Outsourcing Salesforce Administration - 5 Use Cases

If you’re considering using Systep’s Managed Services offering to outsource your Salesforce administration, the following use cases may give further insight.

No. 1 - A full-time Salesforce administrator is often not required.

For most SMB’s, a full-time Salesforce Administrator is not required. Salesforce professionals are high in demand and are often pretty expensive in comparison to standard IT Support professionals, that’s why you want to make sure you truly need a full-time Salesforce admin.

Managed Service Providers (MSPs) allow business to engage with Salesforce professionals as and when needed, this in turn enables businesses to reduce overheads whilst ensuring their platform is effectively managed.

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No. 2 - Salesforce administrators are hard to find and they don’t stay very long.

The marketplace for Salesforce administrators, whether they’re permanent or contractors, is highly competitive and growing all the time. The challenge is to find and hold on to them as new opportunities are always being presented.

Whatever the reason, employee turnover causes disruption and can be quite expensive to resource a replacement staff member. By using a company like Systep to provide your support, no such issues occur and you can have peace of mind knowing you have business continuity.

No. 3 - You require bespoke development.

Salesforce is an extremely powerful platform as standard, however business are of course unique and may require bespoke development/customisations to be made to ensure the platform meets all of their requirements. 

Salesforce facilities extensive customisation through various tools and programming models, of which require specific skills to implement. Most Salesforce admins are familiar with some of the declarative functionality Salesforce provides, however when it comes to delivering integrations, providing automation through Apex or building bespoke users experiences through Lightning Web Components (LWC) they will fall short of the required skills.

Salesforce MSPs on the other hand provide businesses with the necessary expertise to deliver bespoke customisation to the Salesforce platform.

No. 4 - Administrator holidays and sick days  = No Salesforce support.

Have you ever received an ‘Out of Office’ reply from your Salesforce administrator and you really need to get hold of them? Frustrating yes, but completely avoidable if you outsource your Salesforce administration by using a Managed Service Provider (MSP) like Systep.

When you have just one Salesforce administrator that person will invariably be be out of contact at certain times. Whether it’s annual leave, a sick day or they’re busy with a large project, this lack of available support could prevent your company from addressing important Salesforce support requirements.

Of course we take holidays here at Systep and are out sick occasionally, but we have a team of individuals that are rotated amongst our clients and cross trained to ensure there are no support disruptions to your operation. Additionally, we build up a profile of your system with extensive notes on key aspects of your system and of course we develop full case histories to add to the knowledge base to support your Salesforce system.

No. 5 - You wish to augment your Salesforce support team with ‘as needed’ training, admin or development.

Let’s say you have a perfectly efficient and knowledgeable Salesforce administrator who works full-time. They can handle most any support request and do so in a timely manner.

Under normal circumstances this works perfectly fine but in the following scenarios they may need some help.

• Business units periodically have bespoke development projects and you do not have the depth of Salesforce resources.

• Your business is growing and your admin is stretched as it is.

• Your admin does not have development skills and could use regular support and assistance.

• From time to time you need AppExchange products integrated and you require expert help.

• Neither your in-house trainer nor your Salesforce Admin can provide training on Salesforce.

These and many more scenarios can easily be addressed by outsourcing just a part of your Salesforce support with our Salesforce Managed Services support packages. Your Salesforce administrator could have at their fingertips a rapid response team of certified Salesforce experts ready to lend a helping hand when needed.

Summary

Outsourcing all or part of your Salesforce support can provide companies with considerable advantages in a cost effective manner.

Whether it’s incremental support you need, can’t find a Salesforce admin, require greater depth of resources, or simply want to make sure your users always have support, our Salesforce Managed Services is right for you.

The tier based model which Systep offers, allows you to pick and choose just how much support and which features you would like.

Even our entry level ‘Essentials’ package at 20 hours per month provides the full range of administration, development and training services. SLA response times from 15 minutes (Premium Plus) to 1 hour (Essentials) ensure your support requests will always be handled in a timely fashion.