How CRMIT can help you with Salesforce support services

47% challenges are connected with how CRM is supported. With the ever-changing customer demands and the challenges to find skilled resources, it is vital that you should maximize your capabilities of Salesforce to gain the greatest ROI. Enabling you with the day-to-day support and services you need for Salesforce, becomes critical to ensure that your customer experience strategies are successful.

Our team has deep expertise in a variety of industries. Your search for a reliable and cost-effective Salesforce support and maintenance services partner ends here!

ASAP – CRMIT Supported Support Models and Talent Availability

ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program, tailored to maintain and maximize the performance of all your CRM. The program ensures the long-term support and operation of critical CRM environment.

Remote Support Remote Support
  • Architects
  • Business Analysts
  • Configurators, Developers
  • Integration Consultants
  • Quality Analysts
  • UI / UX Designers
Near Shore Support Near-Shore Support
  • Business Analysts
  • Domain Specialist
  • Production Support
On Premise Support On-Premises Support
  • Customer Success Managers
  • Architects & Business Analysts
  • Developers & Testers
  • Integration Consultants

Tiered Support Workflow

Customer Support
Issue noticed
Customer service available via call / chat
Provide support & record first hand info
Investigate cause
Issue resolved / alternate way out
TIER 1
CSM
Root cause diagnosis by production team
Fix / alternate way out
Issue resolved
TIER 2
ENGINEERING TEAM
Coordinate with product team / developers
Patch deployment
Record design level inputs
Update
Issue resolved / ticket closed
TIER 3

Support Team Composition & Responsibilities

Fix, Test and Deploy Bugs / Enhancements

Acts as a SPOC for the entire support period

Ensures strict adherence to SLA’s

Coordinates with the internal / external team to identify talents to work on the issue based on the type of issue raised

First level of escalation

Manages and oversee the support engagement and provides necessary inputs to the team especially in the case of critical and high issue raised

Prepares and shared the monthly status report

Participates in Support Review Calls

2nd level of escalation

Acts as the Voice of Customer

Ensures achieving a high degree of Customer Satisfaction for the engagement

Annual Support Maintenance Plan

Bronze

Up to 100 Users

100 Hrs

[4 – 8 – 12]*

Remote Support (Email / Web tools)

Access to Web Support Knowledge Base & Technical Bulletins

Access to SPOC including Salesforce domain expertise

Annual Salesforce Health Check Program

Discounts on training programs

Periodic review of technical configurations, integration and upgrades

Support Delivery Model

Offshore

Active Customer Distribution

29%

* - Target Response Time (in hours) [High – Medium – Low]

Silver

101 - 200 Users

150 Hrs

[3 – 6 – 10]*

Remote Support (Email / Web tools)

Access to Web Support Knowledge Base & Technical Bulletins

Access to SPOC including Salesforce domain expertise

Annual Salesforce Health Check Program

Discounts on training programs

Periodic review of technical configurations, integration and upgrades

Support Delivery Model

Offshore

Active Customer Distribution

29%

* - Target Response Time (in hours) [High – Medium – Low]

Gold

200+ Users

250+ Hrs

[2 – 4 – 8]*

Remote Support (Email / Web tools)

Access to Web Support Knowledge Base & Technical Bulletins

Access to SPOC including Salesforce domain expertise

Annual Salesforce Health Check Program

Discounts on training programs

Periodic review of technical configurations, integration and upgrades

Support Delivery Model

Offshore

Active Customer Distribution

29%

* - Target Response Time (in hours) [High – Medium – Low]

Salesforce support and maintenance services

Our Salesforce support services plans work tirelessly and smartly to ensure that our clients fulfil their business objectives.

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