Driving Customer Success Through Managed Service
At Salesforce, our focus is on bringing companies and customers together. With our partners, we use our Customer Success Platform to drive digital transformation to make that connection happen.
But as new technologies emerge and customer expectations continue to rise, digital transformation is becoming more complex. The companies we work with recognize that this transformation is mission-critical to success, but they also want help finding the right balance between innovation and value in the context of a rapidly changing business landscape.
It’s not surprising that we often hear our shared customers ask for advice on how to achieve business value. They want to know how to develop and leverage the right expertise to manage their platforms while ensuring the highest level of quality and efficacy, and at the same time, innovate with their clients, ensuring the strongest relationships.
That’s why we’re excited to announce that Salesforce has launched a Managed Service Partner Program pilot. This pilot is all about supporting partners who deliver successful digital transformation for our customers by making it even easier to manage and get the most out of their technology. Working with incredible partners like ServiceSource, we’re testing out how to help manage the technologies they need, when they need it.
What is managed service for Salesforce?
In the spirit of SaaS, it’s System Administration-as-a-Service. That means a Salesforce Partner can manage the day-to-day of a customer’s platform, leaving them to focus on getting closer to their customers. Because CRM is not a “set it and forget it” platform. Like most things in life, it requires ongoing attention to help it operate at its maximum potential.
When customers engage partners for ongoing services, we can keep the technology running smoothly — and as a result, clients can increase internal adoption, usage, and productivity and maximize return on investment, while relying on our partners’ experts to handle the platform support requirements, no matter how complex.
Our partners are critical to driving this kind of offering for our customers because the ecosystem of people who can administer Salesforce can be a challenge for clients to scale in-house. A centralized model of offering Salesforce experts as a managed service helps clients rapidly drive success, and allows clients to focus on their core business objectives by leaving system admin to Managed Services Partners.
Partners like ServiceSource, who have 20 years of experience in managed services across 11 delivery centers worldwide, are the experts helping to bring this pilot to life. Stay tuned as we work to take this pilot GA in the future!
