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Many businesses worldwide use Salesforce CRM to help them grow. An IT team, including Salesforce administrators, manages the CRM. However, as a company expands, it needs more support and capabilities for its Salesforce system. The team also faces more complex problems during maintenance. A single administrator or a small team often cannot handle these demands. It is where Salesforce Managed Services comes in. These services offer a flexible way to maintain and support Salesforce, helping you get the most from your investment without hiring additional staff.
Introduction to Managed Services
Salesforce Managed Services refers to outsourcing certain company functions or processes to improve operations and reduce costs. This approach leverages external support to manage a specific department or area. In the past, companies often used a break/fix repair model, fixing problems only when they occurred. While this helps address immediate issues, it usually leads to lost productivity and revenue because it doesn’t prevent future issues. As a result, the break/fix model is less effective in today’s business world.
Managed Services offer a better solution by taking a proactive approach to problem-solving. They focus on preventing issues before they happen, especially for complex problems that current teams may struggle to handle. By identifying risks early and creating solutions, Managed Services help keep business operations running smoothly.
What are Salesforce Managed Services?
Salesforce Managed Services provides support to maintain and improve Salesforce solutions in a company. These services include implementing new features, updates, customization, enhancements, and service support. The goal is to identify and fix issues early that could harm business operations or customer relationships with Salesforce CRM. A team of specialists, known as Salesforce Managed Service Providers, focuses on delivering tailored solutions to each organization's specific needs. This support allows businesses to focus on their core products and services while Managed Service Providers handle daily updates, security checks, and other administrative tasks.
What is included in Salesforce Managed Services?
When a business invests in Salesforce Managed Services, it can access a range of helpful services, benefits, and resources. These include:
Consulting
Consulting focuses on meeting customer needs and providing personalized solutions. It offers clear strategies that account for the unique goals of customer service, marketing, sales, and more. Salesforce consulting services involve these main tasks: defining the business goals that Salesforce CRM will support; linking those goals to Salesforce features; recommending the best edition or version of Salesforce; designing sales, customer service, and marketing processes in Salesforce Sales, Service, and Marketing Cloud; and creating a smooth user adoption plan.
Application Development and Customization
Salesforce offers solutions tailored to reports, email templates, custom workflows, and more. This customization ensures that the solutions fit the needs of live business processes. Additionally, they develop custom applications to meet specific internal business needs.
Implementation
A unique Salesforce solution meets all the services we agreed on. It ensures we fully address your business's specific needs.
Integration
Customers can use integration services to connect their Salesforce solutions with third-party systems. It provides a smooth, complete experience across all contracted systems.
Optimization
Optimization helps us make the best use of our Salesforce solution. We continuously improve the solution to keep pace with organizational changes. This process simplifies workflows and boosts staff productivity, thereby improving the user experience.
Maintenance Support
You will receive regular support for your Salesforce solution. Salesforce Managed Services help you save time on administration by improving workflows, while service providers make updates to keep your Salesforce solution current as your business changes. We provide training on both custom features and default functionalities to ensure your company gets the most from Salesforce.
Advantages of Salesforce Managed Services
Effortless Management
Salesforce Managed Services help address challenges across sales management, data management, and more. These services identify specific business issues and resolve them quickly, helping you avoid losses and keep your business running smoothly.
More Efficiency
The services save you money and deliver reliable results. When you sign up for these services, you can make a wise investment and reduce costs, since a full-time Salesforce team is not expensive and delivers results that meet your business needs.
Less Burden for the IT Team
Salesforce effectively identifies and manages IT risks. You don’t need to hire a specific IT professional to fix IT issues. Salesforce monitors your company's IT network, enabling your IT team to focus on improving processes and expanding other vital areas of the business.
Increase in Sales
Salesforce services are essential for increasing sales and improving revenue. You can rely on Salesforce rather than hiring an in-house team to handle issues. Salesforce Managed Services efficiently handles basic tasks but leaves room for improvement in other areas. By effectively managing data, you can identify weaknesses within the company and save time on operations, resulting in better outcomes.
Availability
Salesforce gives your business round-the-clock access to a professional. If a crisis occurs, you can reach a professional with a single call. Since everything is managed remotely, availability issues rarely arise. It helps your company set clear goals and quickly resolve problems.
Accessibility
Managed services ensure you can easily access all documents and get the proper permissions when needed. They help you identify what is working well and what is not in your company. Employees can use information collected by analysts to improve their performance. Salesforce Managed Services also makes it easier to monitor job positions, conversations, emails, and more, helping to prevent any disruptions.
Up-to-date Functionality
When your company spends time on problems that an outside expert could solve, it loses valuable time and resources. Salesforce managed service providers help you save time and energy so you can focus on sales and marketing strategies. It strengthens your market presence and enables you to stay ahead of competitors.
Case in Focus
A large US supplier of promotional products improved its customer service by using Salesforce CRM to manage inquiries. The client experienced high volumes of customer queries, resulting in overload and escalations. Codleo helped the client identify the issues and proposed a multi-cloud solution using Salesforce.
The Guide to Choosing a Salesforce Managed Services Provider
Salesforce is a powerful platform, but to get the most out of it, you need ongoing support, updates, and expertise. Not every company has the resources or wants to manage Salesforce on its own. It is where Salesforce Managed Services comes in. This service allows you to hire an external provider (called a Managed Services Provider or MSP) to handle important Salesforce tasks. Instead of having full-time staff, you get a team of Salesforce experts who keep your CRM running smoothly and make improvements. Companies of any size use managed services to get more out of Salesforce. Smaller businesses can tap into Salesforce expertise they may not have on staff, while larger organizations can handle complex systems and cross-departmental integrations. A Salesforce MSP acts as part of your team, offering the knowledge and support to keep your Salesforce setup running smoothly and in line with your business goals.
Next, we will discuss the key benefits of using a Salesforce Managed Service Provider (MSP) and how to choose the right provider for your needs.
Key Benefits of Using a Salesforce Managed Service Provider
Choosing a Salesforce managed services provider (MSP) offers many benefits over managing Salesforce in-house or with a small team. Here are some key advantages an MSP can offer:
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Access to certified expertise: A good Managed Service Provider (MSP) has a team of certified Salesforce experts, including admins, consultants, and developers, to support your organization. It means that whenever you have an issue or need a new feature, someone with the right skills is available. You’re not relying on just one person’s knowledge. The MSP's team works with Salesforce every day, so they are up to date on the latest platform updates and best practices.
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Cost-effective solution: Hiring and keeping full-time Salesforce specialists can be costly. Salesforce managed services often operate on a subscription or pay-as-you-go basis, helping you manage costs. This approach eliminates costs such as recruitment, training, and employee benefits. You receive high-level service only when you need it, without incurring downtime costs. Many companies find this more cost-effective, especially as their Salesforce support needs evolve.
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Continuous support and improvement: A Salesforce Managed Service Provider delivers ongoing support rather than assistance with one-time projects. In addition to resolving issues, they monitor your Salesforce system, perform regular health checks, and recommend continuous improvements. For example, an MSP may automate manual sales processes or periodically clean your data. This consistent support ensures your CRM operates efficiently, enhances user satisfaction, and enables faster responses to support requests, with experts available to address issues or implement changes promptly.
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Scalability and flexibility: As your business grows or your needs change, a managed services provider (MSP) can easily adjust to fit them. If you need to introduce Salesforce to a new department or add a new Salesforce product, the MSP can provide more resources or specific skills. During slower times, you can scale back. This way, you are not limited by a small internal team. You also have flexibility with skills—if you need a Salesforce Marketing Cloud expert for a campaign, the MSP can provide one quickly, whereas hiring internally would take more time.
Many companies choose a managed services provider for its benefits. To gain these advantages, it’s essential to select the right Salesforce partner. Not all Salesforce MSPs are the same. In the next section, we will provide guidelines to help you assess providers and find the best one for your organization.
Criteria for Choosing a Salesforce Managed Service Provider
When choosing the best Salesforce managed services provider, keep these evaluation criteria in mind:
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Salesforce expertise and credentials: Check that the provider has a strong team of Salesforce experts. Please find out how many certified Salesforce professionals they have and their areas of expertise (Admin, Sales Cloud Consultant, Service Cloud, Developer, etc.). A top-quality managed service provider (MSP) should have all the skills you need. You want experienced professionals who know Salesforce well.
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Service offering alignment: Ensure the MSP’s services meet your needs. Some providers focus on administration and basic support, while others offer full development, integration, and training services. Look for a one-stop shop that can handle most of the tasks you need in Salesforce, so you won’t have to hire another vendor for special projects later. For example, if you plan to integrate Salesforce with your ERP or marketing platform, verify whether the MSP supports that capability. The best providers offer complete services, from daily admin to complex enhancements.
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Support model and SLAs: Examine how the managed service provider (MSP) provides support. Do they offer help 24/7 or just during business hours? Look at their guaranteed response and resolution times, often referred to as SLAs. Top MSPs provide dedicated support with clear SLAs and may assign you a dedicated account manager. Ensure their support hours and response times align with your business needs. If your teams work around the clock or in different time zones, you will need an MSP with 24/7 support. Ask how you can contact them, such as through a ticket portal, phone, or email, and find out how they handle urgent issues. Also, ask how you can reach them (ticket portal, phone, email) and what their procedures are for handling critical issues.
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Proactivity and advisory capability: A good managed service provider (MSP) should not only respond to your issues but also take action to improve your Salesforce management. Check if your provider regularly evaluates your organization’s health or offers optimization reviews. Do they inform you about new Salesforce features or best practices that could help your organization? The best providers do more than respond to requests. They act as advisors, offering updates and new ideas. For instance, they might review how you use Salesforce and suggest automating tasks to save time or creating a dashboard to improve visibility. This helpful approach is what sets top MSPs apart.
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Scalability and flexibility: When choosing a Managed Service Provider (MSP), think about how they can grow with you. If you double your Salesforce users or add new Salesforce products, can they keep up? The provider should have the skills and capacity to meet your changing needs. The best MSPs offer solutions that adapt to your business rather than locking you into a limited plan. Flexibility also applies to contract terms—look for options to change your level of service as necessary, so you don't end up stuck in a long-term contract that may not fit your needs.
By assessing potential providers against these criteria, you can create a shortlist of the most qualified Salesforce managed service providers.
How Do You Really Know If a Managed Service Partner Is Right for You?
Choosing a managed service provider is more than just getting someone to handle Salesforce. It’s about finding a partner who makes your life easier, not harder.
Here are some key differences you’ll notice when you compare an average provider to a reliable one.
It Starts With People, Not Just Certifications
Some providers have one or two certified people managing everything. It might work at first, but as your Salesforce setup grows, problems will arise.
A strong partner provides a team of skilled professionals who manage complex organizations, integrations, and custom needs. This way, you can avoid learning through trial and error.
Support When You Actually Need It
Salesforce problems can arise at any time. Sadly, some providers are only available during office hours.
A reliable partner provides quick responses and support that is available all day, every day. This way, when something breaks or users encounter issues, help is available immediately rather than the next day.
Fixing Problems vs Preventing Them
There is a significant difference between preventing problems before they occur and reacting to them after they occur.
Basic support typically starts when problems arise. A better partner monitors your organization, conducts regular health checks, and improves performance quietly in the background — often before users notice any issues.
Beyond Simple Admin Tasks
If you only need basic administrative help, many providers can assist you. However, if you want Salesforce to support your business goals truly, you need someone who can manage custom development, integrations, enhancements, and user training—not just resolve issues.
Can They Grow With You?
As your business grows, your Salesforce needs will change, sometimes quickly. A small team can struggle with a larger workload. A dependable partner can provide additional support quickly, whether you are launching a new feature, adding users, or expanding Salesforce across more teams.
Do They Advise You — or Follow Instructions?
Some providers only do what you ask and nothing more. A good partner, however, asks questions, offers suggestions, and shares best practices. They help you plan for the future and get more value from Salesforce over time, not just keep it running.
The best managed service providers (MSPs) do more than keep your systems running. They act as partners in your success with Salesforce. When evaluating potential providers, assess how they compare to the best in the industry. If a provider meets most of the top standards, you can trust their ability to help you.
Checklist for Selecting Your Salesforce Managed Service Provider
Use this simple checklist to choose a Salesforce managed services provider:
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Define your needs: Write down what you want from a managed service provider (MSP). Include support hours, types of tasks, skill levels, and specific Salesforce products you need. Clearly stating your expectations will help you find providers that meet your needs.
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Check their credentials and experience: Ensure the provider has certified Salesforce professionals and a strong track record with organizations similar to yours. Ask for client case studies or references to verify their experience and results.
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Check the provider’s support commitments. Review their service-level agreements (SLAs) to see how quickly they respond to and resolve issues. Ensure their support hours align with your business needs. It's essential to have clear expectations about how fast you can get help and how they will handle problems.
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Effective communication is essential when the MSP’s team works with yours. They should understand your business well and be easy to collaborate with. It’s a good idea to have an initial call or trial period to see how well they work with your staff.
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Compare pricing and services: Review the pricing plans and assess the value each Managed Service Provider (MSP) offers. A slightly higher price might be worth it for better expertise or quicker service. Check the contract terms as well. Is there room to adjust your plan or leave if needed? Try to avoid getting locked into a long-term contract that doesn't offer flexibility.
Using this checklist will help you make a balanced decision by considering both technical skills and practical business needs.
Common Pitfalls to Avoid
When you choose and work with a Salesforce MSP, watch out for these common problems:
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Choosing a provider based only on price can be risky. If the cheapest option lacks experience or resources, it may not solve problems quickly or correctly. It could lead to more costs due to lost productivity. Instead of focusing solely on price, think about the expertise and quality of service you are receiving.
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Unclear scope and expectations can lead to problems with the Managed Service Provider (MSP). If you don’t clearly define what the MSP will do, you might miss out on essential services. For example, don't assume the MSP will provide user training or strategic advice if you didn’t talk about it. Be sure to spell out responsibilities, deliverables, and response times in the contract. Clear expectations now can help avoid frustration down the road.
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Always check references or reviews. When choosing a Managed Service Provider (MSP), think of it as hiring a new team member. Skipping a careful review could lead to missing vital warning signs, such as unreliable service or a lack of expertise.
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Ensure the MSP adheres to your security protocols. Don’t assume they will automatically meet your industry’s compliance needs. If you have specific data security or regulatory requirements, like GDPR or HIPAA, verify that the provider understands and can comply with them. Ignoring this can cause serious problems if data is not handled correctly.
Being aware of these common mistakes can help you avoid problems and make your partnership with your provider go more smoothly.
Businesses That Benefit from Salesforce Managed Service Providers
A good Salesforce Managed Service Provider (MSP) can greatly benefit businesses. Here are a couple of examples of how they have helped:
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A mid-sized tech company that didn’t have a Salesforce team engaged a managed service provider (MSP) to support Sales Cloud. The Salesforce Managed Service Provider made the company’s Salesforce setup better and automated key workflows. As a result, more people began using the system, and the company derived greater value from its CRM. This example shows that small businesses can leverage expert support from an MSP to get more out of Salesforce.
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A large telecom company engaged Codleo, a Salesforce Managed Service Provider, to manage its complex multi-cloud environment. It led to a 12% improvement in customer support response time and the launch of new self-service features. The MSP also helped the company expand its resources and expertise, which would have been difficult for an in-house team to achieve independently.
These examples show how different businesses use Managed Service Providers (MSPs) to fill expertise gaps, drive ongoing improvements, and enable their teams to focus on their core work.
In conclusion
Salesforce Managed Services provide an easy, effective way for companies to use Salesforce, whether they are new to Salesforce or have been in business for many years. These services help companies gain valuable insights to achieve success and prepare for the future. Additionally, they offer a cost-effective solution, allowing companies to avoid hiring a full-time employee and to outsource management tasks as needed.
Choosing the best Salesforce managed services provider is essential and requires careful thought. The right provider will be a trusted partner who helps keep your Salesforce system running smoothly. This way, your organization can fully benefit from the platform without worrying about day-to-day management.
A top Salesforce Managed Service Provider (MSP) will offer certified experts, flexible solutions, quick support, and continuous improvement for your business. This provider serves as an advisor rather than just a troubleshooter. They tailor Salesforce to your needs, so your team can focus on strategy and building customer relationships rather than on managing the system. Working with an experienced provider like Codleo can support your business growth with Salesforce.
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