Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Making the Most of Salesforce - with BrightGen Service Management

154 views

Published on

Summary Event Slides
December 2016

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Making the Most of Salesforce - with BrightGen Service Management

  1. 1. WELCOME we are Service Management Making the most of Salesforce
  2. 2. HELPING ORGANISATIONS TRANSFORM FOR 10 YEARS OUR CUSTOMER- FACING TEAM ARE ALL IN-HOUSE AND UK- BASED 100 PEOPLE AND GROWING SALESFORCE CERTIFIED TECHNICAL ARCHITECTS OUR WORK SPANS THE GLOBE 9 8. 9.85/10 CUSTOMER SATISFACTION SCORE 308 308 SALESFORCE CERTIFICATIONS Why you can trust us with your Salesforce Experience across the entire salesforce product suite
  3. 3. SERVICE MANAGEMENT SERVING OUR CUSTOMERS IS AT THE HEART OF OUR BUSINESS 43 SERVICE MANAGEMENT CUSTOMERS 18 DEDICATED CONSULTANTS INDUSTRY SPECIFIC EXPERTISE
  4. 4. COULD SERVICE MANAGEMENT BENEFIT YOUR COMPANY? I WANT TO DO MORE WITH SALESFORCE BUT DON’T KNOW WHERE TO START I WANT TO GROW MY BUSINESS I HAVE NO INTERNAL SUPPORT I INHERITED THE SALESFORCE PLATFORM WHAT’S EVEN IN THERE? I DON’T WANT TO RAISE A PO FOR EVERY SMALL CHANGE
  5. 5. WHAT WE DO What we do is built on your needs BAU SUPPORT CONTINUOUS IMPROVEMENT MINI- PROJECTS
  6. 6. WHAT WE DO What we do is built on you getting return on your investment ROAD MAPPING INNOVATION & INSIGHT RELEASE MANAGEMENT
  7. 7. WHAT WE DO What we do is ensuring you have the skills on hand for whatever you need PRODUCT EVALUATION WHATEVER YOU NEED… USER TRAINING
  8. 8. Payback on your investment Improved Salesforce experience & adoption Evolving solution ready for improvements and enhancements Consistent procedures and Best Practice solutions Platform guidance Innovation, suggested solutions, products and features A flexible delivery model without having to fund a project On call experts SEE THE BENEFITS
  9. 9. HOW DOES IT WORK • First step : the transition to Service • Quarterly hours for flexible use • Uplift model to absorb peaks • Firm control on service hours expenditure • Easy case management and communication routes • ITIL based processes • Formal SLAs for Incident and Change Impact Assessment
  10. 10. WHAT DO I GET? • Regular service reviews • A primary Technical Lead, Service Manager & Account Management • Continuous Improvement planning & Roadmap • Focus on Customer ROI • A segway into the BrightGen world of experts, when you need it • Support, changes, training, testing, enhancements, whatever you need
  11. 11. Customer success story Following an overhaul of their holiday property booking system, LMT had a fully integrated website, payment processing solution and Salesforce CRM LMT needed ongoing support and small changes to secure their new revenue generation - plus they had roadmap for more continuous improvements The BrightGen solution A pre- paid block of hours to manage quarterly releases of small to medium improvement Single point of contact for support helping with the management of third party suppliers Uplift facility to deliver medium sized projects
  12. 12. Customer success story The BrightGen effect Optimized Property Search - Improved and enhanced the property search facility by adding new search criteria and fields to improve user experience Salesforce Release Management - Help and support LMT through 3 releases per year, via our own webinar plus early sight and remedy of potential issues Salesforce Platform Migration - Helped and supported LMT through a seamless migration to an European data centre Lundy Ticketing Project- Replacement of LMT’s legacy booking and ticketing solution for Lundy Island ferry and helicopter crossings with a supported solution build on Visual Force Financial Force - Acted as trusted advisor, impact assessor and supported LMT during their project to implement Financial Force to replace their legacy accounting solution
  13. 13. Customer success story Having begun replacing a limiting Oracle based database with Salesforce in 2011 with the aim to achieve Single Supporter View, improved marketing and analytics and more efficient processes, Barnardos turned to BrightGen to replace their implementation partner in 2012. Barnardos needed to go live with their new set up quickly, and ensure ongoing support was available. They had 145 users across fundraising, finance and information services, and around 2 million customer records. The BrightGen solution Clear migration plan put in place A Quarterly allocation of hours, able to shift across months for ongoing work
  14. 14. Customer success story The BrightGen effect Timeline in progression: ● Go live & immediate aftermath - Service team fully managed all ‘immediate fixes’ ● Phase 2 - Continued support for urgent issues and gradual introduction of improvements and alterations ● Today - Most hours deployed for improvements rather than fixes. Time is available for internal knowledge transfer to Barnardos staff. Cases - c 5000 support cases raised in 2 years. Salesforce Release Management - Help and support Barnardos through the usual 3 Salesforce releases per year, via our own webinar plus early sight and remedy of potential issues. Also for additional Barnardos releases at various points of the year.
  15. 15. YOU’LL BE IN GOOD COMPANY
  16. 16. Thank You Get in touch: info@brightgen.com

×