continuous improvement, staying abreast of emerging technologies, Ecosystem best practices, and evolving client needs. This is key when it comes to a great Salesforce Managed Service. Salesforce is constantly changing, and you need the right continuous improvement mentality to make sure that your Salesforce investment is operating at its optimum level. Your Salesforce Managed Service provider should be your partner on your Salesforce journey with regular reviews, feedback sessions, and performance assessments driving innovation and ensuring that the platform remains at the forefront of efficiency and effectiveness.

7. Proven Track Record

Actions speak louder than words, and a great Salesforce Managed Service is backed by a proven track record of success. Client testimonials, case studies, and industry accolades serve as testament to the providers ability to deliver tangible results and exceed expectations. Certifications and technical ability coupled with a standout reputation matter, and a stellar track record instils confidence and credibility in prospective clients.

The recipe for a great Salesforce Managed Service comprises a blend of tailored solutions, proactive support, scalability, security, transparent communication, continuous improvement, and a proven track record. 

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