Salesforce support after implementation
Your Salesforce has someone looking after it. Changes, fixes and user questions handled as they come, in whatever volume you need. No hire and no second implementation project.
What I do day to day
Configuration and automation
Fields, page layouts, validation rules, Flow, automatic assignment of leads and cases, email templates.
Code
Apex, Lightning Web Components, triggers, batch processing, custom REST APIs. Only where configuration is not enough.
Reports and dashboards
What management needs on Monday morning, without exporting to Excel. Pipeline, activity, lead sources.
Permissions and tidying up
Profiles, permission sets, accounts of former employees, the data sharing model, multi-factor authentication.
Data
Deduplication, imports, clean-up, migration from spreadsheets or another CRM. Rules so the mess does not come back.
User support
Questions from sales reps, small fixes, short how-to notes. Users write to me, not to you.
Salesforce releases
Three a year. I check what changes, what stops working and what is worth switching on.
Licences and costs
A review of who has which licence and whether they use it. Usually something can be handed back or swapped for a cheaper one.
Ways of working together
Quoted after a call, depending on scope. I bill for time worked.
A single change
A field, a report, an automation, a bug fix. Quoted up front, delivered within days.
A block of hours
Hours paid up front, used as needed over a few months. For companies that come back every few weeks.
Ongoing support
A monthly pool of hours, an agreed response time, a system review once a quarter. For companies that want someone on hand.
Alongside an implementation partner
They take the large projects, I take the day-to-day. We split the scope in writing.
How I take over a system
A call and a list of issues
What is broken, what is waiting, who uses the system. I gather it into one list.
Access on a separate account
A named administrator account you can switch off at any time. No shared logins.
A short review
The state of configuration, code and permissions. What risks an outage, what blocks work, what can be left alone.
The first change
Something small and visible from the list. You see how I work: backup, change, check, note.
A rhythm
We agree how you raise issues (email, form, Teams), how fast I respond and what you get each month.
What you get each month with ongoing support
- A list of changes made, with the time spent.
- A list of open issues and a proposal for what comes next.
- A note on the upcoming Salesforce release and what it means for you.
- Once a quarter: a review of permissions and accounts, licences, integrations.
- Documentation of changes in one place, on your side.
- Direct access to me for named people, without a ticket queue.
Questions about support
What is the response time?
For ongoing support we agree it in the contract, usually the next business day, with urgent issues the same day. For single jobs I reply within one business day and give you a date.
What if the system is in bad shape?
I start with a review and a prioritised list of things to fix. I do not rebuild everything from scratch. I fix what blocks your work.
We still have a contract with the implementation partner.
I can work alongside them: they take the large projects, I take the day-to-day. That is often how it looks.
Do we need extra licences?
Not for support. I work on an administrator account, which you usually already have. I also check whether you are paying for licences nobody uses.
How many hours a month does a small company need?
Usually 4 to 12. Fewer if the system is tidy and nothing is changing. More in the first months, while we catch up on the backlog.
Have Salesforce and a list of things that are waiting? Tell me what needs doing.
I reply within one business day. The first call is free of obligation.
Tell me what needs doing
Describe the problem or the list of things that are waiting. I reply within one business day with questions or straight away with a proposal.