On-demand support and On-going improvements - Service Management from BrightGen helps you make the most of your investment in Salesforce

1. WELCOME
we are
We will be starting the webinar shortly...

2. On-demand Support,
On-going Improvements
we are
Service Management from BrightGen
Helping you make the most of Salesforce

3. YOUR PRESENTERS
CLIVE PLATT
Head of Service
Management
JAMES BURGESS
Service Manager

4. • Who are BrightGen
• What is Service Management?
• Is Service Management for YOU?
• How does it work?
Case by Case
Tracking ROI
Being part of the Community
• Q&A
AGENDA

5. 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

6. SERVICE MANAGEMENT
SERVING OUR CUSTOMERS IS AT THE HEART OF OUR BUSINESS
50 SERVICE
MANAGEMENT
CUSTOMERS
20 DEDICATED
CONSULTANTS
INDUSTRY
SPECIFIC
EXPERTISE

7. 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

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

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

10. 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

11. HOW DOES IT WORK
• 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

12. WHAT DO I GET?
• Regular service reviews
• A primary Technical Lead, Service Manager & Account Manager
• Continuous Improvement Planning & Roadmapping
• Focus on Customer ROI
• A segway into the BrightGen world of experts, when you need it
• Support, changes, training, testing, enhancements
• Whatever you need!

13. CASE BY CASE
Requirement
Slick and easy process for existing customers to register interest in
a new development
Solution
A new mass email campaign that would enable existing customers
a single click way of registering interest
Benefit
● Collection of all interested contacts
● No risk of duplicates
● Effortless customer experience
● Automation saving hours of manual work
"BrightGen are very
knowledgeable and help
you think of the bigger
picture... this helps
longer term and ensures
that the solution will work
going forward and also in
conjunction with other
parts of the system…
BrightGen always work
over and above to make
sure any urgent items are
delivered and we have a
lot of trust in them."

14. CASE BY CASE
Requirement
Surface customer success stories and useful collateral creation to
help Account Managers sell
Solution
Success story links automatically created on Opportunity creation
and edit, with updates sent to Account Manager via email
Benefit
● Carrot driven Salesforce usage and adoption
● Higher sales success rate
● Scalable solution, easily rolled out to other sectors
"Working with BrightGen
is like having an
extension to our
existing team.
There’s always a friendly
voice at the end of the
phone, and no question is
too small.
BrightGen always ask the
right questions, paying
close attention to our
requirements and
advising different ways to
find a solution in easy to
follow terms.”

15. Reports & Dashboards

16. BrightGen Customer Community

17. Project success
The Service Management 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

18. Project success
The Service Management 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.

19. 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

20. 19
“Without the help of the BrightGen team, the Barnardo's CRM delivery would
have failed.
BrightGen are extremely professional and a pleasure to work with.”
Rohan Putter, Assistant Director
“BrightGen quickly got to grips with our complex requirements
and delivered a comprehensive & robust solution on time & on
budget. I am happy to recommend BrightGen because they
deliver!”
Michca Morris, IT Programme Manager
“We continue to have a good relationship with Brightgen and turn to
them for support in a number of areas - which is invaluable”
Rupert Frankum, Technical Project Manager

21. YOU’LL BE IN GOOD COMPANY

22. Questions?

23. Book a free Consultation

24. Thank You