This document introduces Service Management, a company that provides Salesforce support services. They have over 10 years of experience helping organizations transform with Salesforce, with a team of 100+ UK-based employees. They have 308 Salesforce certifications and expertise across industries. Service Management provides ongoing support, continuous improvement, roadmapping, and other services to help customers maximize their Salesforce investment and ensure they have the skills needed. Customers benefit from improved adoption and a flexible delivery model. Their services include regular reviews, a dedicated team, and support for whatever customers need from Service Management.

1. WELCOME
we are
Service Management
Making the most of Salesforce

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. SERVICE MANAGEMENT
SERVING OUR CUSTOMERS IS AT THE HEART OF OUR BUSINESS
43 SERVICE
MANAGEMENT
CUSTOMERS
18 DEDICATED
CONSULTANTS
INDUSTRY
SPECIFIC
EXPERTISE

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. WHAT WE DO
What we do is built on your needs
BAU
SUPPORT
CONTINUOUS
IMPROVEMENT
MINI-
PROJECTS

6. WHAT WE DO
What we do is built on you getting return on your investment
ROAD
MAPPING
INNOVATION &
INSIGHT
RELEASE
MANAGEMENT

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. 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. 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. 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. 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. 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. 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. 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. YOU’LL BE IN GOOD COMPANY

16. Thank You
Get in touch: info@brightgen.com