A flawless implementation of Salesforce is one thing. Making the application work optimally is something else. This calls for a proactive management approach. Marc François, Service Delivery Manager at Nextview Consulting, explains how Nextview takes Managed Services to the next level: “There are so many opportunities to optimize. The customer is not always aware of that.”
With years of experience as a Salesforce consultant, Marc François knows the pitfalls like no other. In the implementation of Salesforce, he sees two: customers are hesitant to let themselves be guided by the power of the new application, or its administration is underestimated. In the first case, opportunities stay unused — a risk Nextview tackles with its Design-led approach.
“Often, there is a gap between the capacity required for optimal administration and the in-house capacity at the customer. If you leave it that way, the chance of disruptions is high.”
In the second case, the administration does not offer the advantaged it could. Marc: “Often, there is a gap between the capacity required for optimal management and the in-house capacity at the customer. If you leave it that way, the chance of disruptions is high.” Over the course of time, applications grow more expanded and complex, and the customer has to deal with changing circumstances. “New customer groups are added, new technologies arise on the market. If you stand still in such circumstances, you basically go backwards.”
Nextview therefore introduces a proactive approach to management: Nextview Managed Services. A partnership with our customers to think along and make optimal use of the system’s possibilities. Marc: “There are so many possibilities to optimize. For example, Salesforce releases new features three times a year. On Friday you log out, on Monday you’re automatically in a new version with al kinds of new functionalities. The customer is not always aware of that.”
The same accounts for functionalities that will soon disappear. “Such modifications are announced, but they are hidden in a 400 page document. As a customer, you don’t always see them. We scour these documents. We know which modifications are interesting for which customer. This way, we can deliberate timely and stay ahead of any difficulties.”
Backed by a whole team
This proactive approach is in stark contrast to the usual way of administration. “Traditionally, there is a ‘you ask, we serve’-mentality. The systems’ administrator makes sure all applications run. In case of difficulties, the customer logs a ticket and Managed Services deals with the problem”, Marc says. But proper management is more than ‘keeping the light on’.
“Managed Services offers customers security and ongoing optimization. This way, we gain even more value from the platform.” — Marc François
“With some customers, you see the same notifications coming in over and over. We can check whether something structural is going on. Or we ring the alarm bell when you approach your data limit. Sometimes, customers unknowingly put a lot of data in the system. When noticed too late, there is very little time to fix that. We can keep an eye on the trend. Should a problem arise, there is a whole team of experts ready to fix it.”
Customers whose Salesforce-implementation has been taken care of by another partner can also ask Nextview for Managed Services. “Together, we will discuss the matter to ensure a nice handover. Proper communication is important, with existing clients as well. Although we are backed by a complete team, we think it’s important our customers have a regular contact person nearby.”
With Nextview Managed Services, the client takes out a tailor-made subscription. “What the subscription exactly looks like depends on the complexity of the environment and the in-house skills.” With the subscription, customers are ensured of the best service for a fixed amount per month. This goes beyond the administration Salesforce takes care of itself. “Salesforce only manages its own infrastructure. You have to take care of everything else yourself. With this service, we unburden or customers. We offer them security and ongoing optimization. This way, we gain even more value from the platform.”
Do you want to learn more about our Managed Services? Connect with Marc François