Support Plans to Ensure Your Salesforce Success

Posted in: Blog
By: Damaris Eustice

Whether your nonprofit just began its Salesforce journey or has managed its programs on the platform for years, what is one of the most reliable ways to ensure ongoing success?¬† Provide your Salesforce users and in-house administrator with access to resources and specialists who can help along the way. Too often, organization leaders managing large technology projects don’t think past the initial roll-out of a new system. But a relatively small commitment after launch can exponentially increase your return on investment and support user adoption.

Are you Release-Ready for Success?

Ongoing support from certified Salesforce consultants is an integral part of any strategy for long-term success. One of the many benefits of Salesforce’s cloud technology is its constant evolution. Salesforce pushes updates nearly every two weeks and major seasonal releases three times a year (Winter, Spring, Summer). With a Customer Success plan, your nonprofit can leverage experts steeped in the latest product and platform innovations.

For example, the seasonal Salesforce release Winter ’20 includes a rollout to the Lightning Experience for longtime Salesforce users who are still operating with the Classic interface.¬† Do you know if your organization is prepared for a Lightning Migration and ready to take advantage of Salesforce’s latest features? The Customer Success team at Exponent Partners is offering a special training for Premium Support customers with companion resources to help Salesforce administrators navigate their migration to Lightning.

Comprehensive Customer Success Plans

To ensure your longterm success with Salesforce, first you need to determine which level of support best fits your needs. Do you have a self-starter on your team who has taken ownership of the system and wants to learn more? Are there day-to-day Salesforce tasks, such as report-building or data entry you’d like help with? Or are you a dedicated administrator with complex questions, who has been tasked with designing automations and new program uses? Exponent Partners offers tiered Customer Success plans to meet you where you’re at and guide you forward.

How-To Knowledge and Guidance

Basic Support

The foundation of all Customer Success plans, this offering is the first tier of technical support. You can submit an unlimited amount of requests over the web or via email to receive a personalized response within the same business day. Our team will craft customized answers to your questions in the form of step-by-step instructions on how to best complete a task, links to related resource articles in the Nonprofit Success Center, and/or short demonstration videos. Support Services Engineers will also respond by phone to clarify an answer when needed.

Hands-on Enhancements

Premium Support

What if your request requires a complicated response and more time-intensive guidance? Then your needs have evolved to the Hands-On Enhancements tier of Premium Support. Billed in hours, this tier is ideal if you need Support Services Engineers to troubleshoot complex issues, configure new page layouts, create new formula fields, and/or design new reports for your program and leadership staff. This Customer Success plan includes quarterly check-in meetings, the help of Support Services Engineers when you need them, and discounted access to Exponent Partners Consultants and Developers on other teams if required.

Customized Customer Success Trainings

In addition to all the benefits described above, Premium Support Customer Success plans also include regularly scheduled training webinars and demos that occur every other month (alternating with Exponent Case Manager User Group webinars). These Premium Support live demos and training webinars are designed and delivered by Exponent Partners Consultants on topics and themes specifically requested by customers like you. We regularly develop new curriculum that is most relevant to your needs. This approach helps customers like you evolve with the system and grow more self-sufficient over time.

Example trainings and live demos cover themes such as:

  • Getting Started with Dashboards
  • Advanced Workflows and Automations
  • NPSP Basics for Fundraising

Learn more and register for our next training Planning for Lightning Migration.

Text: Exponent Partners Customer Success Premium Support Training

Are you an advanced user who is still using Salesforce Classic? We are excited to offer a Premium Support training focused on Lightning Migration tips and gotchas. If your organization has an active Premium Support Customer Success plan, anyone on your staff is invited to join us November 14th at 11 am PT/2 pm ET for this live webinar. Webinar attendees will receive companion resources such as a PDF migration guide and action plan worksheet. Register today!

Interested in learning more about our services¬†including managed services? Read about Customer Success offerings or email support@exponentpartners.com. As Customer Success Manager at Exponent Partners, I’d love to schedule a call with you to help you determine which support plan is right for you.