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Salesforce helps businesses manage their customer relationships. It is a powerful tool. However, using Salesforce can be complicated, and that’s where Salesforce support services come in.
Salesforce support services are available to assist you with any questions or issues you may have with Salesforce. They can help you in setting up your Salesforce account, teach you how to use different features, fix problems, and ensure everything works smoothly.
Salesforce support services help your business maximize the benefits of Salesforce. Here’s how they assist you:
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You don’t have to waste time figuring things out on your own—get quick answers and solutions right when you need them.
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Salesforce experts help you avoid mistakes that could harm your data or processes.
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Support services can help you discover and utilize advanced features in Salesforce that you may not be aware of. It can help you get more value from the platform.
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Salesforce frequently updates its features. Salesforce support services help you stay current with these changes.
Lacking reliable support for Salesforce can lead to numerous issues, including reduced productivity, data loss, and missed opportunities.
Why You Need Salesforce Support?
Do you have a Salesforce Account Executive, but is that enough to meet all your Salesforce needs?
Salesforce AEs mainly focus on sales and offer basic customer support. While they are familiar with the Salesforce platform, their primary role is to sell Salesforce products and services. They lack the necessary skills and resources to manage complex support issues or provide in-depth technical assistance effectively.
Based on your needs, we recommend hiring skilled Salesforce employees and supplementing them with experienced contractors. Codleo has a vast network of experienced Salesforce contractors who are always ready to support you.
Let’s take a closer look at the key benefits of working with contractors or agencies for your Salesforce support needs.
How to Boost Your Salesforce ROI
Salesforce is highly customizable. To achieve the best return on your investment (ROI) from this versatile tool, it's essential to have Salesforce experts assist with its use. Since Salesforce supports your business operations, it is necessary to create a clear plan that meets your company’s specific needs.
You can easily access robust reporting and analytics features with Salesforce support. These provide a clear picture of how well your company is performing in terms of marketing, sales, and customer behavior. You can make better decisions, hone your tactics, and maintain team coordination when you have the correct data at your disposal.
Your technology should support your business processes, not the other way around. A good Salesforce consultant will ask the right questions and review your current processes to ensure they work well with the tool. When you audit and improve your processes, it leads to smoother workflows and better teamwork across all departments.
Get Support from Certified Salesforce Experts
You can get top-notch support from Salesforce-certified experts. Instead of dealing with complex issues on your own, you will have a dedicated team ready to help you make the most of Salesforce.
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The list below shows the top 10 partners for Salesforce support services, divided into Offshore and Nearshore partners.
How to Choose the Right Salesforce Support Partner
Choosing the right Salesforce support partner is essential. A good partner will help you solve current problems and anticipate future ones. Here are some key things to consider when selecting a partner for Salesforce support services.
Onshore vs Offshore: Finding the Right Salesforce Support Model
Onshore Salesforce support means collaborating with a team located in the same country as your business, while offshore support comes from teams based in other countries, often where services are more cost-effective.
Onshore teams are familiar with local business practices and regulations, which ensures smooth integration of services. However, this advantage can come at a higher cost. Additionally, the talent pool may be smaller, which can affect the level of expertise available.
Offshore support teams can provide continuous service and resolve issues more quickly because they operate in different time zones.
Nearshore Salesforce Support Services
Nearshore Salesforce support services originate from teams located in countries near yours. This option gives you a balance between onshore and offshore support. You benefit from being nearby while also enjoying the cost savings and expertise that offshore services offer.
Nearshore Salesforce support services typically cost less than onshore services, while still offering significant savings. If you need face-to-face meetings, traveling to nearshore locations is easier and less expensive than traveling to remote offshore locations.
If your business needs ongoing, real-time communication with your support team while keeping costs under control, nearshore Salesforce support is a great option. Similar cultures and time zones can enhance teamwork and foster a more effective working relationship.
Codleo vs Consulting Partners
Companies often hear that Salesforce Partners are the only source for quality guidance and reliable execution. However, that is no longer the case.
There are times when it makes sense to use Salesforce Consulting Partners, but this is typically only for projects that require a team of 10 or more Consultants working simultaneously. More often, stakeholders should consider hiring a small team of Independent Consultants instead of turning to Firms.
Codleo was created to meet a real need: to provide access to Salesforce Consultants similar to those from a Partner, but at a lower cost.
The Role of Salesforce Consulting Partners
Salesforce Partners have a specific way of working with you to complete tasks. It is a key part of their business model.
Finish the Work and Step Away
Their business focuses on delivering projects efficiently, allowing them to manage their workload and initiate new projects. You also want the work done quickly, but it must be done correctly before they finished. If the Partner has another project ready for their Consultants, the final steps can feel rushed.
Many Partners do not have a cost-effective way to help you after you go live. They either charge very high rates for access to a consultant or provide you with everything you need and leave you to figure it out on your own.
Every Deliverable is Defined in Advance
We start the project by outlining it thoroughly with our Partner. We also set a clear timeline for when each part will be completed.
Project planning is essential for success, but it leaves little room for flexibility. As you discover new information, adjust some of your original plans accordingly. However, working with partners can make this task more challenging.
Partners Execute 100% of the Work.
You might have a skilled Salesforce Administrator or Developer on your team who would enjoy working on this new project. It would help them gain experience and reduce project costs. However, Consulting Partners prefer not to approach projects this way.
They want to assign a whole team to the project and make as many Consultants billable as possible to keep control. It means that regardless of the expertise within your company or the team member who needs Salesforce experience, the Partner will assign as many of their consultants to the project as possible. It will increase the overall cost and make it more challenging to transfer knowledge during the go-live process.
Working with Partners Can Be Costly
The typical bill rate for a Consultant charged by a Partner ranges from $200 to $350 per hour.
Salesforce Consulting Partners often justify their high prices by saying that quality costs more. However, this is mainly due to their significant overhead expenses. On the other hand, Independent Salesforce consultants typically charge lower rates, usually between $100 and $175 per hour.
Don't be misled—Independent Salesforce Consultants have the same level of experience as the Consultants from a Consulting Partner. Many of these Independent Consultants previously worked at a Partner!
Codleo vs. Consulting Partners: Who Should You Hire?
The Partner approach is most effective for large-scale transformation projects. It involves a team that focuses on strategy, improving business processes, and system work, with more than 10 consultants working together simultaneously.
It's helpful to have one vendor in charge of managing all tasks and keeping everything organized.
Consider hiring Independent Consultants for projects that need fewer than 10 Consultants, especially if you only need a team of 2-3.
You can take a focused approach to hiring by bringing on only the experience you need. Additionally, work with someone who will be available to you even after the project is completed.
Why Codleo
Our approach gives you the best of both worlds. You get the expertise of a consulting firm and the teamwork of a full-time employee. Plus, you can save money like you would with a freelancer.
Codleo has years of experience in building Salesforce teams and collaborating with trusted partners worldwide. By partnering with us, you gain access to a vast network of pre-vetted Salesforce consultants with proven expertise from some of the most respected consulting firms in the industry.
We have the most extensive Salesforce knowledge base and can help you find the right team for any project.
Salesforce Support: Costs and Pricing Structures
Businesses typically offer a range of pricing options for Salesforce support services. Depending on your needs, you can choose a fixed-price contract, establish a monthly retainer, or work on an hourly basis.
Hourly Rates
Hourly rates mean you pay for Salesforce support based on the number of hours the service is used. The main benefit is that you only pay for the time you need, which can save you money for short-term or occasional projects. However, costs can increase quickly if you need ongoing support. Budgeting for these services can also be tricky because your total expenses may change each month.
Monthly Retainers
With a monthly retainer, a set amount of support services is paid for each month. Because you know exactly how much you will spend each month, this model aids in budgeting. It is a suitable option for businesses that require regular support and want access to guaranteed resources. However, if your support needs change a lot, you might end up paying for hours you don’t use during slower periods, which can be less cost-effective.
Fixed-Price Contracts
No matter how long it takes to complete a project or service, you pay a set amount under fixed-price contracts. It enables you to maintain your spending plan without being concerned about unforeseen expenses. It also motivates the service provider to work efficiently since their payment does not depend on the hours they work.
This model may be less adaptable if your project scope changes and might not be the best choice for ongoing Salesforce support services.
Not sure where to begin? Book a call with Codleo or list a project.
How to Choose the Right Salesforce Support Partner
Choosing the right Salesforce support service partner is essential. Here’s how to select the best one.
Assessing Your In-House Salesforce Knowledge
If your in-house team is experienced, you can choose to keep decision-making in-house and use offshore or nearshore resources for execution. However, working with a Salesforce support partner instead of independent Salesforce consultants can be costly. The hourly rate for a partner can be two to three times higher than what you would pay to hire Salesforce consultants directly.
Defining Clear Salesforce Goals
Having clear goals is essential, just as having a strong team of managers is. It means you might not just want a strategic partner, but one who can also deliver results. Your Salesforce partner should possess strong production skills and have a versatile team at a reasonable hourly rate. Finding this can be challenging, but it's not impossible. If budget isn’t an issue, then the partner should be able to help you reach your Salesforce and business goals.
Choosing the Salesforce Product That Fits Your Needs
Finding an expert in the specific area you need is crucial. Many offshore and nearshore partners claim to be experts in all Salesforce products, but that's not true. A best Salesforce partner usually specializes in one or more products. Make sure the partners you consider are knowledgeable, experienced, and skilled in the specific Salesforce product you are using.
Here are some comparative guides on partners by Salesforce product:
Budget Considerations
Salesforce partners can be expensive. If you have a limited budget, consider hiring Salesforce support contractors. You can start with one contractor or build a team to help with your needs. An independent contractor or consultant can save you around 60% on hourly rates compared to those of a partner. They can also work closely with your team, making it easier to align their decisions with your company's needs.
Common Challenges in Salesforce Support and How to Overcome Them
Salesforce support services can be difficult, but with the correct strategy, you can overcome these difficulties. The following are some typical problems that companies encounter and solutions for them:
Solving Integration Challenges with Expert Help
Integrating Salesforce with other systems, such as your email or accounting software, can be complex and time-consuming. If you don’t integrate properly, you could end up with data inconsistencies, duplicate entries, or even lose vital information.
Experienced Salesforce support teams can efficiently and effectively handle integration issues. They ensure that data moves correctly between your systems. They can handle integrations, letting you concentrate on your core business without technical concerns.
How to Handle Data Migration Issues
Migrating data is a common challenge when using Salesforce. Transferring data from an old system to Salesforce can be challenging due to risks of data loss or corruption. If you transfer customer records from an old CRM system to Salesforce, you may face problems like incompatible data formats or missing fields.
Salesforce support professionals ensure your data migrates to Salesforce safely and accurately. They manage the technical details, accurately map your data, and test everything to ensure it works properly.
Customizing Salesforce to Meet Business Needs
Customization is necessary because each business has its own processes and needs that standard Salesforce setups may not fully meet. By creating custom dashboards, automating specific tasks, or integrating with other tools your business uses, customization helps Salesforce work precisely as you want it to.
You can get assistance with customizations from Salesforce support service partners. They can create solutions that support your objectives and are aware of your company's needs.
User Adoption and Effective Training
Getting all users to embrace and utilize Salesforce effectively is one of the primary challenges. Even the best Salesforce setup will fall short of its full potential if it is not adopted correctly. Employees may resist change or struggle to use the new system, leading to underutilization and missed opportunities.
Some Salesforce support services provide tailored training programs to ensure all users are comfortable with the platform.
Conclusion
Choosing the right Salesforce support partner in India is crucial for your CRM success. It helps you maximize the value of your investment in Salesforce Support Services. Here are some essential points to consider when making your choice.
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FAQ
The cost of Salesforce support services depends on the role and level of expertise required. A Salesforce consultant usually charges between $100 and $140 per hour. The exact rate will depend on the specific needs and scope of your project.
When comparing Salesforce support partners in the USA and India, consider cost, time zone differences, ease of communication, and expertise. US partners may gain a better understanding of local practices, while Indian partners often offer more affordable services, a larger talent pool, and 24/7 support.
Response times from a Salesforce support partner can differ. Most offshore Salesforce support partners operate in various time zones and offer support around the clock.
Some people can handle it themselves. However, you might be better off hiring a Salesforce Developer who specializes in custom development.
Salesforce support services offer daily assistance and maintenance for your platform, while Salesforce consulting services provide strategic guidance for setup, customization, and optimization to maximize its potential. Salesforce support specialists can also offer consulting services, but these must be agreed upon before any work commences.
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