Managed Services
Keep Salesforce stable, current and improving after go-live
One team for administration, production support, enhancements and releases, working from a governed backlog so Salesforce keeps pace with the business.
Buyer challenges
What happens after go-live without a plan
Growing backlog
Enhancement requests wait with no agreed priority.
Incidents handled ad hoc
Issues are fixed, but causes are not found or recorded.
Salesforce releases
Platform updates arrive several times a year and need checking.
Access drift
Permissions grow over time and are rarely reviewed.
Single points of knowledge
One administrator holds knowledge no one else has.
Technical debt
Workarounds pile up and slow every new change.
Continuous operation
Run, support, enhance, release, monitor, optimize
One team for administration, production support, enhancements and releases, working from a governed backlog.
Run
Administration as a service and production support, with incidents and problems managed and root causes recorded.
Support
Every request logged, triaged and assigned, with status visible to your team.
Enhance
A prioritized enhancement backlog with agreed priorities and change management.
Release
Release readiness with regression testing before each deployment, and checks on each Salesforce release.
Monitor
Monitoring of integrations and jobs, and periodic user access reviews.
Optimize
Technical-debt remediation, performance tuning, user enablement and continuous improvement, including Agentforce content and test upkeep.
Value pillars
Run, change, protect and improve
Run
Administration as a service, production support, and incident and problem management, with root causes recorded.
Outcome areaA stable org and fewer repeat issues.
Change
A prioritized enhancement backlog, change management, and release readiness with regression testing before each deployment.
Outcome areaSteady delivery of the changes that matter most.
Protect
User access reviews, permission clean-up, monitoring of integrations and jobs, and checks on each Salesforce release.
Outcome areaAccess and integrations kept under control.
Improve
Technical-debt remediation, performance tuning, user enablement and continuous improvement, including Agentforce content and test upkeep.
Outcome areaA platform that gets easier to use and change.
Operating rhythm
How the service runs
Frequencies are set in the service agreement. This is the shape of the work.
Every request
Logged, triaged and assigned, with status visible to your team.
Each release cycle
Backlog review, priority agreement, testing and deployment.
Each Salesforce release
Release notes reviewed, impacts tested, changes planned.
Periodic review
Service report, access review, debt review and improvement plan.
Scope
What a managed service can include
Scope is selected to fit your team. Not every service uses every item.
Administration
Production support
Change
Quality
Access and monitoring
Enablement
Agentforce opportunities
Keeping agents accurate after launch
Content upkeep
Knowledge and instructions updated as products and policies change.
Test re-runs
Agent scenarios re-tested after each change and Salesforce release.
Trace review
Conversations and actions reviewed to find gaps and tune behavior.
Business use cases
Managed services use cases
Post-go-live stabilization
Problem
A new release creates a spike of issues and requests.
Approach
Hypercare, triage, fixes and a cleared backlog before steady-state support.
Value drivers
Users confident in the new system.
Governed enhancement backlog
Problem
Requests arrive from many teams with no agreed order.
Approach
One backlog, agreed priorities and a release calendar.
Value drivers
Visible progress on what matters most.
Access and release hygiene
Problem
Permissions drift and Salesforce releases go unchecked.
Approach
Periodic access reviews and release impact testing.
Value drivers
Fewer surprises, controlled access.
How it starts
From health review to steady service
Managed services is the last step of the lifecycle, and can also start on its own with an org health review.
Start 1Assessment
01 Discover
Why change now?
OutputOpportunity brief
02 Assess
What is the current-state gap?
OutputAssessment and target state
03 Prioritize
What should move first?
OutputRoadmap and business case
Start 2Focused proof
04 Prove
Can value be shown safely?
OutputValidated POC and decision evidence
Start 3Transformation
05 Transform
How does it reach production?
OutputProduction solution
06 Stabilize
How is go-live risk controlled?
OutputStable operations
Start 4Managed optimization
07 Optimize
How is value sustained?
OutputGoverned improvement backlog
Larger changes
When a request grows into a project, it moves to a scoped implementation with its own plan.
Managed services questions
Coverage hours, response targets and escalation paths are agreed in the service agreement, based on your operating needs.
Yes. We start with an org health review and knowledge transfer before taking on support.
Yes. Managed services can include content upkeep, test re-runs and trace review for agents in production.
Through a shared backlog and regular service reports agreed at the start of the service.